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Kustomer Debuts Next Generation Chat Platform, Enabling Businesses to Deliver AI-Powered, Personalized Customer Service at Fraction Of The Cost of Phone SupportNEW YORK, Jan. 19, 2021 /PRNewswire/ -- Kustomer, the top-rated CRM platform for omnichannel customer experiences, today launched its next-generation Kustomer Chat platform. The intelligent, easy-to-deploy conversational messaging platform leverages AI and historical customer data to enable secure, personalized engagement from websites and mobile devices throughout their buyer journey. This reduces shopping cart abandonment, empowers customers to resolve their own issues and inspires customer loyalty with a smarter, more convenient and cost-effective support option that helps businesses stay on top of support volume triggered by the COVID-19 pandemic. It also helps businesses scale cost-effectively by replacing phone-based support that can cost over $8 per contact, with an AI-powered messaging experience at 1/10th the cost. "Customer service has become a lifeline for consumers struggling to adapt in the post-COVID era. They need personal, informed support throughout their buying journey, and they need it on their own schedule. Unfortunately, the crushing volume and complexity of requests has left businesses struggling to keep up and searching for smarter, digital solutions to address customer demands," said Brad Birnbaum, founder and CEO of Kustomer. "As one of the most popular and efficient support channels, chat is the answer, but it must be smarter, more personalized, and less frustrating than legacy chat experiences. That's why we are so excited to introduce our newest version of the Kustomer Chat platform with AI chatbots powered by rich customer data to help businesses deliver highly-responsive, smart, and personalized support at a fraction of the cost of traditional channels. By allowing customers to easily resolve problems on their own and engage with CX at their convenience, Kustomer Chat provides businesses the tools to deliver on customers' expectations and grow their business. Using AI-powered advanced triage and recommended agent actions, CX organizations can deliver faster answers to their customers' needs." Brand New Kustomer Chat Platform Packed With Features The new version of Kustomer Chat delivers benefits for both consumers and businesses by making chat-based support interactions smarter, faster and frictionless. Businesses can now automate, deflect, or instantly reolve customer issues using chatbots powered by machine learning and customer data from the built-in CRM platform. Businesses can also improve agent productivity by using AI and the customer's full history to eliminate guesswork, accelerate triage, and recommend or automate actions. The platform features an extensive set of capabilities, Kustomer Chat empowers businesses to deliver seamless support around the clock, dramatically improve the customer experience quality, and reduce the costs and complexity of their service operations.
"Chat is the most cost-effective and fastest way to support and win over our customers," said Becky Leader, VP of Customer Experience at Rent The Runway. "Kustomer's chat platform is a critical part of our omnichannel support strategy. Agents can efficiently deliver seamless web and in-app chat support, quickly switch to another channel if needed, and follow up on any missed messages." New Research Shows Customers Want Chat-Based CX Kustomer recently conducted a study of consumer chat preferences that can be downloaded for free at www.kustomer.com. The research showed consumers aged 18-24 rate customer service today as slower, more difficult, less personal, and less convenient than all other age groups, meaning that current customer service strategies are falling short when it comes to this generation. But their appetite for self-service via chat reveals an easy way to improve upon these negative feelings: 61% of consumers 24 and younger prefer self-service, compared with only 23% of those 65 and above. About Kustomer Kustomer is the top-rated CRM platform for omnichannel customer experience, helping leading businesses create customers for life. With an advanced, AI-powered, omnichannel customer experience platform, Kustomer delivers a unified single view of the customer, automates manual tasks, and scales easily to deliver the efficient and effortless CX that businesses, agents and consumers love. Today, Kustomer is the core platform of top customer-centric brands like Ring, Glovo, Glossier, Sweetgreen. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $174M in venture funding, and is backed by leading VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage. Media Contact:
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