Our Customer Experience Team
White glove service every step of the way
Moving on to a new customer support platform doesn’t have to be a headache.
Our Customer Experience team offers a powerful combination of deep Kustomer platform knowledge with broad customer service and digital transformation expertise across our implementation, success and support services.
Implementation
Getting started with Kustomer
Once you become a member of our Kustomer community, it is our mission to make sure you have a smooth, successful transition to the Kustomer platform. Our team of Implementation Managers and Engineers will work with you to create an implementation plan that’s designed to get you up and running successfully, balancing best practises with your specific needs.
Planning
In the planning phase, the project team discusses the objective of the project as stated in the scope of work (SOW) and creates a customised project plan to fit your business.
Implementation
This includes the configuration of the Kustomer platform for your organisation, including setting up any required integrations. This is an iterative, collaborative process and we’ll work together to realise your customer support vision.
Roll-out
Once the implementation phase is complete, it is time to train your agents and go live. Going-live methodology depends on your team and the complexity of the implementation. Our team will shadow yours and be available to you for 30 days after go-live to make sure you are comfortable with your new platform.
Meet some of our implementation engineers:
Transparency
We work with you to set expectations and accomplish the project’s goals while providing clear updates along the way.
High-touch
We set regular checkpoints throughout the implementation to ensure quality, pace, and comprehensiveness.
Ownership
We share Kustomer know-how so your team has the relevant skills and knowledge to own your new platform.
Success
Your success network for the long haul
Our Customer Success team works as an extension of your team to make sure you’re optimising the Kustomer platform for a greater strategic impact on your business.
“The team is really happy with Kustomer so far. Because Kustomer takes a different approach to customer support, I assumed it would take some time to get used to as a team, but overall it has been a hit. Kustomer has been especially helpful by having the remote team help out on email while continuing to focus on chat. Working with Christina on the roll out was great, and the on-boarding process was smooth. Keep it up as you grow!”
Blake Norman, Customer Engagement Director, PLAE
Support
Faster answers for customers. Fewer questions for your team.
As your business and processes evolve, our success team will share best practises from across the Kustomer network of users with you, educate your team on our product roadmap and future capabilities, and ensure that your people are familiar with new features and enhancements as they get released.
On-Call Teams
Standing by 8am through 8pm ET, Monday through Sunday.
24/7 Critical Support
We know that your customer support platform is mission critical to your business. We are leveraging our support teams and Kustomer tech to make sure your issues are responded to in a timely fashion* when there are Kustomer platform availability issues and when something is preventing you from communication with your customers.
Self-Service
Access our knowledge base and support portal. We probably already have an answer to your questions. Get up to speed with recent updates, tips and tricks, and best practises that will help you make the most of Kustomer.
*Check out our SLA on select support plans. Contact us for details.