Proactive Service

Redefine the customer service experience to be less reactive

Build more loyal fans by anticipating customer needs before they become issues.

Boost CSAT 48% with Kustomer’s proactive service solution

Discontinued item causes delay

A pour over coffee manufacturer has decided to stop making a custom carved wood spout (required by one of your top selling products).

This means orders most recently placed for this product will not be fulfilled.

Pour over single wall cork band discontinued

Generate list of customers affected by delay

AI jumps in proactivley

You leverage AI in Kustomer’s CRM to immediately pull a list of customers who purchased the pour over in the past week and send a bulk message to notify them of the issue.

Your message offers a special code to replace the order with a similar product or request a refund.

Customers offered a replacement part or refund

Outbound campaign increases CSAT

Increased customer satisfaction

The response to this outbound campaign is extremely positive.

Kustomer reports show that customers affected by this manufacturing issue were more likely to order the similar product and even make a repeat purchase within three months of the campaign.

Repeat purchase of cohort increases as a result

Proactive Service

Turn an unexpected disruption into exceptional delight

Proactive Service

Turn an unexpected disruption into exceptional delight

Proactive service builds loyalty

Give agents the most advanced tools to deliver exceptional customer experiences.

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Outbound messages

Don’t wait for your customers to reach out to you. Start proactive conversations with your customers on any channel, triggered by updates to your custom objects (e.g., shipping status change). Schedule outbound campaigns to specific customer segments based on your unique data, such as orders, location or CSAT, to proactively mitigate issues and re-engage dissatisfied customers.

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Automated workflows

Create workflows in Kustomer that automate processes and orchestrate desired customer experiences without your customers needing to contact you. Workflows allow you to proactively design a multi-step outreach campaign based on defined conditions that trigger events.

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Custom objects

Store and access customer data in a way that best suits your business needs, enabling a proactive approach to customer service. Kustomer supports nested objects and relationships across objects, allowing you to model your data flexibly. This robust data structuring helps your team anticipate customer needs, identify potential issues before they arise, and deliver personalized, proactive support that enhances customer satisfaction and loyalty.

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Anomaly based alerting

Receive immediate alerts when there are spikes in support cases, enabling quick identification and response to the root causes of customer issues. By providing early warnings of unusual activity, Anomaly Based Alerting helps businesses stay ahead of recurring problems, enhancing customer satisfaction and operational responsiveness.

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Glovo uses Kustomer to identify high-value customers with low satisfaction and proactively sends an apology and rebate offer if their order is delayed. These messages are sent even before customers contact the company to report the issue. This focus on repeat business has increased Glovo's overall satisfaction rating across customers, couriers, and partners.

Dave Weiner

Head of Customer Experience