Our engineering and product teams have been busy launching new integrations, adding new features, and making your requests happen. Here are the highlights of what we’ve added in the past couple of months, in case you missed any.
New Integrations
UJET
We launched an integration with UJET, expanding our channel offerings and options. This integration is an additional phone channel to boost team productivity and give customers a higher level of customer service.
UJET is an integrated phone solution that lets you take and make calls inside of Kustomer. UJET replaces complicated voice systems with a modern, in-app experience that displays the full customer context. Calls are recorded as events inside the Kustomer timeline, with details like call recordings, date, duration, shared files, and more. Teams can use UJET to request verification, images, and more from within Kustomer.
Reporting: Standard Reports
We added new Standard Reports including the Overview, Conversation, User, and Team reports. Standard Reports give admins conversation and user-level KPIs to measure the performance and effectiveness of your team.
Overview Report
The Overview Standard Reports section helps admins understand customer behaviour and inbound volume. The standard metrics include Inbound Customers, Total Inbound Conversations, Average Conversation Handle Time, Messages Received By Channel, Average Messages Per Conversation, and Resolution Time.
Conversation Report
Standard Conversation Reports give admins conversation-level KPIs including the Average First Response Time, Average First Resolution Time, First Contact Resolution, and Average Handle Time. In addition, users can visually compare any two metrics simultaneously.
Team & User Reports
Our Standard Team and User Reports deliver team filtering and metrics including Sent Messages, Sent Messages Per Customer, and Average Messages Per Conversation. Admins can examine the performance over time by selecting a date range.
Automation Features
Scheduled Workflows
We launched Scheduled Workflows to create enterprise-class customer journeys based on elapsed or relative time. Scheduled Workflows can wait for a specified time to pass — a few minutes, hours, or days later — and then continue the workflow, following a simple or complex decision process. Users may also call Scheduled Workflows from any other workflow, helping automate proactive follow-up or other actions.
For example, when a person creates an order, you can use a scheduled workflow to wait 2 hours, then notify the warehouse and confirm the item has been packed.
Email Templates
This new feature lets users add multiple html templates to their account. Users can then choose a default template, which can be used to send a bulk outbound message to customers. Email Templates are fully customizable, making it easy for teams to match their brand based on formatting, styling, and image use.
For example, you can use a template to bulk email a group of customers who missed an event.
New Features for Data Standardisation
Business Hours
Admins can set the hours that their business is open. Setting Business Hours ensures that custom reports are accurate and are also accounted for in the following Standard Reports metrics: Average First Response Time, and Average First Resolution, and Resolution Time.
Required Fields
We added Required Fields to help standardise how teams handle conversations, resulting in a more seamless customer experience. Required Fields ensure that non-admin users fill out selected Conversation Custom Fields before marking a conversation done.
Required Fields in Kustomer help guarantee consistency across all conversations, allowing you to create more insightful reports, track information that is important to your business, and ensure increased data integrity.
For example, teams can use required fields to ensure that the contact reason is filled out and standardised for reporting.
Multi-Level Lists
We added Multi-Level Lists, which let teams build categories that match their business model. You can create Multi-Level Lists as fields on a customer, conversation, and custom object. Multi-Level Lists are also reportable.
For example, create a multi-level list to link a specific product to a customer.
Timeline Improvements
Inline Images
Users can add Inline Images to emails, notes, and chat. Many types of images can be added, from PNGs, JPEGs, to GIFs.
MMS
We launched photo support for text messages. MMS is available automatically, as long as you have a phone number and a text channel enabled.
For example, you can text an image of a product your customer is interested in.
We’re listening to you! Email us at support@kustomer.com with any ideas or requests.
