Product Feedback

This is a great place to share your thoughts on our products and features.

  • 41 Topics
  • 90 Replies

41 Topics

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
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 👈  

90
amanda.rothbard
Community Manager
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
J
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
J
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.

0
J
2 months ago
C
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
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
J
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

0
J
3 months ago
J
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
L
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? 

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

Update from Kustomer on 7/27 incident

Update from Kustomer as of 7/28, 5pm ET:All access to the Kustomer platform has been restored. Our team is working through redriving all impacted events while making sure there is no negative impact on the creation of new customers, conversations, messages, and Kobjects now that the system is fully operational.All items from today should be created in Kustomer at the time they enter the system. Items from yesterday might take some time to create or update as the redrive is currently in progress. Currently we do not have an ETA on when the redrive will be completed.  Please refer to our Status Page for any further updates related to this incident. For any questions or support related to this incident, please contact our Support team at support@kustomer.com. Please bear in mind that the team is currently working through a large volume of inquiries. 

401
amanda.rothbard
Community Manager
4 months ago
ashley_at_manscaped
ashley_at_manscapedSocial Butterfly
posted in Product Feedback

Outage 7/27

Hi team! Just checking in todays outage -- we are just past 4 hours now which is a long time to be down. Wondering if there is any end in sight from the @kustomersupport @kustomer.admin team and wondering what the rest of the users out there are doing during this 

19
amanda.rothbard
Community Manager
4 months ago
N
Natalie_AffectFriendly Neighbor
asked in Product Feedback

Agent suggestions for SMS?

Why are agent suggestions only available on email? I would be very compelled to pay for this if it was available on SMS too https://help.kustomer.com/agent-suggestions-HyUZxpBAP

1
amanda.rothbard
Community Manager
4 months ago
J
JennyCookUnityGetting Warmed Up
posted in Product Feedback

New layout

The new layout of searched dosen’t have number bubbles lined up and it’s distractingAss well there is larges spacing between the lines and we can see less views listed at a time. 

1
lindsay.bayer
Kustomer Employee
4 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Product Feedback

Koffee Chat: Join us on 7/19 to discuss the role of data in CX! ☕️News

Hi everyone 👋We’re excited to share the next topic for our Koffee Chats — on 7/19, we’re going to discuss the Role of Data in CX!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: July 19, 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! 

452
Mercedes M.
Kustomer Employee
4 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Product Feedback

Join us on 6/26 and influence the future of Kustomer!News

Hi everybody 👋Our team is excited to share a new series with you all called Kustomer Koffee Chats. The goal of the series is to start a conversation with you, our community members, around hot topics in the customer experience space. This is 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 of first meetup: June 26, 2023Time: 12:00-1:00pm ET Where: Zoom - meetings will be recorded and shared Cadence: Meetup every 3 weeks Before we kick these off, we want your input! In the comments, please rank these topics in order of your interest in chatting about them. The highest ranked topic will be our first conversation! The role of Gen AI in CX The role of data in customer experience Customer experience metrics best practices AND agent investment, retention and growth Scaling with self-service Customer service and

879
Mercedes M.
Kustomer Employee
4 months ago
M
mhurleyGetting Warmed Up
posted in Product Feedback

Amazon Seller Central and Walmart Marketplace Integration

Would love to see a direct integration between Amazon Seller Central / Walmart Marketplace and Kustomer. With the ability to respond to consumers directly from within Kustomer. Anyone have some workaround to this issue? We use an email forwarding system right now however, must respond to the consumer from with Amazon / Walmart’s portal. 

1
M
4 months ago
K
klintFriendly Neighbor
posted in Product Feedback

Kustomer can't receive mails from Outlook App

We have several cases of not receiving replies to existing mail threads from Outlook app.Users send us new mails, which we receive, but we don’t receive the replies in the thread.Anyone else?

0
K
4 months ago
lindsay.bayer
Kustomer Employee
lindsay.bayerKustomer Employee
posted in Product Feedback

Seeking: Want to contribute to future agent timeline changes?

Hi, all! You might have noticed some changes to our agent experience recently, like our updated font and the Assign to Me button. (You can also see them in this video.) Before launching changes like this, our team likes to get feedback from the customers they’ll impact most: meaning, you and employees who are part of your customer support team. These feedback sessions help us understand what is working well about the things we want to build in the near future, and what’s falling short. We have a few more agent experience changes planned, and I’d love to show them to as many support team members (e.g. your front lines handling email, chat, or phone) as possible. This would likely mean one 30-minute conversation between me and one of your support reps, and/or some asynchronous feedback on what we're thinking of building. If you or someone on your team might to participate, please just leave a comment here and I’ll reach out via email to get the ball rolling! Thanks so much.

8
lindsay.bayer
Kustomer Employee
5 months ago
R
rsdkGetting Warmed Up
asked in Product Feedback

Dynamic text shouldn't count in the character limit and why do saved replies not have a counter?

Why does the dynamic text count as a characters? Chat already has quite a low character count compared to other solutions. My suggestion would be doubling the character count or excluding dynamic text as characters.Hi {{ or customer.firstName "there" }}, (40 characters) Hi there, (9 characters)Another issue why isn’t there a character counter while making shortcuts or snippets? The agent experience is abysmal  because I have to go to another site to check my character count before making any shortcuts/snippets..

0
R
5 months ago
C
caitlinGetting Warmed Up
asked in Product Feedback

Bulk Messaging on WhatsApp

Regarding the new Meta Channels update, will it be possible to bulk message on WhatsApp if you are not utilising the Kustomer <> WA native integration? At present, we utilise MessageBird for our WhatsApp messages. We may look to switch to the native integration in the future however, it would involve making large scale changes to our workflow set-ups etc. However, the ability to bulk message via WA would be a massive benefit to us so I’m eager to understand if this will work in our current set-up.   

4
E
5 months ago
M
Michael_HexcladSocial Butterfly
asked in Product Feedback

Shopify Beta insight card - Needs a fix

I opened up a support ticket and requested to be removed from the Shopify beta program because of the new insight card design and expected behavior when you expand on an order. As some of you may have noticed when you expand on an order in the insight card, the insight card does not change or close when you step onto another conversation or move away from the conversations altogether. Even if I moved from conversations to reporting, then back to conversations, the existing customer’s order information is up even if you pull up a different customer and conversation! This behavior is found nowhere else in the platform and goes against the design language of Kustomer altogether. I can not think of any scenario where you would want another customer’s order information to stay up when viewing a different customer! Please fix this Kustomer!  

4
M
7 months ago
T
TimbaOoniParticipating Frequently
asked in Product Feedback

Business schedule multiple levels

The business schedule is great how it’s got two levels, any chance we could add more? The use case is that we have a period through the night that chat isn’t open, but on specific days during the week, we are all in one meeting so this would require a third level+ so that someone didn’t have to turn it off for the meeting every time. What do you think? Thanks!

1
T
7 months ago

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