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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
Radically Personal Episode 1: JetBlue Service Brings Humanity Back To Air Travel

Frankie Littleford has, as she puts it, “jet fuel in her blood.” An airline industry veteran and co-founder of JetBlue Airways, Frankie was the force behind the airline’s customer service mission to “bring humanity back to air travel.” I’m thrilled to welcome Frankie as my first...


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 an...


Blog Entry
Personalizing the Insurance Consumer Journey with a 360-Degree View

It’s a simple fact: Today’s data-driven organizations outperform their competitors—up to 23 times, according to McKinsey Research. But many of today’s organizations struggle to get the 360-degree picture of their customers needed to make hyper-personalization a reality. The insurance industry ...


Blog Entry
Demystifying Customer Service Channels: How to Choose the Best Ones for Your Business

The word channels once meant something very simple. When I was a kid, it literally referred to the four television channels in existence: ABC, CBS, NBC and, of course, PBS — home of Mister Rogers and Sesame Street. Today, in the business world at least, the word channels has a...


Blog Entry
Kustomer Raises $60 Million Series E to Accelerate Transformation of Customer Service

By Brad Birnbaum, CEO & Co-Founder, Kustomer Yesterday, we announced our $60M Series E funding round led by Coatue. I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer. I’ve always been passionate about great customer experiences....


Blog Entry
Why Personalized Customer Service? Because Consumers Demand It

By Andrea Paul, Content Marketing Manager The modern customer wants to buy a product, but they don’t want to be treated like a transaction. They’re expecting an experience—and if that experience is a positive one, then a one-time purchase often becomes a lifelong interaction with a company...


Blog Entry
Meet Your Customers On The Go With In-App Chat Support

Making customer service radically personal starts with making it effortless for your customers to reach out on whichever channel works best for them. And while a part of that means being there for your customers on the channels they want to be on, it’s also a lot about making their experience...