Kustomer Knowledge

Share knowledge about Kustomer or ask general questions about our product and features

168 Topics

C
CastellariParticipating Frequently
asked in Kustomer Tips & Best Practices

CSAT Survey Natively on WhatsApp Chat with Quick Replies -- Is it possible?

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: “How was your experience?”) When I click the “Avaliar” button (translation: “rate experience”), 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

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10 hours ago
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Alfon97Getting Warmed Up
asked in Kustomer Tips & Best Practices

Problem with article preview

  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! 

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A
17 days ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Product Feedback

Koffee Chat: Join us on 12/14 to hear about the Kustomer AI Launch!News

Hi everyone 👋We have a special discussion coming up in the Koffee Chat series — you’ll 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  👉 Register for the Koffee Chat here! 👈  

100
amanda.rothbard
Community Manager
18 days ago
bryce.coleman
Community Manager
bryce.colemanCommunity Manager
published in Kustomer Tips & Best Practices

Need live expert help? Join us for Office Hours!News

I’m excited to share that myself and @erinn have started up our live Office Hours series again. If you aren’t familiar — Office Hours is a 30-minute meeting where we answer your “how-to” questions about Kustomer on a live call.We’ll 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 — whether you’re 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!

410
bryce.coleman
Community Manager
27 days ago
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luisfelipe.soudakiGetting Warmed Up
asked in Kustomer Case Studies

Was the out of memory issues after acessing KusMainActivity solved?

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

1
michael.iacono
Kustomer Employee
27 days ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Product Feedback

Survey: How can we make the Koffee Chat series better?

👋 We’re in the process of revamping our Koffee Chat virtual meeting series, and are seeking your feedback to help us out!Whether you’ve attended all of our Koffee Chats or haven’t had a chance yet, we want to hear from you. 👂As a refresher, Koffee Chats 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. If you have 2 minutes of free time, we have a survey where you can share your thoughts. Thank you for taking some time to make our community programming better! 👉 Fill out the survey here 👈  

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amanda.rothbard
Community Manager
1 month ago
ashley_at_manscaped
ashley_at_manscapedSocial Butterfly
asked in Kustomer Tips & Best Practices

Workflows based on purchased products

Has anyone created workflows to filter/route conversations based on the customer’s purchased products? So specific skus within shopify orders 

2
nick_at_mirror
1 month ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Kustomer Tips & Best Practices

Exciting news - Office Hours are back!News

👋 Excited to share with you all that our weekly Office Hours are going live again!  For those unfamiliar with the series — Office Hours is a weekly, 30-minute meeting where we answer your “how-to” questions about Kustomer on a live call.Led by our senior Technical Support engineers, we’ll 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 — whether you’re brand new to Kustomer, or maybe a seasoned Kustomer admin with questions on setting something up in the product. You can find us every Wednesday at 1pm Eastern. Click here to sign up today!

200
amanda.rothbard
Community Manager
1 month ago
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Lucy loveholidaysFriendly Neighbor
asked in Kustomer Tips & Best Practices

What is the best way to report on chat concurrency & capacity

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?  

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1 month ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Product Feedback

Join our team on 9/12 to discuss Self-Service Best Practices!News

Hi everyone 👋For our next session in the Koffee Chat series, we want to hear from all of you on best practices in self-service. 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: September 12, 2023Time: 12:00-1:00pm ET Where: Zoom - meetings will be recorded and shared  👉 Register for the Koffee Chat here! 👈 Do you have an industry topic that you’re interesting in discussing with us? Throw your ideas in the comments! 

533
amanda.rothbard
Community Manager
1 month ago
K
katefraserGetting Warmed Up
asked in Kustomer Tips & Best Practices

Changing default inbox sort by

Can either the org or individuals change their default inbox sorting? Our default is set to Newest Assigned, which is not ideal for our processes - we’d rather Oldest Assigned was the default for agents. Preferably this is something we could do for the org as a whole, but we can’t find it in settings. Alternatively having agents be able to set this once would be nice.  The screenshot in the article here doesn’t note a Default, so we’re hoping it’s possible and we’re just looking in the wrong place? https://help.kustomer.com/en_us/sort-your-inbox-By8PyU4so 

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amanda.rothbard
Community Manager
2 months ago
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JanetParticipating Frequently
asked in Product Feedback

Options returned when moving conversations from one customer timeline to another

When moving a conversation from one customer’s timeline to another customer’s timeline, when you begin typing the customer’s name or email address to move the conversation to, the selections that appear are not in alphabetical order and don’t always relate to what is being typed. It would be helpful for the results to appear in alphabetical order so users don’t have to scroll through a list of options.

3
bradb
Kustomer Employee
2 months ago
theofau
theofauParticipating Frequently
asked in Product Feedback

Not able to search articles in the knowledge base

Hi!In our company half of the agents does not have any results when looking for articles in the knowledge base through the right panel inside kustomer (cf. picture 1). When others from the same company, same team and with the same permission set can (cf. picture 2)!Does it happen to others?  

2
theofau
2 months ago
R
rogerGetting Warmed Up
asked in Kustomer Tips & Best Practices

Getting bulk conversation time

What is the best way to get many conversation time responses at once with a batch of conversation ids?

1
S
Kustomer Employee
2 months ago
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JOSE ALEJANDRO BETANCURFriendly Neighbor
asked in Product Feedback

AUDIOS REDES SOCIALES INSTAGRAM Y FACEBOOK

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.

