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Hi All, I came across a very interesting CSAT Survey experience while shopping at Nespresso. Basically, I am able to rate the interaction using whatsapp quick reply list straight into the whatsapp chat (details below). Is it possible to create an experience like this with Kustomer? (maybe a tutorial or product feature?)My hypothesis here is that the response rate for a CSAT Survey natively on whatsapp is significantly higher than a CSAT survey where the user has to click and navigate to another page (current Kustomer CSAT experience). The Nespresso ExperienceAfter finishing the purchase, I am prompted the CSAT Survey (translation: âHow was your experience?â) When I click the âAvaliarâ button (translation: ârate experienceâ), I have pre-populated options on a 1 to 5 stars rating Once I click the option, my rating is sent as a text on the WhatsApp chat directly The user interaction is finished. Of course, there must be a way to capture this information and analyse the overall satisfa
Weâve had phone support as a channel since I started at Bespoke Post in 2017 (and before). Itâs obviously a little more difficult of a channel to staff well, we often see slightly lower satisfaction scores with it, but we arenât going to sunset phones or anything, because it feels necessary to offer it as a channel.However, we recently spun off a private label brand into a standalone site and itâs starting to do well. Right now, weâre just on email support and receiving around 1200Â inbounds per month. We plan to launch SMS as a support channel for this brand by the end of Q3.As I think about the long term future of this satellite brand and how best to staff it from a CX perspective, I always thought weâd eventually offer phone support. I know it can be frustrating for customers who want to call but arenât given an option to do so. But Iâm wondering if similar size brands in 2023 are indeed offering phones or if theyâre moving more towards chat/SMS/etc as the main (or sole) communicatio
  Hi everyone,I'm writing because I need help with the preview of the articles in our knowledge base. We upload almost every article with HTML and CSS design, and as a result, the preview we are getting looks something like this. We have been searching for a solution, but nothing seems to solve this issue. Can somebody lend me a hand?Thank you, everyone!Â
We have a wish list symbol on our product page which is on SHOPIFY platform. Our wish list icon is being hidden by the Kustomer chat icon.Â
We are trying to understand the time we have agents at 0, 1 or 2 capacity for live chats. What is the best way to report on concurrency and does anyone have any advice on how they have set up this kind of reporting? Â
Hi we are making some updates in our kb & some articles were unpublished & mistakenly we changed the status of unpublished to publish. I am trying to see the article versions but it is showing all previous versions as unpublished. There are a lot of articles & we are unable to find those 2-3 articles. Is there a way if we can get the logs previous status of articles & new status of articles & published by (name of the author/admin).Â
We are starting to train our agents on refunding and cancelling orders in the Shopify integration, and I would like to be able to report on what agents are providing refunds, when, how much, etc. Not just refunds, but essentially I want to be able to audit all of the refund activity and tie it back to an agent for training/quality purposes. The standard Shopify reporting in the custom reporting section does not allow that level of detail. There are âAttributed toâ sections, however this is not entirely accurate, and only provides an ID. Has anyone gotten creative with this yet that could provide some tips? I was able to find the level of detail I want within the json data in our audit log, but I need to figure out how to surface that within reporting.
Hi folks!Wanted to pulse the community to see if anyone has some bright ideas or experience.Double Good has a mobile application, however, our business is completely US based. Users without a US phone number are unable to receive an OTP code to login to our application.We have BPO partners that exist in both Honduras and the Philippines and they are unable to use the app to test things out or to help them complete troubleshooting live with the customers.We have provided the team visual aids, videos, walkthroughs but the team struggles occasionally with being able to fully support the customer. We did provide them a test version of the app, however they lose access each time a new update comes out (which is usually twice per week so itâs not particularly scalable).Our training team is struggling to ensure these agents have the best onboarding/training experience, but weâve hit a bit of a wall. Any ideas on how we can get these folks the right training?
Can anyone offer any advice as to why I am unable to activate the English (uk) language from the language activation area. I am an admin of the system so should have permissionsThe instructions say to simply activate the required language from the deactivated list, but the toggle to do so is greyed out. Thanks in advance
Meta se evidencia el mensaje y si nos permite escuchar los audios del cliente, pero el asesor tiene que salir de la herramienta de Kustomer e ir a la red social para escuchar el audio.
