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August Community Spotlight đź’ˇ

  • 1 August 2023
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👋 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 Maxwell
Knowledge 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, workflows, etc. to create an efficient pipeline behind the scenes, reducing decision fatigue for agents and helping users self-serve as much as possible. 

My specific team is focused on proactive support, getting users the answers they need before being transferred to an agent. We're doing lots of research into how to utilize all that Kustomer can offer in terms of callable workflows, article deflection, KIQs, other automations, etc. to keep our support contact ratio low and make our CAs and articles as optimized as possible. 

 

How do you like to use the Kustomer Community? 

I love having the ability to ask questions, discuss with other Kustomer "customers", and request new features— all in one place. Our team uses it mainly to: submit product ideas/bug/feature requests, keep an eye on what is coming down the road product-wise, and learn from how others are using Kustomer themselves. 


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👋 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 Maxwell
Knowledge 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, workflows, etc. to create an efficient pipeline behind the scenes, reducing decision fatigue for agents and helping users self-serve as much as possible. 

My specific team is focused on proactive support, getting users the answers they need before being transferred to an agent. We're doing lots of research into how to utilize all that Kustomer can offer in terms of callable workflows, article deflection, KIQs, other automations, etc. to keep our support contact ratio low and make our CAs and articles as optimized as possible. 

 

How do you like to use the Kustomer Community? 

I love having the ability to ask questions, discuss with other Kustomer "customers", and request new features— all in one place. Our team uses it mainly to: submit product ideas/bug/feature requests, keep an eye on what is coming down the road product-wise, and learn from how others are using Kustomer themselves. 

What a lovely intro with Casey. Nice to e-meeting you. 

Badge +1

CASEY! CASEY! CASEY! 🥳

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