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5 Ways COVID-19 Shifted Customer Expectations

5 Ways COVID-19 Shifted Customer Expectations You’ve probably heard industry experts talk about how customers expected more from contact center representatives during the COVID-19 pandemic, and how many of those changes are here to stay. We’ve heard that, too. But what exactly do they...


Blog Entry
Kustomer is Proud to Join the Shopify Plus Certified App Program

by: Brad Birnbaum, CEO, Kustomer July 8, 2020 (click the thumbnail above to play video) Here at Kustomer we are constantly looking for new ways to make our customers’ jobs easier, building solutions and partnerships that optimize and personalize the customer experience. That’s why...


Blog Entry
Look for the Helpers: Technology's Role in Keeping Us Connected in Times of Crisis

In this moment of crisis, when the majority of the population is self-isolating at home, technology is an even more vital tool for streamlining crisis communications between companies, their teams and their customers. Prior to the COVID-19 pandemic, IDG's 2019 Digital Business reported 91% of...


Blog Entry
How A Customer Service Chatbot Could Really Help Your Business Right Now

Increasingly, brands are looking for innovative ways to meet rising customer expectations and remain relevant in a digital-first world. One such tactic is to use chatbots and automation to streamline manual and time-consuming processes and to improve the customer experience. Customer service...


Blog Entry
How to Stay Connected With Customers Virtually When They’re Stuck at Home

Consumers are staying home, and it looks like that might not change any time soon. But what also isn’t changing is customers’ high expectations for quality service. This creates a particularly unique challenge for brands that are more accustomed to serving customers face to face as they move to...


Blog Entry
Coronavirus and Contact Centers: Practical Solutions for Business Continuity

As the number of confirmed cases of COVID-19, or coronavirus, increases across the United States and around the world, businesses are expressing valid concern around how their staff, customers, and day-to-day captive centers and BPO operations will be affected. To maintain employee safety as...


Blog Entry
KPIs for Digital Customer Support: New and Improved Ways to Measure Success

Digital customer support is new and exciting – bringing a world of possibilities for boosting customer loyalty and lifetime value (LTV). But how do you measure results? Key performance indicators (KPIs) can help prove your success in digital customer support and can also help you continuously...


Blog Entry
A Tale of Radically Personal Service

Every day customer service heroes work hard to deliver radically personal service to customers —where customers feel known, valued, and experience service that feels effortless. This is the story of one such customer, Michael. And his customer service hero, Stephanie. … Meet Michael. ...


Blog Entry
Deliver Radically Personal Customer Service with Customer-Centric Tasks

Customer service heroes make their job look incredibly easy. But while they might resolve a customer’s issue in a single email, phone call, or chat session, it’s usually the result of a lot of behind-the-scenes work— by them, and the organization at large. Whether it’s liaising with the...


Blog Entry
Fully Automated Customer Service: The Myth and the Reality

37 percent of customers say they would prefer to get immediate assistance from a chatbot over waiting just three minutes for a human. We’re all becoming used to interacting with automation. In fact, we often prefer it. From Siri to Alexa to automatic bill payment, automation has become...