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We’ve had phone support as a channel since I started at Bespoke Post in 2017 (and before). It’s obviously a little more difficult of a channel to staff well, we often see slightly lower satisfaction scores with it, but we aren’t 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 it’s starting to do well. Right now, we’re just on email support and receiving around 1200 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 we’d eventually offer phone support. I know it can be frustrating for customers who want to call but aren’t given an option to do so. But I’m wondering if similar size brands in 2023 are indeed offering phones or if they’re moving more towards chat/SMS/etc as the main (or sole) communicatio
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 it’s not particularly scalable).Our training team is struggling to ensure these agents have the best onboarding/training experience, but we’ve hit a bit of a wall. Any ideas on how we can get these folks the right training?
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
Hey everyone, hope you’re doing well!We’re going to better and more closely track some additional metrics for our team, most notably Average Handle Time, Total Resolution Time, and First Contact Resolution Rate.I’m curious if anyone is willing to share numbers from their org for these metrics, or at least a ballpark? Just want to have some sort of benchmarks for where we’re at as we try to improve on these.Thank you!
Being an agent is hard. You’re solving people’s problems all day long. Sometimes they’re really complex problems and it takes time to figure out the answer. Sometimes they’re easy problems but you’ve answered them a hundred times before, so your mind starts to wander. Sometimes the person on the other end is being impatient or having a bad day, and inadvertently taking it out on you. Sometimes the product you’re supporting is running into issues and you can’t seem to find any stability. You have metrics to meet and projects to work on and every day you’re being asked to do more and more. Our support teams are nothing without our agents. How can we show appreciation for them and make them feel how valued they are? I’ve tried all kinds of things over the years and find that different rewards work for different people. There are the standard rewards that we’re all familiar with, gift cards to Starbucks, a good word when you see them doing something great, positive CSAT responses from cli
Conversational Assistants are an amazing tool that teams can leverage to create chatbox experiences that engage and interact with clients. They can be designed to deliver information, collect data, automate processes, or even simply offer a welcome greeting before an agent takes over. Assistants can be configured for different text-based channels, including Chat and SMS, and are constructed out of interactions, grouped by dialog. Dialogs are composed of interactions, strung together into a complete chatbot experience. They can even branch out conditionally into different paths, based on a customer’s responses. This baseline experience is built to guide customers to the information they need, provided they know how to navigate the experience properly. However, sometimes customers can end up in the wrong section of Assistant and need redirection. They may also want to skip the chatbot experience entirely, and get straight to a support agent as fast as possible. Being stuck in the wrong
There is nothing more important than the enablement of a Support Team. Not only do you need to get your team up and running in a short amount of time, but you need to make sure that they stay up to speed on the latest processes, procedures, and in our case, technical advances to be able to deliver a consistent and high-quality customer experience. How Do You Build the Ideal Training Program?Your ideal training program will vary depending on the kind of customer service you offer but I always recommend starting with the basics. Technical support is our primary function so understanding the Kustomer Platform and how to help clients solve their technical challenges is paramount for us. We started by pulling people together across the organization who understood different areas of the product better than we did and asked them to conduct live training sessions for us during our new hire onboarding. This worked for a short while, but we found it wasn’t scalable and if different people co
As leaders in support and services roles, we are responsible for providing an outstanding customer experience for our clients. A focus point for ensuring a great client experience is both understanding and improving upon key performance indicators within your organization. Some of these metrics may be more or less important for different organizations, but Kustomer has supplied a robust standard report library that allows you to view these metrics for your organization. You can even filter these reports. Let’s take a look at the Standard Reports in Kustomer. First, in order to access the reporting feature, click on the Reporting icon () from the left side menu within Kustomer. After accessing the Reporting page, you will be shown a list of Standard reports. While there are multiple reports, let's focus on three key reports that can help you with your business. Remember to choose the date range you would like to view from the top of your Kustomer Report page. Overview The Overview repo
Are there any solutions for bounce back loops with a customer’s out of office?At the moment we’ve got it set up so that if re: or out of office is in the subject then it’ll close it automatically, but if a customer forgets to turn their OOO we’re closing down conversations that need a reply.Any help appreciated, thanks!
