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Hi community members 👋We’re seeking your feedback to understand what your current experience is with the Kustomer Community, and how you'd like to see it improve going forward. If you have 3 minutes of free time, we have a survey where you can share your thoughts. Thank you for taking some time to make our community better! 👉 Fill out the survey here! 👈
December Community Spotlight 💡Interview
👋 It’s 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 MANSCAPED™ 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 MANSCAPED™ so I use Kustomer every single day to make sure the processes we
As today’s 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
November Community Spotlight 💡Interview
👋 It’s 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! Théophile actively uses the community to submit feature requests and read best practices from other community members.You can get to know Théophile a bit more in the Q&A below!Théophile 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
With Halloween next week, I thought it might be a fitting time to celebrate spooky season and get a bit creative! 🧙♀️ A two-sentence horror story is exactly what it sounds like — a bite-sized scare captured in 2 sentences. Here’s the task: Write a two-sentence horror story about a scary customer support experience. 👻 The person with the most creative story will win a $25 gift card! Rules:Stories must be two sentences! You can submit as many stories as you’d like. No AI generated stories, please! We’ll use the AI-detector if we have to. 🔎You have until Halloween Eve (10/30) to submit your story. The winner will be announced on Halloween!
October Community Spotlight 💡Interview
👋 This is our third installment the Community Spotlight! This is a dedicated section of the community where we recognize our most engaged members. This month’s spotlighter is @jake.durman_at_imaginecurve! You’ve probably seen Jake around adding his product ideas for improving Kustomer, and as an active participant in our Koffee Chat series.You can get to know Jake a bit more in the Q&A below!Jake DurmanMI Analyst at CurveHow do you use Kustomer in your role?All things Kustomer related here at Curve land on my doorstep. I make additions to our business rules, queues, and conversational topics to stay up to date with our ever-changing product and then utilise reports to help feed information/data back to our Product team. Whether it’s creating a dynamic form on the Curve help centre to help condense all the information from the customer into a one touch resolution for our agents, or liaising with Kustomer themselves on how best to implement new features/changes with our product, I'm
AMA 1/25 Recap: Automations, 3rd party WhatsApp integrations, and Identifying Inbound Auto-responses
Thank you to everyone who attended yesterday’s Community AMA! This event featured a lot of excellent questions and group discussion, as our facilitators @bryce.coleman and myself addressed obstacles from several individuals and teams, and touched on a range of solutions for each. Below is a recap of the conversation we had. Automating Data Collection For New Inbound ConversationsThe first segment of the AMA focused on best practices for grouping new conversations by targeting available data. In addition to looking for keywords in the subject line, message body, or the sender’s email itself, the chat channel was recommended as a useful method of obtaining additional information, through passive collection (like reporting the webpage from which chat was accessed), and active collection (such as asking questions with tools like the Conversational Assistant). This topic was readdressed in another discussion about identifying inbound customer texts by timezone. A solution for this was sugg
Hello all! We are refreshing our messaging once again and we are looking for 5-6 individuals to join our focus group Wednesday, 9/27, at 12pm ET for 1 hour. All you have to do is listen to the pitches and provide us with your feedback. It's that simple! As a thank you for your participation, you will receive a $25 gift card. Please see below for all the details:What: Kustomer Messaging Focus GroupWho: Open to all with a focus on B2C and D2C service leaders from small to mid market businessesWhen: Wednesday, 9/27Time: 12-1pm ETWhere: Zoom Please comment here if you would like to join our focus group and thank you in advance!
