Kustomer vs. Provide Support Live Chat

It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.

Incentivized

Provide Support Live Chat is a very user friendly tool. It allows my Customer Service Team to perform their daily duties and easily access live chats when needed. It's really great because we can ask for contact information so we can research questions if needed and then reply back in a timely manner. Our customers and potential customers can always have access to a live person.

Incentivized

• All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
• The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
• We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.

Incentivized

• View active website shoppers
• Answer product and support questions

Incentivized

• For our team, the feature that defaults all notes to begin in "done" status is difficult. Throughout each day we need to have notes open and assigned back and forth to different teams, and we have to remember to manually "open" each note. There is too much room for human error with this setting, and it is easy for important notes to be missed if a user forgets to open the note.
• Similarly, it can be hard to remember to assign emails/notes to a particular team in addition to a user. We almost exclusively work out of team inboxes, and if someone on Care writes an email to a customer, the email will automatically be "done" when it is created, and it will be assigned to the user who wrote it, but not also to the user's team. There are instances where an email needs to be snoozed for several days/hours with further action needed, and unless the user remembers to assign the email to their team it may "awake" from the snooze and not be visible to anyone except the user who created it. Similarly to my first comment, this leaves a lot of room for human error and is not very intuitive.
• Personally, I do not love that all tickets/emails/notes are jumbled together in the same inbox. While this gives visibility to everything on the "to do" list at the same time, it can be visually overwhelming. We have created unique folders for certain types of projects or categories of work, but have experienced tech glitches or just the awkwardness of another step to manually read the note, determine what type of category it is, and then manually assign it to another folder. Would love to have things auto-sort and take out this manual lift.
• I love the idea of the autopilot setting, but we have not been able to use this for our work because it sorts items based on time, and not based on priority. In our line of work, we may have an urgent situation arise that needs attention before an email that was sent in 60 minutes ago. The autopilot feature would push the email to my associates sooner than it would the urgent situation from 5 minutes ago. Due to this, we manually monitor inboxes and assign work to ourselves and others.

Incentivized

• Auto-login, so you don't forget to login in the morning
• Operator chat window seems outdated
• Billing could be more clear

Incentivized

Because there's no other tool like Kustomer

Incentivized

There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.

Incentivized

Because Kustomer is available when you need it

Incentivized

Because ages load quickly, reports complete in a reasonable time frame, given their complexity

Incentivized

It’s a great tool that has helped our company and overall customer service. I believe if we were able to edit certain setting for our specific company that would be hopeful. We have been told before that certain desires of ours would make a change throughout all of Kustomer. Which is not something we would want, we would just want that to change for our business.

Incentivized

They are there when I need them.

Incentivized

Because they are very hands-on in training us and very approachable

Incentivized

It was very easy to understand.

Incentivized

Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.

Incentivized

I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the resources or the customer-focus to rally behind setting up their customer service/experience team up for success. With a platform like Kustomer, you can actually evolve the relationship over time, or use the past experiences (number of contacts, purchases, previous issues, etc.) to power your next steps with a customer, making for a much more nuanced relationship with a human, not just a ticket.

Incentivized

We elected to continue with Provide Support Live Chat because it was more economical compared to Salesforce's option. While Salesforce contained more integration options, we did not see the need to dramatically increase our costs just to have direct integration with Salesforce records and accounts. We haven't evaluated other options since we are happy with Provide Support Live Chat.

Incentivized

Because customer is flexible and scalable

Incentivized

• We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
• Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.

Incentivized

• I was not a part of the business decision to start using Provide Support Live Chat. I have been with the company for 6 years and I can say it is well worth it.

Incentivized