About this Tool

What is Kustomer?

Kustomer is a Customer Experience (CX) platform built with AI, and combines Customer Relationship Management (CRM), Omnichannel Support, Workflow Automation and Autonomous AI Agents.

It captures and tracks customer interactions and maintains a unified record of customer profiles and history of their purchases, their previous interactions, and customer support activity. It offers AI-powered capabilities to automatically respond to customer inquiries and offers context and suggestions to human agents.

Kustomer is especially well suited for companies that process high-levels of customer interactions via various communication channels.

All the features of Kustomer are neatly packaged into one.

• AI Concierge: Customer service agents who are independent and respond to customer requests via customer data, business knowledge and connected tools.
• AI Envoy: Generates summaries, context and suggestions of answers for human customer service agents to customer inquiries.
• AI Architect: Shapes, deploys, analyzes and improves customer experiences powered by AI using tools.
• Unified Customer CRM: Sings up and retains customer data, history of interactions and relevant business data in a single workspace.
• Omnichannel Support: Offers multi-channel support to manage emails, live chat, SMS and WhatsApp.
• Workflow Automation: Automates repetitive processes, conversation routing and complicated customer services processes.
• AI Agent Orchestration: Coordinates and manages multiple specialized agents to coordinate all kinds of tasks, such as refunds, order tracking, and customer complaint resolution.
• Reporting & Analytics: tracks metrics on the customer-service, agent productivity and other operation metrics.
• Integrations: Synchronizes customer service processes with external applications and systems of business.

How Kustomer Works

1. Kustomer keeps all of the information about your customer in one place.
2. The businesses integrate their communication channels and set up workflows, and they feed AI agents with knowledge sources and tools relevant for the businesses.
3. Upon the receipt of a request for response from a customer, a computer system with machine intelligence processes the chat content, and existing data about the customer, and provides a response or action in accordance with the content of that processing.
4. Special agents may serve as a coordinator in the background to accomplish multiple items of a request.
5. An automatic status update to a customer who is requesting his/her order or a more complicated refund process may be scheduled to a workflow for a customer.
6. Human intervention is possible if necessary.

Use Cases of Kustomer

💬 Automated Customer Support
Handle common inquiries, respond promptly and simplify common services requests.

🛒 Ecommerce Customer Experience
Enable order tracking, return and refunds, product enquiries and customer retention.

🏢 Enterprise CRM Management
Make sure that all of the customer data is centralized and that various departments are working together as a team.

📞 Omnichannel Communication
Handle customer dialogues on a variety of communication channels from a single workspace.

📊 Support Team Optimization
Use AI information, automation and performance analytics to improve service operations.

Pricing

Kustomer is a subscription based service. The price is dependent on the platform package chosen, the number of users, plus additional AI features.

Enterprise plans: These are available for more complicated customer service operations that require more advanced CRM, automation and reporting.

AI Concierge: AI usage fees start at $0.01 per million tokens and storage fees are also charged.

AI Envoy: There is an option to use and it may be available with a cost.

Enterprise pricing: Businesses can contact Kustomer to get a custom solution.

At the moment, Kustomer does not have a complete pricing page for its current AI offering.

Advantages Of Kustomer.

• Provides one view of the customer interactions.
• Coordinates complex service operations with customers.
• Reduces the need for repetitive tasks of support person.
• Improves response times and response consistency.
• Relates AI automation to human-agent support.
• Supports businesses to operate with several levels of communication.
• Serves customers in a way that suits each individual customer to keep them.

What’s special about Kustomer?

The key differentiator of Kustomer from other solutions is a combination of CRM combined with AI enabled customer service automation. It’s not a singular “Customer reported trouble, here’s the solution” kind of support call, it’s a dialogue that is continued within the context of the business and the customer’s history with the company.

All three of its top features—Concierge, Envoy, and Architect—are working on three core pillars of the customer-facing automation, human-agent support, and customer experience development spaces, through the prism of AI Design.

Who is Kustomer for?

• Retailers and on-line retailers.
• Companies that have major support departments (SaaS).
• Companies who have several modes of communication with their customers.
• Customer experience and Customer Support teams.
• Businesses that want to incorporate complex service processes.

Final Verdict

Kustomer isn’t just a typical helpdesk or chatbot. With a single CRM, independent AI bots and automated workflows, it’s an all-in-one tool to run customer relationships and service operations.

It is particularly relevant for growing and enterprise organizations where contextual data, automation and human beings must collaborate.