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 case you missed any.
New Integrations
Looker Integration
We announced our partnership with Looker to create a solution that enables companies to integrate their support team’s data into broader, company-wide insights and analysis.
To make it even easier to get started with your analysis, we created a Looker Block for Support Analytics by Kustomer. Looker Blocks make it easy for companies to quickly deploy expertly built, tailored solutions specific to each business unit or data source. They are also a great way for partners like us to make the data we’re replicating into your data warehouse immediately actionable.
The Looker Block for Kustomer allows you to easily explore your customers, conversations, and teams data to provide a comprehensive view of Customer Support team operations.
Aircall Integration
We announced our partnership with Aircall, an innovative company that makes it easy for sales and support teams to integrate voice calls with their existing tools.
With this partnership you can now add your Aircall phone experience to the rich customer information you already have in Kustomer.
Using Aircall and Kustomer together enables you to get to the right information faster when a customer calls. We put all of the customer’s information together in one place to help you deliver an improved customer experience overall.
Check out our blog post to learn more.
Exciting New Features
Priority
We launched Priority, a new feature that helps you prioritise and gain insight into customer issues. Every new conversation receives a default priority of 3. To sort based on Priority, just add it to your conversation Search Columns.
For example, create a search for customers with a priority greater than 4 to identify and provide immediate support, resulting in happier customers.
Autopilot Improvement
Autopilot saves your team members time by loading the next customer in your active search automatically when you finish or snooze a conversation. Now, we’ve added the option to go to the next customer while your current customer is still open. These Autopilot updates will help your team be even more productive.
For example, while you are waiting for your customer to respond, use next customer to get started answering another customer’s question!
Autopilot is included in the Enterprise Plan.
Search Improvement
We’ve added new fields including oldest inbound un-responded message, last inbound message, and last outbound message. These new fields can be added as Search Columns.
We’ve also expanded upon sort, letting you choose a primary sort and secondary sort option using the new fields.
Here’s how to sort:
- When viewing a search, click on the column you want to make it primary
- Shift-click on the header of the column you want to make it secondary
- The primary sort column will have a 1 and secondary will have a 2
Timeline Improvements
Snooze Customization
We’ve enhanced Snooze to include customised times. Now, you can create Relative (15 minutes from now) or Dynamic (Wednesday at 2:00pm) organisation wide snooze times. Just head to the settings section to customise your Snooze settings.
In addition, we’ve added these options for compliance: you can now also disable the ability for users to set a custom snooze time or the ability to snooze until a customer replies.
Note Attachments
Many companies spend most of their time communicating via notes. We’ve added attachments to notes, which makes it easier to collaborate. Get started today sending images and documents.
The Next Big Feature
We’re listening to you! Email us at support@kustomer.com with any ideas or requests.
