Customer Service Starts with the Customer, Not Service
Facing a customer service crisis, companies grapple with exploding demands, tech shortfalls, and sky-high expectations. Enter Kustomer, our solution that shifts from reactive to proactive, starting service with a “hello” rather than a “help.”
By capturing crucial data upfront, we fundamentally change the customer experience, enabling anticipatory service that addresses needs before they become problems. Our cutting-edge CRM, fusing AI, data, and applications, empowers companies to provide unparalleled service.
Braving the Storm
The $3.7 Trillion Challenge of Modern Customer Service
Diving into customer service? It’s a wild ride, with Qualtrics spotlighting a $3.7T loss thanks to poor service service.
Customer requests are overwhelming, there’s a staff shortage, and hiring is tough. AI is popular but hasn’t solved everything. Digital solutions were supposed to help, yet challenges remain. With rising customer expectations, customer service leaders struggle to maintain quality support without overspending.
Forbes: Businesses Lose $75 Billion Due To Poor Customer Service
Unraveling the Frankenstack
Exposing the Shortfalls of Modern Customer Service Tech
So customer service leaders are in a jam, right? They’re looking for a lifeline, and along come these tech vendors promising an “AI revolution”. “Achieve more with less!” is their rallying cry. But here’s the catch – it’s not working as customers are still dissatisfied and businesses are still bleeding cash.
We’ve dubbed this mess the “Frankenstack”: a mishmash of tech that promises the world but delivers little.
It feels like we’re on a never-ending merry-go-round, constantly chasing after the next big solution without ever truly addressing the root problem.
Breakthrough Moment
Exposing the Critical Gap in Customer Support
Imagine you buy an elliptical, and to your dismay, it decides to take an early retirement just three weeks later.
You contact support, and they ask for the usual info (name, address, proof of purchase) to start a ticket—pretty standard, right?
Wrong. This reveals a common flaw in customer service. It’s subtle, often overlooked, but once noticed, it’s eye-opening. This scenario exposes the limitations of traditional support and highlights how innovative solutions like Kustomer can transform customer service by addressing these gaps.
Customer Service Starts with
Hello, Not Help
Start Where It Begins, Not Where It Ends
Kustomer captures key data at order placement, not ticket time fundamentally changing the entire customer experience. Others have a conversation, create a ticket, and try and grab context. We create the customer, provide context, and have a conversation.
It’s like catching a problem right at the starting line, not halfway through the race. And remember, no amount of tech or AI can make up for starting in the wrong place.
Revolutionizing Customer Care
The Kustomer Advantage
Now, imagine if this company used Kustomer for their support. As soon as an elliptical belt issue is detected, the system alerts the customer and recommends shipping a replacement part immediately with a how-to-fix-it video.
Simultaneously, the support agent is informed of the issues and schedules a follows up a few days later and even extends the customer’s subscription to an exercise video series for the trouble caused.
It’s like customer service magic.
Our Why
We Believe in the Power of Anticipation
We believe in the power of anticipation. This belief is woven into our very fabric; everything we do aligns with anticipating what’s next.
Anticipation means expecting or predicting something before it happens. It’s proactive not reactive. It’s unraveling and addressing the customer story before it even unfolds. It’s preparing for the future based on current observations, data, or trends and it’s the key to delivering exceptional service, creating innovative solutions, and staying ahead of competitors.
Simon Sinek: The Golden-Circle
The Kustomer Platform
And how do we deliver our why? With our industry leading customer service CRM
At Kustomer, we understand that the magic lies not only in the ‘what’ of the data but crucially in the ‘when.’ Data is the lifeblood of modern customer service, powering your support platform with timely insights for unparalleled understanding of your customers.
But we don’t stop there. We supercharge this with AI, transforming raw data into actionable intelligence.
On top of that we have key applications transform and modernize support.
By synergizing data and AI with our applications, we’re transforming the customer service landscape. We’re not just reacting to customer needs; we’re proactively anticipating them. This approach doesn’t just elevate customer service; it redefines it.
Increase Automation Efficiency by
45%
Increase CSAT by
48%
Increases Agent Efficiency by
65%
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