Instantaneous, chat-based channels are poised to grow in popularity. Kustomer researchdiscovered that CX professionals believe live chat (79%), social media (72%) and SMS (56%) will become more popular in the next three years while legacy channels like voice will stay the same. Messaging channels are therefore expected to become increasingly essential in solving customer issues on-demand to meet customers where they’re already communicating with family and friends. CX teams then must also have the proper protocols in place to ensure agents are able to delight customers, create lasting relationships, and drive loyalty in a way that elevates chat above support experiences on legacy channels. One way to ensure your agents are able to do this is to establish a framework for chat etiquette. Chat etiquette is essential for successful chat support, whether it’s happening via live chat on your website, SMS or social media.In this blog, we’ll take a look at what chat etiquette is, why it’s impo
Hello Community! - looking for any recommendations you might have regarding BPO/Third Party Contact Centres that you may be using and are satisfied with. Going through a process to review current provider and benchmark against other partners and would love to hear of any recommendations you might have. Thanks!
A major challenge when building things that other people might interact with, and possibly maintain in your absence, is the ability for them to pick up what you’ve put down and know what is happening and how it is being done. As I mention in my title, this is very similar (if not the same) as technical debt that software engineering teams deal with on a regular basis. Planning for and thinking of the future when building can be very challenging but very rewarding when it comes time to review or pick back up what someone else or even yourself has built previously. I’m going to go over some tips that I’ve adopted over my time here at Kustomer that have helped me reduce the technical debt I leave behind. Hopefully they will inspire you to do the same! TitlesIt’s the first thing anyone sees in a list of Workflows, Business Rules, Webhooks, Queues, Rules, etc. Having a title that is somewhat descriptive goes a long way. Having one that is minimal and similar to existing items in the list c
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.
Forms can be a significant and intricate part of your business. Making a form as streamlined and relative as possible can lead to a more pleasant customer experience. Think about any time you filled out a form for a product and/or service where you left the process feeling more annoyed than helped. You might have felt frustrated due to the form being longer than needed, not related to your inquiry, or unintuitive to fill out as a consumer. That experience was not ideal, and your clients would not want to partake in an experience like this either! Kustomer forms built with our Visual Builder feature can use conditional attributes to control when, what, or if subsequent fields are displayed based on values selected for designated fields. Conditions can be added to any attribute field and some of the components used in the form, allowing you to truly control the customer’s experience from the simplest version of a ‘Contact Us’ form all the way to an intricate form requiring a vast amount
At Kustomer, tags and attributes are often discussed interchangeably. However, there is a significant difference between the two features and it’s important to understand the similarities and differences. They both allow you to append a piece of data to a conversation to help build reporting, drive automations, and more. However, if you ask anyone on the team, we always recommend attributes over tags. Why is this? Attributes allow you to structure the data by storing information through multi-level lists, true/false booleans, etc. They also allow you to force data collection, especially on a conversation object. For example, you can require an attribute to be added upon closing a conversation, which guarantees that you get the information needed for reporting. Tags are useful in many ways, but you cannot enforce adding them, so if an agent forgets to apply one before closing a conversation, you might miss out on a vital piece of information. Attributes also expand beyond just the conve
Hey everybody 👋With the holiday season basically here, I wanted to start a discussion with this group to hear from community members on how you all support your customers over the holidays. My question is —What are some ways that you’ve improved your customer support over the holidays? Whether it’s using a specific feature of Kustomer, or a process that works well for your team, we want to hear from you! 👇
Customer Satisfaction surveys are your best tool to understanding the strong and weak points of your business by getting feedback directly from the best source - your customers themselves.While creating customer surveys can look deceptively simple, the challenge lies in correctly identifying your survey’s end goals and what feedback is actually valuable to your organization.With Kustomer’s Satisfaction Surveys, you are able to get a real pulse on what your customers are feeling, in not just one, but multiple facets of your business and customer experience. Ask More Questions Want to gauge both agent and product experience? Need feedback on price and not just quality of service? Differentiating your customers from your partners’ feedback?Then the solution is in leveraging our multi-question CSAT survey. Kustomer’s CSAT model allows you to ask both multiple close-ended and free-text questions. Multiple Close-Ended Questions Besides using the Rating Scale, you can add Multiple Choice an
