Kustomer Case Studies
Hear our customers share their success stories - we encourage you to share your own!
- 16 Topics
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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
We’ve been using Kustomer for a couple of months now, and we’ve developed a procedure for pending cases. We mark conversations as “Done”, for chat or emails, and then we mark the conversation as “Snoozed” with the proper date and time.Now, the issue is that, sometimes, with conversations already done and snoozed, the conversation is suddenly marked as done again, without any of our agents making the call.We can see a message in the workflow logs, such as “customer ended the conversation”, sometimes several hours after it was already marked as done and snoozed, and then business rules marks the conversation as done again. And unless we somehow look for that specific conversation afterward, we have no way to know this actually happened. This is becoming quite a big headache for us.Is there anything we can do in order to prevent customers from ending a conversation that was already marked as done, and snoozed?
Buen día.Tenemos una falla en la vinculación de cuentas de Instagram en Kustomer. Los nombres de las cuentas de Instagram no aparecencompletos en el chat. Al momento de vincular más cuentas no logramos diferenciar entre estas porque no muestra los nombres completos de las páginas.
SuccessCustomised the Platform to Better HandleIts Three District CommunitiesSafer Rides Through Seamless Communication Company Profile Customer Since: 2018Number of Users: 70Switched From: ZendeskFavourite Features: Customization, Omnichannel Support, Reporting “I love how customizable Kustomer is! With other players in this space, I constantly felt like I was trying shape my business needs around their tools and what we could hack it to do, but Kustomer fits all my team needs. I love the flexibility and functionality, and we are constantly tweaking things to improve the CX team experience.”Michelle McCombs, Director, Community Experience, HopSkipDrive The Challenge HopSkipDrive needed a solution that could unify its CX data and better coordinate communication with CareDrivers, parents and schools.The ResultsHopSkipDrive was able to customise the platform to better handle its three distinct communities: CareDrivers, parents, and schools. By being able to seamlessly communicate and eas
SuccessReduced Average Handle Time by 20%Decreased After Call Work by 23% Company ProfileCustomer Since: 2019Number of Users: 60Switched From: ZendeskFavourite Features: Timeline, Workflows, Amazon Connect Integration The Challenge Nuts.com sought an easily customizable solution designed to support its people-first approach to customer service by facilitating genuine, personal conversations between its agents and customers, while also improving the operational efficiency of its team. The ResultsCustomising the platform to route customers based on unique customer needs, automatically deliver proactive support, and provide agents deep customer knowledge on the Kustomer Timeline has enabled Nuts.com to deliver a more personalised customer experience. Automating time-consuming, inefficient processes and providing agents all customer data in real-time has led to a 20% decrease in Average Handle Time. Resolving customer interactions in a single workspace without having to change systems has
SuccessOptimise StaffingTrue Omnichannel Customer Experiences Company ProfileCustomer Since: 2019Number of Users: 81Switched From: ZendeskFavourite Features: Customization via Open APIs, Timeline, Omnichannel Support The Challenge Direct-to-consumer bra and underwear brand ThirdLove disrupted incumbent retailers with a new way to shop for bras with half cup sizing, data driven recommendations and a consultative approach to customer service. As the brand continued its rapid growth, ThirdLove needed a CX solution designed to track the entire customer journey and optimise Fit Stylist (agents) and customer experiences.The ResultsIntegrated with Shopify to create an all-in-one customer service solution that manages customer interactions and purchases, helping Fit Stylists deliver consultative support at scale, resulting in a consistent CSAT of 96%. Saved thousands of dollars in lost inventory and revenue per month by preventing fraudulent charges from processing and shipping. With powerful
SuccessImproved Service Level Attainment by 20%Automatically Resolved Up to 84% Of Requests While Maintaining a High Global Satisfaction Rating Company Profile Customer Since: 2018Number of Users: 4,150Switched From: Zendesk Support, Zendesk Chat, LiveChatFavorite Features: Queues & Routing, TimelineThe Challenge With plans to conduct millions of conversations per month that span 13 languages and three distinct contact types (customers, couriers, and business partners), Glovo required an Artificial Intelligence-powered customer service solution built to help agents deliver more informative support, boost operational efficiency, and scale with its global platform on the rise.The ResultsUnified multiple applications into an all-in-one customer service solution that provides agents with the data and context to resolve issues quickly and accurately. Automatically routed inbound conversations based on native language, contact type, and lifetime order value, ensuring the right agent is a
SuccessReduced Call Abandonment Rate by 60%Improved Agent Satisfaction and Productivity Company Profile Customer Since: 2020Number of Users: 28Switched From: SalesforceFavorite Features: Unified Customer View, Intelligent Routing The Challenge In the rush to accommodate the growth in online shopping, top retailers have made bold decisions. One of the brands at the forefront is Rainbow Shops, a billion dollar fashion retailer with more than 12,000 employees worldwide. Leaders at Rainbow made the call to replace their helpdesk software just weeks before peak holiday shopping season. The company’s e-commerce business was thriving and that meant an increase in customer requests for the staff of 20 customer service agents.Rainbow Shops’ customer service centers are an integral part of their business, servicing its e-commerce channel and more than 1,000 stores with a staff of just 20 agents. These agents, who are the lifeblood of Rainbow customer service, were reporting difficulties obtainin
Going: Optimizing their CRM leads to happier, more productive agents, better customer service, and better CSAT scores
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
