Say Hello to Kustomer Voice!
Kustomer is thrilled to announce the launch of native voice capabilities as a part of its comprehensive omnichannel service platform. Now, Kustomer clients can service their customers seamlessly across phone, email, chat, SMS, and social messengers—all within the platform, eliminating the need for third-party integrations.
Kustomer Voice offers essential functionalities for inbound and outbound calling such as call recording, transferring, holding, routing, IVR along voicemail. Call details appear directly in the Kustomer Timeline, providing agents with complete context of conversations. Built on the Kustomer platform, Kustomer Voice allows clients to take full advantage of our advanced CRM and automation capabilities. Additionally, agents can use Kustomer Voice to make proactive outbound calls to customers, leading to higher satisfaction and loyalty
Having all support channels in one platform reduces the complexity associated with integrating third-party solutions. Heather Kunert, Head of CX at Comrad, who recently switched to Kustomer Voice, shared, “I love it! Having the ability to service across all channels from one place in Kustomer is so much easier for our agents.”
The Essential Role of Voice in Customer Service
In an era dominated by emails, texts, and direct messages, speaking with an agent is sometimes the quickest path to issue resolution. Voice remains the #1 preferred channel for consumers to connect with businesses for customer support, according to a recent global consumer survey by Arion Research.
Voice is ideal for handling urgent issues, such as service outages, last-minute reservation changes or cancellations, sensitive matters involving financial or personal data, or complex issues requiring back-and-forth discussion. The ability to convey tone and emotion through voice often leads to a more personalized and empathetic customer experience. Adding native voice to the Kustomer platform is crucial to enhancing our omnichannel service offering and enabling customers to deliver a seamless customer service experience.
Seamless Integration for Complete Customer Context
Our new native voice solution seamlessly synchronizes with all other communication channels, empowering the Kustomer platform to service customers on their preferred channel. With direct access to all the valuable customer data in our CRM, Kustomer Voice offers greater personalization of support calls. Agents using Kustomer Voice have important customer context at their fingertips to provide an exceptional conversational support experience. No time is wasted asking customers to repeat basic information. Interactive voice response capabilities route customers to the best person to answer their specific inquiry.
Streamlined Operations and Cost Efficiency
Kustomer Voice simplifies the management of customer support channels by consolidating data and interactions into a single platform. This not only improves efficiency but also reduces the complexities associated with managing multiple third-party voice solutions. Businesses benefit from a single invoice and streamlined budget approval processes, reducing the total cost of ownership. With Kustomer Voice, you can easily get started and pay for only what you use. Kustomer Voice starts at only $0.04 per minute for inbound calls from the US/Canada. Learn more about our pay-as-you-go pricing here.
Why Choose Kustomer Voice?
Kustomer Voice addresses the specific needs of businesses seeking a robust platform that provides full visibility into the customer journey across all critical service channels to deliver exceptional customer experiences. Now with Kustomer Voice, calls are natively integrated into the flow of a single customer support conversation that traverses multiple channels on the Kustomer Timeline. Kustomer does not silo voice support as a single channel assigned to its own support ticket.
Take this example:
Video description: A customer calls into support after receiving a damaged product. While on the phone with the agent, the customer receives a text message from the agent and replies with a picture attached of the damaged product. The agent will see the image shared on the Timeline to verify the product is in fact damaged. The agent who is still on the phone with the customer can email the customer a return label to ship the damaged product back. The agent can also initiate shipping a replacement product free of charge with Kustomer’s Shopify integration. At the end of the call, an SMS is automatically sent with a CSAT survey asking for feedback about the customer experience.
All of these actions take place while the customer is on the service call with the agent using Kustomer Voice. This example demonstrates how an agent using Kustomer can resolve the customer’s issue utilizing the various service channels that make the most sense for the type of communication without the need for separate support tickets.
Get Started with Kustomer Voice and Pay Only for What You Use
To learn more, visit our Omnichannel Customer Service page and read our Help article.See Kustomer Voice in action, request a demo!
