Kustomer
Overview
Kustomer is a customer service CRM platform that leverages AI and data to enhance customer support experiences. It offers a suite of tools designed to improve agent efficiency, automate customer interactions, and provide a unified view of customer data across all channels. The platform is trusted by innovative brands to manage billions of customer interactions, aiming to revolutionize customer service with proactive and personalized support solutions.
Industry: Customer Service
Ideal Customer Profiles: Kustomer's ideal customers are businesses seeking to enhance their customer service operations through AI-driven solutions. These include companies with high customer interaction volumes, such as e-commerce platforms, global delivery services, and brands focused on customer experience and satisfaction.
Website: kustomer.com
LinkedIn: http://linkedin.com/company/kustomer
Twitter: http://twitter.com/kustomer?lang=en
Products
KIQ Customer Assist
KIQ Customer Assist is an AI-powered chatbot that reduces customer queries by 45% by providing instant, personalized support. It integrates real-time CRM data into chatbot workflows for informed responses and tailored solutions.
Features
AI Responses
Description: Automatically solves customer issues with conversational answers based on support content, using sophisticated AI language models.
Benefit: Provides accurate and safe resolutions, enhancing customer satisfaction and reducing the need for human intervention.
Code-Free Configuration
Description: Allows users to build and deploy chatbot workflows using a visual interface and pre-built templates without coding knowledge.
Benefit: Enables quick and easy setup of chatbots, reducing deployment time and technical barriers.
CRM-Powered Resolutions
Description: Integrates real-time CRM data into chatbot workflows to provide personalized resolutions at scale.
Benefit: Enhances customer satisfaction and loyalty by offering tailored solutions based on up-to-date customer data.
Intent Detection
Description: Identifies key words or phrases to guide users to the right dialogue for accurate responses.
Benefit: Streamlines customer interactions, ensuring efficient and relevant support.
Seamless Handoff to Human Support
Description: Transitions conversations from the chatbot to human support teams smoothly.
Benefit: Ensures uninterrupted service and maintains a personal touch when needed.
KIQ Agent Assist
KIQ Agent Assist is an AI-powered copilot that increases agent efficiency by 65% by providing instant communication prompts and enhancing personalization through AI-driven insights.
Features
Suggested Responses
Description: Provides agents with instant communication prompts using Generative AI and internal knowledge bases.
Benefit: Speeds up issue resolution and improves response accuracy.
AI Text Enhancements
Description: Automatically refines messages for grammar, spelling, and brand tone, enhancing communication quality.
Benefit: Ensures professional and brand-consistent interactions with customers.
2-Way Translations
Description: Translates messages between agents and customers in over 53 languages.
Benefit: Expands global reach and supports multilingual customer interactions.
Conversation Summaries
Description: Summarizes lengthy conversations for quick consumption and seamless handoff between agents or chatbots.
Benefit: Maintains context and continuity in customer service interactions.
AI Generated Customer Insights
Description: Retrieves critical customer details from the CRM for instant personalization.
Benefit: Enhances customer interactions by providing agents with relevant customer information.
Customer Service CRM
Kustomer's Customer Service CRM offers a unified view of customer interactions across all channels, enabling hyper-personalized support and smarter business processes.
Features
Flexible and Extensible
Description: Integrates with 60+ apps and custom solutions to unify data from external systems into a single view.
Benefit: Provides a comprehensive view of customer interactions, enhancing decision-making and support quality.
Business Process Automation
Description: Automates support tasks and complex business processes using custom logic and multi-step branching.
Benefit: Increases efficiency and reduces manual workload for support teams.
Permissioning
Description: Controls user access with create, read, update, and delete permissions across the platform.
Benefit: Ensures data security and compliance by restricting access to sensitive information.
Advanced Automation
Description: Automates repetitive tasks with workflows, freeing up time for complex issue resolution.
Benefit: Improves team productivity and service quality by reducing manual intervention.
Artificial Intelligence
Description: Uses machine learning to contextualize conversations and recommend next best actions.
Benefit: Enhances service efficiency and customer satisfaction by providing predictive insights.