đ Itâs time for another installment of Community Spotlight! This is a dedicated section of the community where we recognize our most engaged members. Our December spotlighter is @ashley_at_manscaped! Ashley is one of our most engaged community members when it comes to asking questions, sharing knowledge, and submitting product ideas.You can get to know Ashley a bit more in the Q&A below!Ashley McCubbinCustomer Experience Program Manager at MANSCAPEDâąÂ  How do you use Kustomer in your role?As the Program Manager I wear a lot of hats but the most important hat I wear is that of the in-house expert on the Customer Experience tech stack. This includes the tools & platforms used by the CX team to serve the customer along with the tools & platforms used by the customer to interact with their account, with the brand, and with the support team.Kustomer is one of the primary tools used by the CX team here at MANSCAPEDâą so I use Kustomer every single day to make sure the processes we
We had an email address integrated and the password was changed. The âorg loggingâ says this: Error validating Gmail. The Gmail session has been invalidated because of a password change, or Gmail has changed the session for security reasons. You may need super administrator access in Google Workspace to reauthorize this channel. Sign in again in the Gmail Settings. However, there doesnât seem to be a way to just change the password. The only option seems to be to delete and re-add the email address, but Iâm worried that will break all the business logic we have set up. How can I fix this?
Hi everyone đWe have a special discussion coming up in the Koffee Chat series â youâll be hearing directly from our product team on our brand new AI features!For those of you that are new to Koffee Chats, these are an opportunity for you to network and connect with like minded individuals while also participating in a unique opportunity to provide important input and feedback that will help shape the future of Kustomer. Program details:Date: December 14, 2023Time: 12:00-1:00pm ET Where: Zoom - meetings will be recorded and shared  đ Register for the Koffee Chat here! đ Â
As todayâs customer service landscape continues to rapidly change, AI is taking center stage to revolutionize the customer experience. But AI alone cannot solve everything. It needs the power of data and a native trusted platform to supercharge it, ensuring customers stay at the center of your business at all times.Welcome to the Kustomer Advantage. Kustomer enables businesses to deliver customer service that is smart and simple by leveraging a native platform infused with data and AI to drive connected, efficient, and proactive experiences from anywhere, at any time.Led by Megied Alkassab, Solution Engineer, Kustomer, Aaron Jones, Senior Product Manager, Kustomer, Mercedes McAndrew, Corporate Marketing Director, Kustomer, and Jeremy Suriel, co-founder and CTO, Kustomer, this webinar will show you:How Kustomer is helping businesses create zero-effort, exceptional customer service experiences powered by data and AI to drive customer engagement and boost loyalty The latest Kustomer pl
Iâm excited to share that myself and @erinn have started up our live Office Hours series again. If you arenât familiar â Office Hours is a 30-minute meeting where we answer your âhow-toâ questions about Kustomer on a live call.Weâll give easy-to-follow steps on configuring Kustomer, and dive into which product features can help you and your team succeed.This series can help you at any stage â whether youâre brand new to Kustomer, or maybe a seasoned Kustomer admin with questions on setting something up in the product. Click here to sign up today!
Our users are experiencing some crashes after closing the `KusMainAcitivity` (opened by `kustomer.open(KusPreferredView.CHAT_ONLY)`). The crash is "Fatal Exception: java.lang.OutOfMemoryError".The app is using v2.10.5 of com.kustomer.chat:ui. We're about to launch a new version with the newest SDK's version, so I can't say if the same occur with new versions of the SDK, but I would like to know if this issue was mapped or someone else face it.Here's a gist with the stacktrace of the crash
 đ Itâs time for another installment of Community Spotlight! This is a dedicated section of the community where we recognize our most engaged members. Our November spotlighter is @theofau! ThĂ©ophile actively uses the community to submit feature requests and read best practices from other community members.You can get to know ThĂ©ophile a bit more in the Q&A below!ThĂ©ophile FaurissonHead of Operations at Everping What is your role and company?Everping helps startups and SMEs which want to focus on their core business to manage their IT assets easily and effortlessly, from a single solution. They can buy computers and get them ready in 2 clicks, secure and deploy updates across their entire fleet, get IT support in less than 10 minutes, get visibility over their fleet, create access in SaaS software or even recycle their computers⊠And all from a single location.At Everping, I am the Head of Operations. With my teams, we handle all the services sold, from ticketing to logistics throu
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