September Community Spotlight 💡Interview
👋 This is our second installment the Community Spotlight! This is a dedicated section of the community where we recognize our most engaged members. This month’s spotlighter is the wonderful @matt.wurz! When you browse the community, you’ll see Matt adding to discussions, submitting feature requests for his team, and attending our Koffee Chats. You can get to know Matt a bit more in the Q&A below!Matt WurzSenior Program Manager, Customer Operations at Double Good What is your role and company?I’m a Senior Program Manager for Customer Operations at Double Good Virtual Fundraising. My team manages the tech stack for Customer Support and Customer Success, helps support and facilitate cross-functional projects, and ensures our Customer Operations team is running as smoothly as possible.Double Good is on a mission to create joy by developing the easiest and most engaging fundraising app and the most delicious hand-crafted popcorn. My team is hyper-focused on creating joy for those who
We are currently creating our first contact form and one question we have, is how can we change the background colours of the form? We have a brand template which pulls through a logo but want to change the background colours of the form so it’s in line with our brand colours. How can this be achieved? In email remplates we can update the hex codes for backgrounds and font but I can’t find a way to do this in forms. Also we have an out of hours banner appearing at the top of the form and I don’t know how to switch this off. How do you decative a banner appearing at the top of the form?
👋 We’re rolling out a new monthly feature called the Community Spotlight! This is a dedicated section of the community where we recognize our most engaged members. Our inaugural community spotlighter is none other than @casey_m! You have likely noticed Casey around the community answering questions, submitting feature requests, and attending our community events. You can get to know Casey a bit more in the Q&A below! Casey MaxwellKnowledge Base Analyst, Data at YNAB How do you use Kustomer in your role? In my individual role, I use Kustomer mainly through maintaining and editing our knowledge base, gathering feedback and monitoring articles' performance, pulling daily reports, and working to improve/refine our metrics. How does your Company/team use Kustomer?Our company's use of Kustomer is focused on providing both a great human customer experience and a great experience for our Support Specialists/agents. We use Kustomer's tools like the Conversational Assistant, business rules
Did you hear the news?? Kustomer has secured it’s largest round of funding yet! Check it out in our latest press release or read on below. New York -- May 23, 2023 -- Kustomer, the industry leading Conversational CRM platform, co-founded by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, announced it has raised $60 million in a new financing round co-led by previous investors Battery and Redpoint with participation from Boldstart as it spins out of parent company Meta. “Kustomer continues to push the envelope and redefine what it means to deliver a modern customer service experience,” said Alex Bard, Managing Director at Redpoint Ventures. “As Kustomer enters the next phase of their journey as a standalone company, we couldn’t be more thrilled to have another opportunity to partner with such a talented team that is passionate about creating products that help companies deliver great value to their customers.” With the new funding, Kustomer will look to expand its team, focus o
We have some big news to share with everyone today. Kustomer is officially spinning out from Meta and will now be operating as a standalone company! This is incredibly exciting for us as not only do we have support from our original partners who have invested $60M in capital but we have a team of dedicated professionals who are customer obsessed and extremely passionate about elevating every customer experience by transforming the way businesses and consumers communicate. We recognize this is a very unique opportunity for Kustomer and we are thrilled to be on this next journey with all of you. Together we will move and innovate faster than ever before to deliver solutions that drive results for you and your customers, time and time again. Read the full story of what the future holds for Kustomer on our blog HERE.
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
When you work in customer service, you’re bound to have brushes with questionable content. Maybe you saw something you wish you hadn’t, or maybe you just wanted to prevent a bot from repeatedly harassing your system. Is there an unexpected word you had to start filtering out, or a particular mailing list you just couldn’t unsubscribe from? Tell us the ridiculous stories that you had to suffer through, the systems you devised to block unwanted senders, or the unusual, blue, or unusually blue words that had to be incorporated into an otherwise professional setting! Let’s have some laughs this month by sharing in the silliness, and hopefully learning a tip or two along the way.
