Thought Leadership by Kustomer

Here we'll be sharing our thoughts on where we think the industry is going and what we've heard from our clients

  • 17 Topics
  • 3 Replies

17 Topics

kristi.thurston
Kustomer Employee
kristi.thurstonKustomer Employee
published in Thought Leadership by Kustomer

It’s Cybersecurity Awareness Month! Here are 9 things you can do today to improve your organization’s cybersecurity.Blog

October is Cybersecurity Awareness Month–is your organization doing everything it can in Kustomer to protect yourselves and your customers? Kustomer has many settings and features that will help your organization ensure your Kustomer instance is secure. Check them out, and our experts’ best tips for each, below:  Feature to Review Kustomer’s Tips API Keys Always use the most specific Roles and the least amount of time needed before the API Key should expire. Audit Log Check the audit log to see if anyone has made changes to Kustomer Access settings by filtering using the Settings Event Type. Authentication Have users log into Kustomer using whichever SSO method (Google, Microsoft, SAML) your organization already trusts, leverage provisioning to activate and deactivate your users, and set the maximum amount of time you’ll allow users to be in Kustomer without reauthenticating.  Chat SDK One of our newest Chat Android

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kristi.thurston
Kustomer Employee
7 months ago
Robert Rupprecht
Kustomer Employee
Robert RupprechtKustomer Employee
published in Thought Leadership by Kustomer

Best Practices Using Satisfaction as a Service LeaderBlog

As leaders we are responsible for establishing practices that will make the service that our organizations provide unforgettable. A key area that we need to focus on is tracking our client satisfaction. This will allow us to focus on areas we are doing well as well as areas we can improve.The focus of Satisfaction should be to track client sentiment within the specific interaction, gather feedback on processes, and over time understand if improvements you are making to training are resulting in a better service experience for your clientbase. All three of these areas should be goals that all service leaders strive for. Kustomer has a built in Satisfaction feature that will allow you to achieve these goals! Below you will read a few best practices for leveraging Satisfaction at your organization. If you want to read up on the Satisfaction feature and how to implement it in your Kustomer system please visit our Knowledge Base Article. Survey Cadence One of the first things that you want

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P
1 month ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

Rewarding Agents in Unconventional WaysBlog

Being an agent is hard. You’re solving people’s problems all day long. Sometimes they’re really complex problems and it takes time to figure out the answer. Sometimes they’re easy problems but you’ve answered them a hundred times before, so your mind starts to wander. Sometimes the person on the other end is being impatient or having a bad day, and inadvertently taking it out on you. Sometimes the product you’re supporting is running into issues and you can’t seem to find any stability.  You have metrics to meet and projects to work on and every day you’re being asked to do more and more. Our support teams are nothing without our agents. How can we show appreciation for them and make them feel how valued they are? I’ve tried all kinds of things over the years and find that different rewards work for different people. There are the standard rewards that we’re all familiar with, gift cards to Starbucks, a good word when you see them doing something great, positive CSAT responses from cli

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amanda.rothbard
Community Manager
2 months ago
erinn
Community Manager
erinnCommunity Manager
published in Thought Leadership by Kustomer

Intent Detection: Unlocking The Full Potential Of The Chatbot ExperienceBlog

Conversational Assistants are an amazing tool that teams can leverage to create chatbox experiences that engage and interact with clients. They can be designed to deliver information, collect data, automate processes, or even simply offer a welcome greeting before an agent takes over.  Assistants can be configured for different text-based channels, including Chat and SMS, and are constructed out of interactions, grouped by dialog. Dialogs are composed of interactions, strung together into a complete chatbot experience. They can even branch out conditionally into different paths, based on a customer’s responses.  This baseline experience is built to guide customers to the information they need, provided they know how to navigate the experience properly. However, sometimes customers can end up in the wrong section of Assistant and need redirection. They may also want to skip the chatbot experience entirely, and get straight to a support agent as fast as possible. Being stuck in the wrong

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A
2 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

Building a Training Program that WorksBlog

There is nothing more important than the enablement of a Support Team. Not only do you need to get your team up and running in a short amount of time, but you need to make sure that they stay up to speed on the latest processes, procedures, and in our case, technical advances to be able to deliver a consistent and high-quality customer experience.  How Do You Build the Ideal Training Program?Your ideal training program will vary depending on the kind of customer service you offer but I always recommend starting with the basics.  Technical support is our primary function so understanding the Kustomer Platform and how to help clients solve their technical challenges is paramount for us.  We started by pulling people together across the organization who understood different areas of the product better than we did and asked them to conduct live training sessions for us during our new hire onboarding.  This worked for a short while, but we found it wasn’t scalable and if different people co

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amanda.rothbard
Community Manager
3 months ago
Robert Rupprecht
Kustomer Employee
Robert RupprechtKustomer Employee
published in Thought Leadership by Kustomer

