All the information, all in one place
September 29, 2020
All the information, all in one place
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Kustomer
Kustomer is used in our company exclusively for customer service inquiries. It allows us to gather all points of customer contact (phone, email, chat, and social media channels) into one location to properly assess contact volume. It also filters all contacts from one customer, regardless of the channel, onto one page, so our agents have the most up-to-date information possible. This reduces duplicate contacts and helps them give relevant and accurate assistance.
- All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
- The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
- We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
- Kustomer is great because no chats are abandoned, even if the customer leaves we are still able to convert those contacts into email. Unfortunately, this also means that the ability to analyze abandoned chat data (in order to better distribute CS agents) is extremely limited.
- In general, the reporting functionality is not very intuitive. I would recommend requesting a lot of help when setting up your customized reports as you will not have visibility on all data feeding into a report without outside help.
- Reporting numbers change day to day. This means that if you are creating a report or reviewing data you will need to wait at least 24 hours before pulling data.
- We are able to easily compare agent productivity with their CSAT scores, in order to improve and educate as each agent requires.
- This platform is also less expensive than most of the other options we were interested in.
- Five9 and Salesforce Commerce Cloud
Kustomer is a great fit for our organization because we can cut down on multiple contacts from the same customer and see all their information in one place. It's also infinitely customizable, so if we need changes made we can make them while still using the same platform. This helps us maintain consistency in data analysis and archived customer contacts. We want to help foster a relationship with customers over the years, and all their info is in one place to refer back to.