Hi Community members 👋 We’re running a raffle for this week only! We want to understand what you find most helpful in the Community, and have some fun along the way. How to Enter 🎟️ You can earn up to 5 raffle tickets by doing one of each of the following in the Community:Comment on a community article, post, user response, or event with the reason you found it helpful. Tag a peer in a community article or post that you think they would find relevant. Post a question or discussion to the community that you would like an answer to. Respond to a unanswered question, or any answered question that you feel merits more information. Comment on this post with a suggestion of what you’d like to see in the Community in the future. This can be a suggestion for content, resources, events, etc! We’re open to any and all feedback. 🏆 Grand Prize 🏆Winner of the raffle receives $100 worth of Meta Swag! The winner will be announced on Friday, 2/3 The Fine PrintComments on Product Ideas will not b
Thank you to everyone who attended yesterday’s Community AMA! This AMA was the first event of its kind, and felt like a great success! Our facilitators @bryce.coleman and myself fielded questions from several individuals and teams, and led discussions on a range of topics. Below is a recap of the conversation we had. How to approach a transition to Kustomer’s Queues & Routing featureThis discussion covered many best practices, and the various factors to consider, when setting up Queues & Routing, including team sizes, the benefits of different types of channels, and the use of Searches vs Queues vs a hybrid approach of both. We heard from several people on their own experiences with the process, and the upcoming Skills Based Routing feature was touched on as an option to consider in the near future. Using Searches to locate historical conversations with specific contentThis topic came up during a discussion about agents who were having difficulty in their attempts to find pas
👋 Hey everybody! Who’s interested in having a little fun before the holidays?This week, we have hidden snowflakes around 10 words in the Kustomer Community. If you find all 10 words, you could win a $50 gift card! 💰 These snowflakes have been hidden in Community Discussions only, within these three categories: Welcome to the Community, Kustomer Knowledge, and Industry Knowledge. Snowflakes can be hidden in posts, replies, and titles, so look carefully! 🔎 Here’s an example of what to look for, and a free answer! Prizes🥇The grand prize winner gets a $50 gift card and the first-ever client spotlight on the Kustomer Community in 2023!🥈Two runners up will each win a $25 gift card!🎉 Winners will be announced on Monday, December 19th! 🎉 How to play Use the clues provided below to search for the 10 words with snowflakes around them.💡Hint: Both the Search bar and Discussions section will help you on your quest! Once you’ve found all 10 words, share your answers on this post!💡Import
Hi Kustomer community! I’m Ashley, I’m a Senior Brand Designer here at Kustomer.If you weren’t able to join our marketing focus group last month, the team is hard at work coming up with some whimsical messaging for our big 2023 campaign and would appreciate the feedback of our community members.Please stack rank the top 5 messages that resonate with you. Thanks in advance!More customer conversations. Less customer complications. More products sold. Less waiting on hold. More excited customers. Less slighted customers. More serving customers. Less unnerving customers. More company profits. Less “sorry, we lost it.” More customers buying, Less customers crying. More customers overjoyed. Less customers annoyed. More customers connected. Less customers deflected. More customer connections. Less customer rejections. More customers supported. Less customers thwarted. More customers delighted. Less customers slighted.
As we make our way into the holidays, I wanted to take a moment to say thank you. Thank you for being a part of the Community, and of Kustomer. In 2022, the Kustomer Community was launched. 🐣 We took our time to hear your feedback on what you wanted to see in the Community, and in the Kustomer product. We heard your questions, best practice advice, and thought leadership for using Kustomer. Thank you to all of our early members in the Community — we see you, and we hear you! In 2023, the fun really begins. We have exciting initiatives in the works to make it even easier to stay in the loop on all things Kustomer, get your questions answered, learn best practices, and engage with peers. And of course, we’ll have more contests, events, and focus groups happening virtually and in-person. 👥 Happy Holidays everyone, and stay tuned for what’s to come! See you in the new year! Amanda at Kustomer ✨
Happy Holidays Community Members! We are hard at work refreshing some of our existing Kustomer messaging but we need your help! We are looking for 5-6 individuals to join our focus group next Tuesday, 12/20, at 12pm ET for 1 hour and listen to some of the new messaging we are exploring and provide us with feedback which will help shape how the Kustomer messaging and narrative will come to life in 2023. As a thank you for your participation, you will receive a $25 gift card. Please see below for all the details:What: Kustomer Messaging Focus GroupWho: Open to all with a focus on B2C and D2C service leaders from small to mid market businesses When: Tuesday, 12/20Time: 12-1pm ET Where: Zoom Please comment here if you would like to join our focus group and thank you in advance!Best,Mercedes
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