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Redirecting a Knowledge Base (KB) page allows you to add flexibility to your articles or forms easily. For example, imagine you've already created a privacy policy page on your company's website. Instead of recreating this page in a KB article within Kustomer - you'd like to redirect the customer to your existing page. We can easily avoid this hassle by adding a single file to your KB theme. Before starting, while you can configure a redirect without knowing how to code, we will add and modify a few lines of simple code to your theme. The process is very straightforward, and you'll be redirecting articles in no time! You can skip to the next section if you already know which theme you want to edit. To ensure we are making changes to the theme currently being used by your knowledge base, navigate to Settings > Knowledge Base > Configuration. At the top of this page will be a brand selector with a dropdown containing all the brands in your Kustomer instance. Double-check the brand
As leaders we are responsible for establishing practices that will make the service that our organizations provide unforgettable. A key area that we need to focus on is tracking our client satisfaction. This will allow us to focus on areas we are doing well as well as areas we can improve.The focus of Satisfaction should be to track client sentiment within the specific interaction, gather feedback on processes, and over time understand if improvements you are making to training are resulting in a better service experience for your clientbase. All three of these areas should be goals that all service leaders strive for. Kustomer has a built in Satisfaction feature that will allow you to achieve these goals! Below you will read a few best practices for leveraging Satisfaction at your organization. If you want to read up on the Satisfaction feature and how to implement it in your Kustomer system please visit our Knowledge Base Article. Survey Cadence One of the first things that you want
SuccessImproved CSAT scores Evenly distributed workload Agents access information in less time with less frustration Company Profile Customer Since: 2019Switched From: FrontFavorite Features: Intelligent call routing, custom queues, flexible Insight Panel The Challenge Going is a travel membership service that notifies subscribers of great airfare deals. The company has an entirely remote team whose CRM wasn’t used to its potential. There was room to enhance workflows to improve agent happiness and respond to customers faster. The ResultsImproved CSAT scores Evenly distributed workload Agents access information in less time“Kustomer helps me simplify our member success team’s workflow, add useful features, and streamline the user experience. Giving our people a voice in designing their tools makes them more productive and improves their quality of life.”Robert Raimondi, Senior Systems Operations Specialist, GoingThe Story Going is an email subscription service that links two million bu
Trying to add a conversation on a specific channel for integration with third parties The only field i see is reply channel but when i fill that in it doesnt stay? I also want to add a phone channel as we integrate with a third party to log calls as conversations. No info on how to do this
Insight Cards are great to provide customized views of the data in context, but they are also so helpful to create custom forms for data entry, add additional input validation logic or use data from an external system, there are many possibilities here. In this blog we will explore the fundamentals on creating a custom form, how to properly add custom input fields and process form submission to update a conversation custom attributes, and finally, add persistent state will give us a commonly asked feature to keep the input values when the user navigates out of the context before submitting the form or the Insight Card get automatically refreshed after an object modification by another user session. 1. Create a basic Form component The following is a custom class-based component that will implement our form. A class-based component allows us to implement local state, which is essential to preserve the input data in the form. ```javascriptclass CustomForm extends React.Component { constr
Helloo!We are going to Vegas, baby! 🎰✨🎲I just want to formally invite all of you to visit our booth at Shoptalk. ⚡️ Kustomer has been hard at work for the past few months to create a space in which we can showcase how CX can help businesses drive commerce. ⚡️ If you are around, swing by our booth #146 and see:👏🏼 Some of your peers talking about delivering exceptional CX in 2023👏🏼 UH-mazing theater sessions on the future of CX to drive business growth👏🏼 A Meta Quest Pro headset demo👏🏼 And 👏🏼 So 👏🏼 Much 👏🏼 More Will I see you there? I’d love to connect.