For many CX organizations, the aspects of your support structure serving as the front line are not unique thoughts. Oftentimes, agents might be answering questions regarding new promotions, product updates, policy changes, or other aspects of a number of other external communications your external teams may send out from time to time. However, there are times where your agents might be serving in a response capacity; where they need to react more to something occurring in the moment. Within the SaaS space, this often occurs when a service goes down for a number of reasons and becomes inaccessible to those who use it. Agents may find themselves tasked with forming a response as other internal teams work to rectify the issue. Like cooking a complex meal in your kitchen, much of how well it may turn out relies just as much on the preparation as well as the execution. Below are some aspects of incident response that could be worth considering if you are looking to overhaul your organizati
It’s Cybersecurity Awareness Month! Here are 9 things you can do today to improve your organization’s cybersecurity.Blog
October is Cybersecurity Awareness Month–is your organization doing everything it can in Kustomer to protect yourselves and your customers? Kustomer has many settings and features that will help your organization ensure your Kustomer instance is secure. Check them out, and our experts’ best tips for each, below: Feature to Review Kustomer’s Tips API Keys Always use the most specific Roles and the least amount of time needed before the API Key should expire. Audit Log Check the audit log to see if anyone has made changes to Kustomer Access settings by filtering using the Settings Event Type. Authentication Have users log into Kustomer using whichever SSO method (Google, Microsoft, SAML) your organization already trusts, leverage provisioning to activate and deactivate your users, and set the maximum amount of time you’ll allow users to be in Kustomer without reauthenticating. Chat SDK One of our newest Chat Android
How has everyone managed coverage over this holiday weekend? Anyone have some best practices you want to share with all of us so we can learn from each other? Since joining Meta we have been fortunate enough to get Meta Days around each of our standard holidays to allow for a longer weekend and much needed break. We’ve started to split our team in half on these days to ensure we have coverage and have team members take another day off in that same week or the following week to make up for it.
Providing a great customer experience will leave your customers feeling great and increase their loyalty to your brand. Your CX agents are an essential part of making that happen. So we want to know, what are some ways you recognize the great your work of your agents and CX teams? What forms of appreciation have stood out to you? Shoutout to @ashley_at_manscaped for that “Happy Employees = Happy Customers” thought in your intro!
Give us your best tips: How do you get yourself & your teams back on track after holidays and long weekends?
Getting back into the groove can be hard after long out of office periods, and helping a team refocus can come with its own set of challenges. We’d love to hear some ways our community members bounce back as well you’ve helped your teams. Facilitate some extra syncs? Reset project boards? Had to try some new tactics post Labor Day? 😅 Share your tips below!
Sharing time! What is one thing you do at the start of each work day to make sure it’s a productive one?
The way you start your day can have a huge influence on how the rest of it goes. I’ve been getting better at blocking off “focus time” on my calendar at the start of my day so I can have time to get through tasks with minimal distractions.What are some of your organization and productivity strategies? Comment below! 😎
If you attended our Conversations event in May, you’ll know that we are buzzing with excitement over the opportunities messaging presents for businesses all around the world! In recent years, the way we connect online has seen meaningful shifts - with over 1 billion users connecting with a business account across Meta’s messaging services (Messenger, WhatsApp, and Instagram DMs) every week. Messaging has changed the way we communicate and interact in our personal lives, and it’s changing how we do business. Naturally, businesses want to be where customers are. The best businesses meet their customers where they are and what better way than to leverage Meta’s messaging services to facilitate private, secure, and automated conversations. We recommend you complete the following Kustomer University courses to take advantage of messaging. Set up Chat with the Configuring Chat: Settings & Design course and the Configuring Chat: Domains & SDK course Build Conversational Assistants
The concept of omnichannel CX has been watered down. It’s more than simply communicating with customers on every channel. True omnichannel support ensures seamless transitions and consistent experiences from one channel to the next. Companies providing true omnichannel support are collecting and harnessing the information gained through every interaction, across channels, to drive stronger, more meaningful customer relationships, increase revenue streams, and improve operational performance.With 79% of consumers report getting frustrated when they can’t contact customer service through their preferred medium or platform, it’s important to be available across channels, and provide an effortless customer experience throughout. Download our free Omnichannel Guide for the following highlights:Omnichannel vs. multichannel support: what’s the difference? 3 tangible ways your company benefits from omnichannel support Implementation tips and tricks: actionable ways to operationalize omnichanne
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