Success📈 Improved agent productivity by 2XReduced average handle time by 30% Company Profile Customer Since: 2020Number of Users: 98Switched From: FrontFavorite Features: Unified Customer View, Intelligent RoutingThe Challenge Founded in 2017, AvantStay made a name for itself by delivering the experiential travel accommodations modern consumers want. Often, that means combining hotels and short-term rentals to provide guests with luxury amenities, a variety of services on demand, and high-tech features. That’s why a complete view of every customer and the ability to connect with them anywhere, at any time, is so vital to the team at AvantStay.In 2020, the global impact of the Covid pandemic tested AvantStay’s ability to deliver the personalized, on-demand customer service their discerning customers expect. Their legacy helpdesk software was creating more work by replicating tasks for each channel and conversation. It simply couldn’t give agents the visibility and automation to keep up
Success🎤 Improved visibility into customer communication Reduced response time Company Profile Customer Since: 2020Switched From: Bespoke ToolsFavorite Features: Timeline, Workflows, and Customization The Challenge Kin is a direct-to-consumer insurance company that provides affordable coverage to homeowners, removing the usual stress and complexity from home insurance. As Kin grew quickly, it became increasingly challenging for the sales and support teams to serve homeowners to the best of their ability. The Results Centralized support operations into a single platform and streamlined internal processes for customer engagement Reduced response times by giving agents a complete history of each customer and eliminating knowledge gaps in customer communication Improved efficiency and eliminated manual triage by automating end-to-end service workflows“Everyone in the company, including the claims team, now uses Kustomer… Kustomer has changed how Kin operates, aligns with customers, manag
Makesy: For an Online DIY Marketplace, Switching CRMs Resulted in a Customer Service Experience More Tailored to Their Brand
Success🤝 Improved self-service capabilities Decreased overall response times📈 Higher customer reviews Company Profile Customer Since: 2022Switched From: GorgiasFavorite Features: Individual agent inboxes, tagging options, SMS integrationThe Challenge Makesy is a crafter’s dream, with supplies, products, and tutorials to help create an environment of inspiration and well-being. Behind the scenes, though, a lackluster CRM prevented the customer service team from connecting with customers in a timely, efficient fashion, and the dearth of customizations prevented the Makesy voice from shining through. The ResultsImproved self-service capabilities Decreased overall response times Higher customer reviews “[Kustomer] is simple enough for all our agents to use yet functional enough for customers and clients to navigate. It boosts our response time, encourages interactivity, and helps us keep our brand top of mind.”Kristen Contreras, Customer Service Manager, MakesyThe Story Makesy was built
ALEX AND ANI: Using a Centralized Customer Support Platform to Empower Agents and Better Serve Customers
Success🤝 Improved the work experience for customer support staff🎤 Empowered agents to better serve customers Company Profile Customer Since: 2021Switched From: Multiple workarounds and homegrown solutionsFavorite Features: Single Customer Profile, Order Tagging The Challenge ALEX AND ANI designs and manufactures all types of jewelry. The Rhode Island-based company has grown in staffing and volume, and over the years, they put a lot of processes in place to scale. Those processes helped, but the piece still missing from the puzzle was a singular customer support system.The ResultsCentralized support operation that provides a holistic view of the customer Enhanced reporting capabilities enable the team to drill down into data Improved efficiency and resolution of customer issues “A new system can’t fix everything, but for our business, Kustomer has given my team benefits we hadn’t even imagined.”Kathryn Syzmanzki, Senior Manager of Customer Experience, ALEX AND ANI The Story ALEX AND A
SuccessDecreased average handle time by four minutesDecreased average queue wait time by three minutesCompany Profile Customer Since: 2019Number of Users: 82Switched From: ZendeskFavorite Features: Timeline, Dialpad and Shopify Integrations The Challenge Tecovas is a direct-to-consumer western boots and accessories brand built on handmade quality products and incredible service. Since the company first launched in 2015, Tecovas heavily invested in customer experience to deliver fast, efficient, and hyper-personalized support at scale.However, as demand grew, their existing support solutions were frustrating both customers and agents alike. Their help desk solution, Zendesk, did not offer a unified view of all customer interactions. Siloed conversations meant that if a customer sent multiple inquiries, different agents responded to the same customer, driving up support costs and running the risk of inconsistent service.Given the demographic of Tecovas’ clients, who prefer to speak with
Success🕺🏾Increased CSAT by 10%↘ Decreased first response times by 50% Company Profile Customer Since: 2020Number of Users: 1500Switched From: IntercomFavorite Features: Timeline, Dynamic Routing, Reporting and Customization The ChallengeHopper was founded in 2007 with the mission to build a travel marketplace that always saves customers money. Hopper makes travel easier, more transparent, and more accessible for people around the world.In the early days of the company, it was easy to find answers to support issues and product questions by shouting to colleagues across the table. However, as demand exploded, the team at Hopper quickly saw the limitations of their existing toolset. They could not dynamically route conversations based on issue type or customer data, which made prioritization more difficult. Lastly, lack of visibility into support volume severely limited their ability to accurately predict staffing needs.When the COVID-19 pandemic hit, Hopper’s challenges with their tool
Success🤝🏼 Achieved 98.4% first contact resolution rate↘️ Average conversation handle time down 18% this year vs. last Company ProfileCustomer Since: 2020Favorite Features: Kustomer Chat, Omnichannel Support The ChallengeBeeline is a digital mortgage lender whose goal is to streamline the mortgage application process. Part of this involves giving customers more agency throughout the lending process, which means meeting them where they are. Beeline wanted to create an exceptional customer service experience that was scalable for their business and offered customers a personalized journey, all while satisfying their security requirements as a financial services company.The ResultsDeep insights into KPIs and SLAs A richer customer experience “Using Kustomer gives us high touch at scale. It allows us to strike the right balance between technology and people to create a mortgage experience unlike any other.”Jay Stockwell, Co-founder and CMO, Beeline The StoryBuying a home is often the bi
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