Improving Customer Support Metrics
Kustomer has emerged as a preferred choice for brands looking to enhance customer experience and boost support metrics compared to Salesforce Service Cloud. Rainbow Shops, for instance, reported a 60% reduction in abandon rate within just three weeks of switching to Kustomer. Similarly, UNTUCKit witnessed a 25% overall improvement in efficiency and productivity after transitioning to Kustomer. SmugMug also noted a more than 10% decrease in average replies per conversation post-switch.
Integrated All-in-One Platform
One of the key advantages Kustomer offers over Salesforce is its ability to consolidate all necessary tools into a single platform. This streamlined approach allows users to access and manage essential customer data, interactions, and activities in one customer-centric command center. With Kustomer, brands can merge customer data from various sources into a unified dashboard, providing a comprehensive view of the entire customer journey.
Omnichannel Communication and Automation
Kustomer enables seamless communication across multiple channels, including email, chat, social media, SMS, and voice, from a single interface. This omnichannel support ensures that customers can engage businesses through their preferred channels easily. Additionally, the platform leverages historical customer data to personalize engagement, automate processes, and deliver instant resolutions, all powered by AI technology embedded in its CRM system.
Customizable and User-Friendly
Kustomer stands out for its ease of deployment, customization, and maintenance. The platform offers a visual editor to simplify bot building, allowing users to create and deploy CRM-powered bots effortlessly. Moreover, Kustomer's turnkey tools enable users to set up channels, customize branding, configure business rules, and integrate third-party platforms without the need for dedicated administrators or costly consultants.
Agent Productivity and Efficiency
Kustomer's KIQ Agent Assist feature is designed to enhance agent productivity through various versatile features. By offering AI-powered tools like AI Agents, Customer Assist, and Agent Assist, Kustomer ensures that agents can efficiently manage customer queries, collaborate on tickets, and provide proactive and self-service support. The platform's intuitive workflows, robust reporting capabilities, and strong security integrations further contribute to a seamless customer service experience.
Comparative Analysis with Salesforce Service Cloud
Based on G2 user ratings, Kustomer outperforms Salesforce Service Cloud in key areas such as chat and live support, ease of setup, voice communication, ticket collaboration, customization, email-to-case handling, social integrations, and reporting. Kustomer's strong focus on AI and automation capabilities surpasses Salesforce, making it a robust choice for businesses seeking intelligent routing, text generation, summarization, transcripts, and self-serve support solutions.