Self-Service

Help customers help themselves

Scale customer support and reduce costs by helping customers find answers on their own.

Reduce customer service costs by 40% with Kustomer’s self-service solution

New medication for fur babies

A customer wonders if he can update his monthly subscription plan to include a new pet medication.

The customer performs a Google search and sees a knowledge base article on the topic from the brand. When the customer clicks to the knowledge base article, see lots of text about how he can update plan.

Searches the knowledge base for adding medication

AI chatbot pops in to help

AI jumps in proactively

An AI chatbot pops up on the Help Center and asks if it can help.

Customer asks the chatbot about the details of his subscription question. Chatbot asks customer to provide email address in order to serve better. The customer provides his email address and the chatbot searches the CRM for his record.

Chatbot locates customer’s record and shows info about his subscription plan within the chat widget.

Chatbot asks what pet medication customer wants to add.

Pulls up account subscription plan

Upload prescription

Subscription plan updated

Customer uploads prescription to chatbot.

Chatbot adds to current subscription plan.

Customer is happy and thanks chatbot. Chatbot asks if his issue was resolved or if he needed to be transferred to a live agent.

Customer clicks button in chat to confirm issue is resolved.

Agent offered, but not needed. Thank you!

Self-Service

Instant solutions at their fingertips, anytime they need them.

Self-service helps customers faster

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

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AI Chatbot

Personalize responses to customer inquiries 24/7 based on intent detection capabilities coupled with CRM data and knowledge base information. Build and deploy sophisticated AI agent workflows across service channels with a simple, easy-to-use visual interface.

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Automated AI resolutions

Easily connect Kustomer with third party data sources to automate more customer resolutions and actions across any channel without requiring an agent.

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Knowledge base

Customer support journeys often begin with a Google search. That’s why Kustomer’s Knowledge Base is search-engine optimized with title, keyword and tag configuration. Our Knowledge Base is also easy to navigate so customers find answers effortlessly. Our visual theme builder makes it easy to customize the look and feel for different audiences, regions, languages or brands.

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In the first week post-launch, Makesy’s self-service chatbot powered by Kustomer resolved 48 tickets without connecting customers to an agent. Within three months, that number grew to 71. Makesy’s customer service agents are no longer overwhelmed, and they’ve received higher customer reviews based on positive customer interactions—perpetuating a cycle of happier agents.

Dave Weiner

Head of Customer Experience