Using Standard Reports as a Service LeaderBlog

As leaders in support and services roles, we are responsible for providing an outstanding customer experience for our clients. A focus point for ensuring a great client experience is both understanding and improving upon key performance indicators within your organization. Some of these metrics may be more or less important for different organizations, but Kustomer has supplied a robust standard report library that allows you to view these metrics for your organization. You can even filter these reports. Let’s take a look at the Standard Reports in Kustomer. First, in order to access the reporting feature, click on the Reporting icon () from the left side menu within Kustomer. After accessing the Reporting page, you will be shown a list of Standard reports. While there are multiple reports, let's focus on three key reports that can help you with your business. Remember to choose the date range you would like to view from the top of your Kustomer Report page.  Overview The Overview repo

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Robert Rupprecht
Kustomer Employee
3 months ago
derek.parson
Kustomer Employee
derek.parsonKustomer Employee
published in Thought Leadership by Kustomer

Building for the Future and Managing Technical Debt in KustomerBlog

A major challenge when building things that other people might interact with, and possibly maintain in your absence, is the ability for them to pick up what you’ve put down and know what is happening and how it is being done. As I mention in my title, this is very similar (if not the same) as technical debt that software engineering teams deal with on a regular basis. Planning for and thinking of the future when building can be very challenging but very rewarding when it comes time to review or pick back up what someone else or even yourself has built previously.  I’m going to go over some tips that I’ve adopted over my time here at Kustomer that have helped me reduce the technical debt I leave behind. Hopefully they will inspire you to do the same! TitlesIt’s the first thing anyone sees in a list of Workflows, Business Rules, Webhooks, Queues, Rules, etc. Having a title that is somewhat descriptive goes a long way. Having one that is minimal and similar to existing items in the list c

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derek.parson
Kustomer Employee
4 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

Creating an Incident Response Process for your OrganizationBlog

For many CX organizations, the aspects of your support structure serving as the front line are not unique thoughts. Oftentimes, agents might be answering questions regarding new promotions, product updates, policy changes, or other aspects of a number of other external communications your external teams may send out from time to time. However, there are times where your agents might be serving in a response capacity; where they need to react more to something occurring in the moment.  Within the SaaS space, this often occurs when a service goes down for a number of reasons and becomes inaccessible to those who use it. Agents may find themselves tasked with forming a response as other internal teams work to rectify the issue. Like cooking a complex meal in your kitchen, much of how well it may turn out relies just as much on the preparation as well as the execution. Below are some aspects of incident response that could be worth considering if you are looking to overhaul your organizati

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amanda.rothbard
Community Manager
7 months ago
mary.sarkissian
Kustomer Employee
mary.sarkissianKustomer Employee
posted in Thought Leadership by Kustomer

How has messaging changed the way your organization does business?

If you attended our Conversations event in May, you’ll know that we are buzzing with excitement over the opportunities messaging presents for businesses all around the world! In recent years, the way we connect online has seen meaningful shifts - with over 1 billion users connecting with a business account across Meta’s messaging services (Messenger, WhatsApp, and Instagram DMs) every week.  Messaging has changed the way we communicate and interact in our personal lives, and it’s changing how we do business. Naturally, businesses want to be where customers are. The best businesses meet their customers where they are and what better way than to leverage Meta’s messaging services to facilitate private, secure, and automated conversations.  We recommend you complete the following Kustomer University courses to take advantage of messaging. Set up Chat with the Configuring Chat: Settings & Design course and the Configuring Chat: Domains & SDK course Build Conversational Assistants

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mary.sarkissian
Kustomer Employee
9 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

Free Guide: Delivering a True Omnichannel Customer Experience

The concept of omnichannel CX has been watered down. It’s more than simply communicating with customers on every channel. True omnichannel support ensures seamless transitions and consistent experiences from one channel to the next. Companies providing true omnichannel support are collecting and harnessing the information gained through every interaction, across channels, to drive stronger, more meaningful customer relationships, increase revenue streams, and improve operational performance.With 79% of consumers report getting frustrated when they can’t contact customer service through their preferred medium or platform, it’s important to be available across channels, and provide an effortless customer experience throughout. Download our free Omnichannel Guide for the following highlights:Omnichannel vs. multichannel support: what’s the difference? 3 tangible ways your company benefits from omnichannel support Implementation tips and tricks: actionable ways to operationalize omnichanne

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amanda.rothbard
Community Manager
10 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

The Definitive Guide to Scaling Customer Service

Scale your customer experience operations by utilizing automation The 21st century’s winning brands all have one thing in common: they have prioritized customer experience since their inception. Whether they’ve incorporated customer feedback into product production, provided perks to early and loyal customers, or treated their customers like part of a community, they understand that making customers happy is more than just providing them with a good product. In fact, customer experience is becoming more important than price and product when it comes to loyalty.The question becomes, when that awesome customer experience begins to pay off, how can you continue to execute a high level of customer service without hiring an army of people, or sacrificing the human touch?It starts with scaling customer service and putting the customer first. Automation comes in handy when scaling customer service because it requires very little manpower, and can make the customer experience more pleasant for

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amanda.rothbard
Community Manager
11 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

