If your CX team and customer-base are growing, I highly recommend Kustomer.
December 10, 2019
If your CX team and customer-base are growing, I highly recommend Kustomer.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Kustomer
Kustomer is being used within the RTR CX department and by some of our engineers on the tech team. We use this as the main platform for communicating with RTR customers. This gives the CX team the best view of the customer, by implementing our internal system and other key information about the customer. With the data within Kustomer, we are able to gather CSAT, SLA, and insight for the staffing model.
Pros
- Customer timeline gives the ability to see more about the customer
- Kustomer support team and TAM have a great partnership with their clients
Cons
- Initially, the platform isn't the easiest to use. They could improve it with a better help center.
- Some metrics don't line up with current RTR metrics, and it's hard to work around or decipher how to implement their metrics.
- Customer timeline -- ability to see all customer inquiries and address customer needs
- Sentiment -- gives insight to help improve CSAT
Comments
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