How to Use Kustomer

Getting started with Kustomer

In this guide, you’ll learn how to set up Kustomer and manage customer interactions effectively using its AI-powered features. By the end, you’ll be ready to streamline your customer service operations.

Step 1: Sign up and set up

1. Visit Kustomer's website.
2. Click on the "Get Started" button located at the top right corner.
3. Fill out the sign-up form with your details and create your account.
4. Once signed up, log in to your account and follow the onboarding prompts to set up your profile and connect your customer channels (email, chat, etc.).

Step 2: Your first customer interaction

1. Navigate to the "Inbox" tab on the left sidebar.
2. Here, you’ll see incoming customer inquiries. Click on any message to open the conversation.
3. You can reply directly in the chat window. Use the pre-defined responses or type your reply in the message box.
4. To assign the conversation to another agent, click on the "Assign" button in the top right corner and select the agent's name.
5. If you need to escalate the issue, click on the "Escalate" button and follow the prompts.

Step 3: Get better results

1. Use the "Automation" feature found in the "Settings" menu to set up AI chatbots for routine inquiries. Click on "Automations" and create rules for common questions.
2. Explore the "Reports" section to track response times and customer satisfaction scores. Click on "Analytics" in the left sidebar to access performance metrics.
3. Regularly update the knowledge base found under "Help Centre" to improve the chatbot's responses.

Pro tip

Set up keyboard shortcuts for common responses in the "Settings" under "Shortcuts". This will save you time when responding to frequent customer inquiries.

Common mistake to avoid

Avoid ignoring the training resources available in the "Help Centre". Many new users overlook these, which can lead to inefficient use of the platform and missed features.