Treating your customers like people, not tickets
October 24, 2020

Treating your customers like people, not tickets

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Kustomer

We use Kustomer as our CS platform. We love that it allows us to treat our customers as individuals, not as just tickets. Being able to see the whole history with the customer allows us to provide better, more holistic service to our customers. The integrations with apps like Shopify, Returnly, and our review, NPS/CSAT apps give our reps an easy snapshot of all of our interactions with a customer.
  • Allows you to treat a customer as a person, not a ticket
  • Reps can see the whole picture of a customer's history.
  • Tons of integrations!
  • More "out-of-the-box" integrations that don't require JSON or programming experience
  • Ability for managers to easily do quality assurance on reps
  • Easier phone integration
  • Increased customer satisfaction
  • Customers feel "heard" and issues are resolved quickly.
  • Reps don't have to search for pertinent info to resolve customer issues.
Being able to see the customer's entire history is a huge advantage to our reps. It solves for duplicate messages from a customer, as reps can easily close out the duplicates after responding. It allows a much higher percentage of "one-and-done" interactions. We haven't used Team Pulse, but the reporting is great.
This is huge for us. We have integrations with multiple Shopify stores, our review app, and NPS/CSAT apps, as well as social media. We're able to bring all of these customer interactions under one "roof," which means less time searching for our reps. (It also helps us handle those "difficult" customers as they sometimes leave conflicting messages on different sources.)
Kustomer's ability to integrate with multiple sources allows us to set priorities within Kustomer so that the highest priority inquiries get worked first. This allows us to not only meet but actually improve on our SLAs because urgent inquiries (regardless of channel) can be handled first. With the ability to segment incoming messages by a variety of factors, Kustomer allows you to "tweak" these settings to make sure the important stuff gets done first.
Automated order updates really make things easier for our CS reps because they can cancel or refund an order right from Kustomer without having to log in to another system.
We use custom reports and often export data to not only track agent performance and CS trends, but also to spot larger issues. By using a custom tree-field, we're able to easily track what customers are writing in about and spot larger manufacturing or website issues.
Apps like Intercom, Zendesk, and Gorgios all treat customer inquiries as tickets, just tracking that one issue or interaction with a customer. Kustomer treats each customer as an individual, which allows us to provide top-notch customer service. Customers love that we're able to be more conversational and informal, while still solving their issues quickly. It also helps us build relationships with customers and increases repeat orders.
Kustomer is great for small and large teams. It has the flexibility to create routing and queues for additional segmentation of workflow, which is great for splitting the workload among reps. If you have a lot of systems that your reps need to use, this is a great option since it pulls them all together in one place.

Kustomer Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Social integration
Email support
Help Desk CRM integration
Not Rated