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Joined October 2015
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Too many CX teams manage by sample. A few conversations get read, a survey comes back from a few customers, and by the time a problem shows up in a report, the customer is already frustrated.
Here’s a question that sounds simple: do customers who contact support stay longer than customers who don’t?
The answer sits in three places. Support has the conversations. The CRM has the customer.
That’s what the 600 CX and support decision-makers we surveyed told us. 27% said they lack a consistent measurement framework. 23% said their data lives in disconnected systems. Only 21% already prove the link between CX and retention.
The fix our report points to is a shared measurement framework and a single source of truth across CRM, support, billing, and other key functions.
Get The New ROI of Customer Experience: ordnl.link/BbTZb3I
Turo's agents were categorizing conversations by hand. The team knew that left room for human error.
Conversation Intelligence reads every conversation as it happens. It routes the customer to the right agent, triggers the correct workflow, and because that data is structured, your team can see what’s driving contacts in reporting and Data Explorer as conversations come in.
See Conversation Intelligence in action: ordnl.link/d8JHxQw
Myth: CSAT tells you how your customers feel.
Reality: it tells you how the 2 to 3% who answered the survey feel.
Conversation Intelligence reads the rest and turns it into data your team can act on.
AI QA scores how each one was handled.
More: okt.to/vrTAF6
You wouldn't hire someone and never check their work.
AI QA does the checking, scoring each conversation your reps and AI agents have and showing its reasoning. ➡️ okt.to/utSP2E
Conversation Intelligence does the analysis no team can: every conversation becomes data your team can act on in real time, and every result feeds back into your Kustomer data model. ➡️ okt.to/jKDZ4w
Both run natively in Kustomer, with no sync and no second login.
See Conversation Intelligence live at the ROI of CX Virtual Summit on October 20: 🔗 okt.to/Mn0cAm
Kustomer retweeted
Kustomer Unveils Conversation Intelligence and AI QA, Giving CX Leaders Greater Visibility Into Their Conversations ow.ly/8B4I50ZXFvH #MarTech #MarketingTechnology #MarketingTech #AdTech #ContentMarketing #MarketingAutomation
AI QA scores every conversation your reps and AI agents have, against criteria you define. Each score lists the criteria a conversation hit or missed, and why, so a manager can coach against specifics instead of a hunch.
See AI QA in action: okt.to/lJZamR
Alongside it, AI QA scores every conversation your reps and AI agents have, and shows the reasoning behind each score: okt.to/5MqDpx
Both run natively in Kustomer, so every conversation feeds back into your data model.
See Conversation Intelligence in action: okt.to/Fkg1LW