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J
2 months ago
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caitlinGetting Warmed Up
asked in Product Feedback

Reporting Support

Hi Kustomer Community, we’re looking for some support with our reporting. Any information you can provide on the points outlined below would be much appreciated.  Count of conversations for each channel over time where the first message is an outbound from automated workflows or agents and there is a subsequent inbound from the customer in response.Standard reporting provides a count of customer-initiated conversations for each channel over time however we’d like to compare organic inbounds (customer-initiated) against prompted inbounds (initiated by us).How is best to approach this, is there a specific report set-up, or is is there a report for all inbounds by channel that captures everything and we could export to complete the comparison?For ‘Average Response Time’ do snoozes interact with the metrics?Kustomer defines Average Response Time as average duration of time from the creation of any inbound message to an outbound reply of that message. Does this account for snoozes? If so, i

1
erinn
Community Manager
2 months ago
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YevheniiFriendly Neighbor
asked in Kustomer Tips & Best Practices

What is the difference between getting attachment api endpoints

The first endpoint is described here - https://api.kustomerapp.com/v1/messages/{message_id}/attachments/{id}The second one is described here - https://api.kustomerapp.com/v1/attachments/{id}The main question here may be the difference between inbound and outbound.

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Y
2 months ago
N
nick.sFriendly Neighbor
asked in Product Feedback

Denote which Business Rule(s) were applied when notified that a Conversation Action occurred because of a Business Rule(s)

It would be helpful for Kustomer to denote which Business Rule(s) were applied when applied to a conversation in a timeline, and not just Business Rules in general.  So for example, instead of the text "Marked done by Business Rules Aug 3, 4:10:53 PM", the text would state the name of the specific Business Rule(s) applied. Marked done by Business Rules 

1
S
Kustomer Employee
3 months ago
A
Anthony TFriendly Neighbor
posted in Kustomer Tips & Best Practices

Inbound phone calls should create a "firstResponseTime" data point.

Currently, when an inbound phone call is logged on a Conversation it does not generate a “firstResponse.businessTime” data point. Kustomer’s reply to my inquiry was that this is because it’s an “inbound” interaction - which is obviously true, but doesn’t lend itself well to real world application.If an agent has to send a follow-up email before this data point can be registered, it’s very likely that FirstResponse and FirstDone times will be within a few seconds of each other on any Phone conversations.If no follow up email is required, I guess a FirstResponse data point will never be generated?The only way we have to calculate handle time on individual tickets is by subtracting FirstResponse time from Done time; which is ludicrous in its own right. But I’ve found no better way to determine handle time for individual tickets (or set of tickets) in a data export. And since there is currently no true “handle time” data point, this choice nullifies any ability to even semi-accurately gaug

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A
3 months ago
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JessgalertandoteGetting Warmed Up
asked in Product Feedback

Problems with webhook

We had a problem in kustomer, we could not create an outgoing webhook, there is an error in the platform that says that the limit is 0, but it is not like that because the limit is 5 and we have 0 created

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J
3 months ago
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jaydeearParticipating Frequently
posted in Product Feedback

Developements with Kustomer and AI

Hey everyone,is anyone else really curious about a roadmap of Kustomer, especially in relation to developements in conversational AI and other tools? With the ChatGPT hype a while back in got in touch with support and there was nothing they were able to tell me, so I let some time go by, but it seems there is still nothing, at least not that I am aware of. I was in touch with another company, which was the alternative for us to Kustomer at the time, and they are planning to integrate the following within the next 3 months and are also promoting these features partly on their website already Timeline Conversation Summary by AI Automate some parts of Knowledge Base (automatic suggestions of creating and updating articles) Move from Macros/Shortscuts/Snippets to Conversational AI Text suggestions based off of Knowledge Base informationAll these things sound great and we are a bit concerned right now if similar efforts are happening with Kustomer.How do other people feel about this?

6
J
3 months ago
mattwatson
mattwatsonParticipating Frequently
posted in Kustomer Tips & Best Practices

What's your article/case deflection rate?

If you’re using article deflection via email or CA in Kustomer, what is your average case deflection rate?It looks like ~23% is the go-to rate for tech industry. Does that track with your experience?We’re setting up email deflection right now and I’m trying to figure out where to start aiming for. 

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mattwatson
3 months ago
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Laura BGetting Warmed Up
asked in Product Feedback

Bulk email analytics

It would be great to have the option to see analytics (open rate, bounce rate, click through rate.) on bulk emails we send out to customers. Is this something that’s on your product roadmap? Do you have an ETA for when to expect something like this? 

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amanda.rothbard
Community Manager
3 months ago
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Lucy loveholidaysFriendly Neighbor
asked in Kustomer Tips & Best Practices

How many shortcuts have been used based on contact reason/disposition

We have three contact reasons/dispositons we are reporting on and we want to track the use of shortcuts against these 3 specific reasons. For example: If the disposition is Add a Passenger then we have multiple shortcuts to assist with these type of queries. Sometimes, up to 3 - 4 shortcuts including the greeting and close. We want to report on how many times a shortcut is used (regardless of which shortcut) against how many times we’ve marked a conversation as this reason. The custom reporting doesn’t let us add in a filter by disposition when we are tracking on messages sent and shortcuts is set. Does anyone have any ideas? 

1
danielle.tiso
Community Manager
3 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Product Feedback

Koffee Chat: Join us on 8/9 to discuss Kustomer product features on AI! ☕️News

Hi everyone 👋We have a special discussion coming up in the Koffee Chat series — you’ll be hearing directly from our product team on our work on AI!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: August 9, 2023Time: 12:00-1:00pm ET Where: Zoom - meetings will be recorded and shared Cadence: Meetup every 3 weeks 👉 Register for the Koffee Chat here! 👈 Do you have an industry topic that you’re interesting in discussing with us? Throw your ideas in the comments! 

471
Mercedes M.
Kustomer Employee
3 months ago

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