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June 6, 2024
XX min read

How to Use Kustomer: A Comprehensive Guide

Introduction

In the fast-paced world of customer service, efficiency and quick access to relevant information are paramount. Kustomer is a trailblazing customer service CRM platform designed to manage high support volumes and optimize customer experiences throughout their entire service journey. By employing a holistic approach to customer service, Kustomer streamlines operations and enhances the overall customer experience, making it an essential tool for modern workplaces looking to stay competitive and responsive.

Who is Kustomer for

Kustomer is designed for businesses of all sizes that need to manage high volumes of customer inquiries without compromising on service quality. It's particularly well-suited for customer service departments, support teams, and any organization dedicated to providing swift and personalized responses to customer queries. These ideal users will benefit most from Kustomer:

  • Customer Support Teams: Provide timely and accurate responses to customer inquiries.
  • Customer Experience Managers: Optimize the customer service journey from start to finish.
  • Sales Teams: Track customer interactions and tailor engagements for better conversion rates.
  • Small to Medium-Sized Enterprises (SMEs): Streamline customer support processes to boost efficiency.

Key features

Kustomer offers a suite of powerful features designed to transform how customer service teams operate:

  • Unified Customer Timeline: Gain a complete view of the customer by viewing all interactions across channels in a single timeline. This includes past purchases, service tickets, and communication history, ensuring that agents have the context needed to provide exceptional support.

  • Omni-channel Support: Handle customer inquiries from multiple channels like email, chat, phone, and social media within one platform. This ensures no customer request falls through the cracks, creating a seamless experience.

  • Customizable Workflows: Automate routine tasks and create customized workflows to ensure consistency and efficiency in handling support tickets. This functionality allows teams to tailor the system to fit their exact needs.

  • Knowledge Base: Build a comprehensive repository of information that customers and agents can access for self-service and support. This reduces the dependency on live agents for resolving common issues.

  • Reporting and Analytics: Access detailed analytics to measure the performance of customer service operations. Identify trends, track key performance indicators (KPIs), and make data-driven decisions to continually improve service quality.

Best use cases

Kustomer excels in various scenarios, enhancing the effectiveness of support teams across different industries:

  • E-commerce: Manage high volumes of customer inquiries about order status, returns, and product information efficiently. An example includes automatically routing customer queries about order tracking to a self-service knowledge base article.

  • Financial Services: Provide personalized support for complex queries related to account management, transactions, and policy changes. For instance, Kustomer can pull up a detailed timeline of a customer’s interactions and transactions, helping agents quickly understand and resolve issues.

  • Healthcare: Ensure quick and accurate responses to patient inquiries regarding appointments, billing, and medical records. Kustomer allows for the secure handling of sensitive information while maintaining robust communication with patients.

  • Technology Companies: Offer technical support and troubleshooting for software and hardware products, ensuring rapid resolution of issues. An example use case is the automation of ticket categorization based on the issue type reported by customers, streamlining the support process.

Getting started

  1. Sign Up for Kustomer: Visit the Kustomer website and sign up for an account. Choose the appropriate plan based on your business needs.
  2. Set Up Your Profile: Enter your company details, including support team information and contact details.
  3. Integrate Communication Channels: Connect Kustomer with your email, social media accounts, phone system, and other communication channels to start receiving and managing inquiries in one place.
  4. Customize Your Workflows: Use Kustomer's workflow automation tools to set up customized processes. Define rules for ticket routing, escalation, and automated responses to ensure consistent and efficient operations.
  5. Create Your Knowledge Base: Populate your knowledge base with articles, FAQs, and guides that can help both customers and agents find answers quickly.
  6. Train Your Team: Provide training to your support agents on how to navigate Kustomer’s interface, manage tickets, and utilize the knowledge base.
  7. Monitor and Optimize: Regularly review the performance analytics and gather feedback from your team to continuously refine and improve your support processes.

Tips and best practices

  • Regularly Update Your Knowledge Base: Keep your knowledge base current by regularly reviewing and updating articles based on customer feedback and new information. This ensures that customers and agents have access to accurate, up-to-date answers.

  • Leverage Automation: Use Kustomer’s automation capabilities to handle repetitive tasks such as ticket assignments, follow-up reminders, and response templates. This frees up your support agents to focus on more complex issues.

  • Personalize Customer Interactions: Take full advantage of the customer timeline feature to personalize interactions. Referencing past interactions, preferences, and purchase history can significantly enhance the customer experience.

  • Monitor Key Metrics: Keep an eye on important KPIs like first response time, ticket resolution time, and customer satisfaction scores. Use Kustomer's analytics tools to identify areas for improvement.

  • Foster Collaboration: Encourage your support agents to collaborate and share insights within the Kustomer platform. This can lead to faster problem-solving and a more cohesive team approach.

Integration with Guru

Kustomer's integration with Guru enables AI-powered searches directly within the Kustomer platform, providing support teams with instant access to reliable information. Here’s how this powerful integration can benefit your organization:

  • Advanced AI Search Capabilities: With Guru integrated into Kustomer, support agents can perform natural language searches to quickly find answers and information. Guru understands context and provides relevant suggestions, making it easier for agents to respond to customer inquiries accurately and promptly.

  

  • Seamless Access to Knowledge: Agents can access Guru’s extensive knowledge base without leaving the Kustomer interface. This means they can stay focused on resolving customer issues without having to switch between different tools.

  

  • Contextual Suggestions: Guru offers contextual knowledge suggestions based on the conversation happening within Kustomer. This proactive approach ensures that agents have the most relevant information at their fingertips, reducing resolution times.

  

  • Enhanced Productivity: By integrating Guru with Kustomer, organizations can significantly boost productivity. Agents spend less time searching for information and more time engaging with customers, leading to higher satisfaction rates.

Conclusion

Kustomer stands out as a comprehensive CRM platform specifically tailored for customer service teams, enhancing the ability to handle high support volumes efficiently. Its suite of features, from a unified customer timeline to customizable workflows and omni-channel support, makes it an indispensable tool for modern businesses aiming to improve their customer service operations.

When integrated with Guru, Kustomer's capabilities are further amplified, providing AI-powered searches and contextual knowledge suggestions that streamline the workflow and boost productivity. By adopting Kustomer and leveraging its integration with Guru, organizations can achieve remarkable efficiency and deliver outstanding customer experiences. 

Try Kustomer today and elevate your customer service journey to new heights, all while integrating with Guru for an added layer of AI-powered intelligence.

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