Proactive Support
Kustomer's Proactive Support uses data to anticipate customer needs and deliver assistance before issues arise, minimizing inbound support volume.
Features
Data-Driven Anticipation
Description: Leverages robust data to address customer needs proactively, reducing the need for customers to reach out.
Benefit: Decreases support volume and enhances customer satisfaction by resolving issues before they occur.
Proactive Assistance
Description: Provides proactive support to customers based on data insights, minimizing the need for reactive support.
Benefit: Improves customer experience by addressing potential issues early.
Inbound Volume Reduction
Description: Reduces the number of incoming support requests by addressing issues proactively.
Benefit: Lowers operational costs and improves support efficiency.
Hyper-Personalized Service
Description: Uses customer data to deliver personalized support experiences across all channels.
Benefit: Increases customer loyalty and satisfaction by providing tailored interactions.
Customer Engagement Maximization
Description: Engages customers with personalized interactions based on their data and history.
Benefit: Enhances customer relationships and drives repeat business.
Omnichannel Support
Kustomer's Omnichannel Support provides seamless customer service across all digital channels, leveraging AI and historical data for personalized engagement and faster resolution.
Features
Omnichannel Presence
Description: Delivers support across all digital channels, ensuring customers can reach out through their preferred medium.
Benefit: Increases accessibility and convenience for customers, improving overall satisfaction.
Chat Support
Description: Offers instant answers with CRM-powered chatbots and access to FAQs within the chat widget.
Benefit: Enhances engagement and provides quick resolutions to common queries.
Social Messaging Integration
Description: Integrates with social media platforms for seamless customer interactions in a single timeline view.
Benefit: Streamlines social media engagement and improves response times.
Email and Form Support
Description: Scales support with AI-driven conversation tagging and routing, reducing manual triage.
Benefit: Increases efficiency and frees up agent time for more complex issues.
Voice and SMS Support
Description: Manages calls and messages within the platform, prioritizing high-priority interactions.
Benefit: Ensures timely and effective communication, enhancing customer satisfaction.
Quantitative Benefits
"40% Increase in fully automated chats within 3 months of launch"
"84% Automatic resolution of requests with Kustomer"
"25% Increased Agent Productivity with Kustomer"
"A Next-Gen AI Customer Service Bot Driving Business Efficiency by 45%"
"A Breakthrough AI-Powered Copilot Increasing Agent Efficiency by 65%"
"Meet KIQ Customer Assist: The AI Bot Reducing Queries by 45%"
"On day one, KIQ Customer Assist handled 10% of chat conversations without any agent interaction and that number has been steadily increasing."
"Enhance your agent productivity by up to 65% while maintaining high CSAT levels"
Source: AI Agent Copilot
"We've also fine-tuned our response shortcuts, making them more effective for 90% of customer inquiries."
Source: AI Agent Copilot
"In the first week post-launch, the conversational assistant resolved 48 tickets without connecting customers to an agent. Within three months, that number grew to 71."
"Improved Service Level Attainment by 20%"
"Automatically Resolved Up to 84% Of Requests While Maintaining a High Global Satisfaction Rating"
"The organization has already achieved an 84% average rating across all customers, couriers, and partners."
"Customers who interact with our support team, or with our brand, typically have an average order value that's about $100 higher than customers who never engage with us."
"We've found that the lifetime value of a customer, who interacts with our support team, is roughly 21% higher than one who has never engaged with us."
"We recently analyzed data and found that over 27,000 customers made a purchase after speaking with our support team. Of that number, 11% made a second purchase on the same day they interacted with our support team. 31% made a second purchase within a week of contacting our support team."
Testimonials
"On day one, KIQ Customer Assist handled 10% of chat conversations without any agent interaction and that number has been steadily increasing. We're thrilled by the immediate success we're experiencing, and we've only just scratched the surface."
TJ Stein, Head of CX at Everlane
Source: AI Customer Service Software | Provide Optimal CX I Kustomer IQ
"Amare Global's customer service agents have been using KIQ Agent Assist for the past four months to polish spelling and grammar in outbound emails and chats. We've also fine-tuned our response shortcuts, making them more effective for 90% of customer inquiries. Agents love how user-friendly KIQ is compared to other tools, especially our ESL agents who find it invaluable for crafting messages confidently."
