Customer Support is playing an increasingly strategic role in companies. Today, we are excited to unveil a new powerful solution that uncovers valuable insights and trends about your customers. We have partnered with Looker to create a solution that enables companies to integrate their support team’s data into broader, company-wide insights and analysis.
Kustomer helps Support teams get a complete view of their customers and treat them like people instead of transactions. Companies using Kustomer can easily create a real-time data export stream of this Support activity into their data warehouse.
The Kustomer & Looker Block
Kustomer and Looker are a perfect match: Kustomer gives you one place to view all of your customer support data and Looker is a great way to help you share, combine, and analyze that information at an operational level for your whole company.
To make it even easier to get started with your analysis, we’ve created a Looker Block for Support Analytics by Kustomer. Looker Blocks make it easy for companies to quickly deploy expertly built, tailored solutions specific to each business unit or data source. They are also a great way for partners like us to make the data we’re replicating into your data warehouse immediately actionable.
The Looker Block for Kustomer allows you to easily explore your customers, conversations, and teams data to provide a comprehensive view of Customer Support team operations. Some example metrics include:
- Key statistics for support team members, including average time to first completion
- Average time to first response and average number of messages in conversations
- Conversation status and volume by channel
The Complete View of your Customer
So, why is using Looker on Kustomer data valuable? Kustomer gives you the context of the customer beyond an individual transaction and in Looker you can link this data with other operational data in your data warehouse, including application data and home-grown systems.
This union of customer data enables you to perform the analysis that can result in actions that increase loyalty, improve customer lifetime value, and help customers get what they need. You can use Looker to uncover intelligent insights not only in your customer data but in your enterprise data too.