CX is a team sport (learn how your CX team can drive business innovation)

It’s a tough question, but one that many organizations must consider… whose responsibility is the customer experience? Many support teams now fall under the umbrella of “customer experience”. After all, in a digital-first world, the one and only face of the company is customer service. When else will a consumer interact with a real human being? These one-to-one customer interactions are incredibly important. Agents have the ability to not only solve customer problems, but also build relationships and reflect the values of a particular brand. But the customer experience doesn’t stop there. In this guide we will explore how each department within an organization fits together to create a perfect, customer-centric whole, and why the information that support teams gather can improve the entire organization. Download this e-book to learn: Why a customer-first mindset starts from the top down How to rally the entire organization for a better customer experience How customer service teams can

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amanda.rothbard
Community Manager
11 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

Why Customer Service Efficiency Is More Important Than Ever

Written by: Andrea Paul, Director of Content and Research @ Kustomer Even during the best of times, businesses strive to be more efficient. There are always things to improve upon, always more customers to service, always proactive outreach to do. But when circumstances shift rapidly, and businesses are asked to do more with less, it brings to light the importance of efficiency in customer service. Kustomer surveyed over 150 customer service professionals to better understand how they are being impacted by the pandemic, how their business is adjusting as a result, and what customers are expecting during their greatest times of need. One thing became abundantly clear: being efficient and effective is not optional. More Inquiries, Less Time Across industries, customer service teams are seeing a 17% increase in customer service inquiries during the global pandemic. Phone inquiries are seeing the largest uptick, with a 34% increase, followed by e-mail (28% increase) and web (24% increase).

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amanda.rothbard
Community Manager
11 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

Why Knowing the History of Your Customer Is the Key to Success

Written by: Danielle Tiso, Customer Success Manager When it comes to building a successful customer service organization, you always want to start with defining your business outcomes. So the first question becomes: what do you want to achieve? Is it increased customer loyalty? Increased revenue? Incremental customer growth? Without understanding your ultimate end goal, knowing a customer’s history may seem unnecessary. But as soon as you identify your goal, it’ll become clear that your organization won’t be successful without access to customer history, and you’ll instantly know what about the customer’s history is most valuable to understand. Let’s think of customer relationships more broadly. What is the first thing that comes to mind when you think about building a relationship with a new friend or significant other? You’ll most likely want to learn about who that person is on a deeper level. This helps you understand why they make the decisions they make, what their habits are, an

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amanda.rothbard
Community Manager
11 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

Achieving a 360-Degree Customer View Isn’t as Tough as You Think

Written by: Andrea Paul, Director of Content and Research @ Kustomer One of the biggest challenges for contact centers and customer service departments is convoluted systems. According to CCW Digital research, two of the top five areas for improvement include agents spending too much time on low-value work and the absence of a 360-degree customer view. When customer service agents don’t have a 360-degree customer view, they spend excess time navigating applications and databases trying to manually find customer information and history, which is frustrating and inefficient for both employees and customers. However, with the right technology, it doesn’t have to be that way. Read on to learn why. What Is a 360-Degree Customer View? Knowing all of your customer interactions and customer history is crucial for seamless interactions with your organization. A 360-degree customer view includes every interaction a customer has with your brand, from a website inquiry to a product purchase to a c

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amanda.rothbard
Community Manager
11 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

Start From the Top to Create a Customer-First Mindset

 Written by Andrea Paul, Director of Content & Research @ Kustomer The customer experience. We all know its importance. Without happy customers, our businesses would fail. And our customers won’t be happy without a good customer experience. What creates truly “stand out” brands is an exceptional experience, where customer effort is low, and surprise and delight are high. This means no hurdles to jump through. A consistent experience no matter how or where they interact with a brand. And predicting customer needs before they even have to ask.Even if support teams are now being thought of as “customer experience” teams, the truth of the matter is, CX is a true team sport — touching every part of the organization. And the most important quality to ensure a positive experience, is by creating a customer-first mindset. Customer-Centricity Starts From the Top DownThe responsibility of creating an exceptional customer experience bleeds throughout the entire organization, and starts with a

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amanda.rothbard
Community Manager
11 months ago
amanda.rothbard
Community Manager
amanda.rothbardCommunity Manager
published in Thought Leadership by Kustomer

How-to Guide: Delivering Data- Driven, Personalized Support at Scale

To succeed in this new era of customer service, companies have to figure out how to personalize the way they connect with their customers, using real-time, contextual data to deliver meaningful, uninterrupted conversations. If they can do this, they’ll reap the benefits of turning customers into happy, loyal brand advocates, and boosting revenue in the process.So how do you transform your customer service strategy from a one-size-fits-all approach to a one-size-fits-one? This guide will show you why personalizing your support strategy is crucial for your business — and how to do it. Download this how-to guide to learn about: What Personalization Means for CX Organizations The Psychology Behind Personalization The Importance of Knowing Your Customers Why You Should Meet Customers Where They Are Using AI to Interact More Intelligently

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amanda.rothbard
Community Manager
11 months ago

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