Jordan Larson, CE Business Analyst & Tech Admin at Amare Global
Source: AI Agent Copilot
"Kustomer was the perfect mix of being resilient for scale but built for the needs of a modern service team — something that isn't a given with today's CRM technology."
Jo Lai, Head of Customer Experience at Hopper
""[Kustomer] is simple enough for all our agents to use yet functional enough for customers and clients to navigate. It boosts our response time, encourages interactivity, and helps us keep our brand top of mind.""
Kristen Contreras, Customer Service Manager at Makesy
""Every highlight solved another pain point, and every detail was future-focused, innovative, and functional. The platform was a huge upgrade,""
Kristen Contreras, Customer Service Manager at Makesy
""We're a small team, but with Kustomer we can do a lot. It's made a dramatic difference in our service, enabling us to serve our customers with the care they deserve,""
Kristen Contreras, Customer Service Manager at Makesy
"Kustomer is the only customer service solution that meets our needs as a global delivery app. Previously, we used three separate applications to support our customers, couriers, and partners. Now, Kustomer lets us manage those relationships in one platform and ensures each conversation is sent to the right agent."
Sergi Mendez, Global Head of Live Operations at Glovo
Source: Glovo Case Study | Business Model | Kustomer Stories
"With the Kustomer Timeline, our agents have all the information and context they need to make better and faster decisions — all in one place."
Sergi Mendez, Global Head of Live Operations at Glovo
Source: Glovo Case Study | Business Model | Kustomer Stories
""We pull every omnichannel customer touchpoint into KMS, which gives our agents a complete view of our customer. So, whenever someone reaches out with an issue, our agents can quickly see what's going on and solve the problem.""
Michael Ludwig, Head of Customer Experience at HexClad
Customer Stories
Makesy
Problem: Needed to improve chat automation efficiency
Value Add: Kustomer helped increase fully automated chats
Outcome: Achieved a 40% increase in fully automated chats within 3 months of launch
Source: The AI-Powered Customer Service CRM Platform | Kustomer
Glovo
Problem: Needed to improve request resolution efficiency
Value Add: Kustomer provided automatic resolution capabilities
Outcome: Achieved 84% automatic resolution of requests with Kustomer
Source: The AI-Powered Customer Service CRM Platform | Kustomer
HexClad
Problem: Needed to maintain fast response times during peak shopping periods
Value Add: Kustomer helped maintain rapid response times during high-volume periods
Outcome: Maintained a response time of 1 minute or less during the first week of Black Friday and Cyber Monday
Source: The AI-Powered Customer Service CRM Platform | Kustomer
UNTUCKit
Problem: Needed to improve agent productivity
Value Add: Kustomer provided tools to increase agent efficiency
Outcome: Achieved a 25% increase in Agent Productivity with Kustomer
Source: The AI-Powered Customer Service CRM Platform | Kustomer
Everlane
Problem: Handling customer chat conversations efficiently
Value Add: KIQ Customer Assist handled 10% of chat conversations without any agent interaction on day one
Outcome: The number of automated conversations has been steadily increasing, providing immediate success for Everlane's customer experience
Source: AI Customer Service Software | Provide Optimal CX I Kustomer IQ
Amare Global
Problem: Needed to improve customer service efficiency and quality, especially for ESL agents.
Value Add: KIQ Agent Assist helped polish spelling and grammar in outbound emails and chats, and fine-tuned response shortcuts for 90% of customer inquiries.
Outcome: Agents found KIQ user-friendly compared to other tools, especially ESL agents who could craft messages more confidently.
Source: AI Agent Copilot
Hopper
Problem: Needed a resilient and modern CRM solution for their service team.
Value Add: Kustomer provided a platform that was both scalable and tailored to the needs of a modern service team.
Outcome: Kustomer was implemented as the perfect solution for Hopper's customer experience needs, offering resilience for scale while being built for a modern service team.
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