Here at Kustomer, we are hard at work alleviating customer service teams from the manual busywork that can overwhelm agents, especially when traffic and call volumes are high. Even the simplest request or question can be a distraction from conversations that require more thoughtful attention.
That’s why intelligence is baked into everything we do. Our platform is built to automate menial tasks so organisations can scale and teams can provide personalised, high-quality care that keeps customers happy.
With Kustomer’s Business Rules, anyone can implement automation to free teams from time-consuming tasks. Our easy-to-use rules builder can process simple to complex actions, like sending transactional messages, categorising conversations, and escalating issues.
We’re breaking down some of the most useful ways your team can work smarter with Business Rules to keep operations running smoothly.
1. Send Automated Messages
There are plenty of reasons to send automated messages—like letting customers know an agent will be right with them, or perhaps you have a specific note or promo you’d like to share.
Automating these communications keeps customers informed, and agents less distracted. Also, an ability to easily implement automated messages lets you build and run them at a moment’s notice.
Business Rules in Kustomer let you control exactly when an automated message is sent and who receives it, so you can provide customers an optimal experience by communicating effectively.
Watch our video to see how easy it is to create automated messages with Business Rules.
2. Add Tags to Conversations
Tagging conversations isn’t just a great way to stay organized—tags work as actionable triggers to automate processes in Kustomer.
Business Rules can be used to add tags to conversations, then those tags can be used to automatically route conversations or escalate issues to specialised teams.
3. Mark Auto Responses ‘Done’ Automatically
A single Business Rule can cover a lot of ground. Auto responses can clog agent queues, and cause SLAs to breach if they aren’t marked ‘Done’. Since auto responses occur with various subject lines, you can create a single rule that automatically marks auto responses complete by identifying possible subject line containing keywords like ‘automatic response’, ‘automated response’, ‘auto response’, etc.
4. Assign Multiple Channels to a Specific Team
It’s hard to anticipate peak interaction times or periods of high conversation volume, so you may need to shift team priorities quickly. You can create a Business Rule that automatically assigns channel-specific conversations to a designated team, making sure all customers are covered during your busiest times.
You can learn more about Business Rules in our Help Centre, or get in touch with us to learn how Kustomer improves customer service experiences with AI and automation.
