Kustomer’s Post

We’re celebrating 9 years of innovation and transformation at Kustomer. Nine years ago, Jeremy Suriel and I had an epiphany. Customer needs were evolving rapidly, and it was clear that traditional methods weren't keeping pace. We saw customers as people, not tickets, and envisioned a seamless omnichannel experience. Frustrated with the limitations of existing solutions, we knew it was time for a change. That’s how Kustomer was born. More than just a CRM, we aimed to revolutionize customer service by putting the customer at the heart of the experience. Jeremy and I went stealth for almost two years, perfecting a platform that leveraged customer data with omni-channel support and advanced automations to handle routine tasks, allowing agents to focus on what really matters: the human connection. So, where are we today?  We're not just part of the customer service story – we're rewriting it. As one of the pioneers of chat we’re now reimagining customer experiences with AI to supercharge agents - we continue to stand at the forefront of customer service innovation. Kustomer has gone stealth once more in preparation to yet again level up the world of customer service. We have been working on some very exciting new technology and are finding ways to free customer service departments from the inflexibility and unfriendliness that exists in the CS software space today.  Coming this Fall, get ready for a new era where AI empowers agents to deliver even more personalized and impactful experiences. Kustomer is here to continuously transform customer service - keep watching for more clues as to what’s coming. Here's to a journey of relentless pursuit of excellence. Thank you for being a part of our story. #CustomerExperience #Innovation #Anniversary #Kustomer #AI #CustomerService #Omnichannel #Automation #TechRevolution

We are excited to announce that all generative AI features in Kustomer are now powered by OpenAI's GPT-4o-mini by default! This upgrade offers a faster, more cost-effective, and advanced solution compared to the previous GPT-3.5-turbo, significantly enhancing our platform's capabilities and providing our users with a more efficient experience. This is a major step forward in our mission to deliver the best customer service solutions in the industry. Stay tuned for more updates as we continue to push the boundaries of what's possible with AI! #Innovation #AI #CustomerExperience #Kustomer #OpenAI #GPT4oMini

I came across an article on Capterra that confirmed a hypothesis I’ve had for the past 2 months. While today's AI in customer service significantly boosts productivity and handles common tickets efficiently, there’s a crucial aspect often overlooked: consumers aren’t yet ready to embrace AI on their own. According to the Capterra report: • 44% of respondents say maintaining customer trust is the biggest challenge. • 38% are concerned about ensuring accurate information. • 37% worry about alienating customers. These challenges highlight that tech companies like Kustomer are outpacing consumer readiness. To address this, CX leaders should focus on 3 key areas: 1. Clearly label AI interactions and maintain open communication about its use. 2. Provide customers with clear instructions and demos on interacting with AI bots. 3. Ensure there’s always an option to connect with a human agent, across every channel. By focusing on these strategies, we can better align customer service technology with consumer expectations and drive more effective customer retention.