Hi everyone. My name is Chad Horenfeldt, I’m the Head of Enterprise Customer Success & Services here at Kustomer and I’m just so excited to share that we are heading to Vegas to showcase all the amazing things we do with YOU inside the Kustomer platform and how CX is helping businesses drive commerce. If you’ll be around, swing by booth #146, we’ll have GREAT THEATER SESSIONS about the future of CX in the digital-first world. 🔥 More Products Sold, Less Waiting on Hold: How Customer Conversations Can Drive Business Growth. 🗓️ 3.27 + 3.28 at 12:00pm 🔥 The Power of Conversational Support to Build Lifelong Loyalty. 🗓️ 3.27 + 3.28 at 2:30pm
Hi everybody — The Community team would like to urge you to take a 30 minute break from work and join us for some trivia on Thursday, March 30th! Category: General knowledge Details: Thursday, March 30th at 2pm Eastern, 11am PacificPrizes: Swag, and your own special badge in the Community!Host: Our very own @erinn! 👉 Sign up here! 👈
The reporting section in Kustomer offers powerful tools to gain insight on how certain aspects of your business are performing. These can be used to great effect in a variety of ways from insight into what customers reach out for most often, all the way staffing changes you might need to make based off volume. However our reporting tools aren’t going to be a perfect fit for every need, and that’s where tags can be incredibly useful. A brief overview of Tags Conversation tags can be added to conversations in order to better filter them for later use. Want to mark a certain batch of conversations from a VIP group? Easy. All you need to do is create that tag in your workspace section of your settings and then you’re able to add it to any conversation you’d like. If you want to search for all your VIP conversations later, you can simply add that as a search parameter and you’ll be able to see how many VIP conversations you have: While tags can be manually added, the main way they are usef
I have a customer with the same attributes but a dfferent format.Eg.Attribute A: third_partyId-id=654987Attribute B: id=654987 Can I build a workflow where I don’t need to create separate branches and conditions for A and B attributes one after another? We are solving this with two different steps currently. 1st, search for attribute A. If it does not find anything then it goes for attribute B My need is an OR condition within 1 step.
Change the order of the survey to show the positive ratings to show first before the negative ratings.
We are launching a new brand site and when interacting with the chat we encounter a CORS network error (API: chat/assistant/init)is there a whitelist CORS policy control we can configure? this currently works for our existing brand.
The interface for creating article on the Kustomer knowledge base is very limited and hard to use. We have very specific formats we have to follow which can only be manipulated in google docs and microsoft word. When we copy and paste our documents into the knowledge base the tables are messed up. Can we fix this somehow?
So in our deployment, we’d like to use our outside vendors as collaborators. I would assign each different company’s employees into a teams. What I’m trying to accomplish then is blocking each team (or company) from seeing the other team (or comapny’s) notes back and forth with my team.I’d also like to disable collaborators from seeing anything that they haven’t been mentioned in.Any ideas?
Can we pull in the photos attached to tweets? Currently, Twitter messages coming into our queues, the photos are linked in the tweet but we are finding that the links do not work or pull the photo(s).
I am not seeing an option to use a short cut in more one than one category. I would like to be able to create a folder with “most frequent short cuts” or “favorite short cut” folder that appears on top of the short cut list. If any one has any ideas please share. I figured I can duplicate the short cut and leave them in a specific category but maybe someone has a better idea.
Hi,I am selecting criteria in my query to view the raw customer commentary data for the most recent three months and not able to see it, could you please help?Thanks,Vinaya
The business schedule is great how it’s got two levels, any chance we could add more? The use case is that we have a period through the night that chat isn’t open, but on specific days during the week, we are all in one meeting so this would require a third level+ so that someone didn’t have to turn it off for the meeting every time. What do you think? Thanks!
Is there a way to calculate how long a ticket has been assigned to someone? Ideally seeing how long it was snoozed by them, in progress, on hold, etc? We find that a lot of inefficiency comes from the ticket sitting with the wrong person for a long time. We would like to surface this and encourage tickets to be re-assigned to the right person who can take action.
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