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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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C
10 hours ago
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brianFriendly Neighbor
asked in CX Best Practices

How necessary is it to offer phone support as a new brand?

We’ve had phone support as a channel since I started at Bespoke Post in 2017 (and before). It’s obviously a little more difficult of a channel to staff well, we often see slightly lower satisfaction scores with it, but we aren’t going to sunset phones or anything, because it feels necessary to offer it as a channel.However, we recently spun off a private label brand into a standalone site and it’s starting to do well. Right now, we’re just on email support and receiving around 1200 inbounds per month. We plan to launch SMS as a support channel for this brand by the end of Q3.As I think about the long term future of this satellite brand and how best to staff it from a CX perspective, I always thought we’d eventually offer phone support. I know it can be frustrating for customers who want to call but aren’t given an option to do so. But I’m wondering if similar size brands in 2023 are indeed offering phones or if they’re moving more towards chat/SMS/etc as the main (or sole) communicatio

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ashley_at_manscaped
2 days ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Lounge area

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

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ashley_at_manscaped
2 days ago
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claire.gibbonsParticipating Frequently
asked in Kustomer Admins

How to deal with new gmail password

We had an email address integrated and the password was changed. The “org logging” says this: Error validating Gmail. The Gmail session has been invalidated because of a password change, or Gmail has changed the session for security reasons. You may need super administrator access in Google Workspace to reauthorize this channel. Sign in again in the Gmail Settings. However, there doesn’t seem to be a way to just change the password. The only option seems to be to delete and re-add the email address, but I’m worried that will break all the business logic we have set up. How can I fix this?

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6 days 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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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
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Lounge area

Join the Kustomer Advantage Webinar on November 8, 2023 at 11am ETNews

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

281
amanda.rothbard
Community Manager
24 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!

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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

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michael.iacono
Kustomer Employee
27 days ago

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