Integration Spotlight: Kustomer + Attentive

Posted in
Product News
Published on
Feb 24, 2020
Written by
Lisa Khoury
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Attentive’s integration with Kustomer, an omnichannel customer service platform for enterprise companies, improves customer experiences and drives more revenue for retail and e-commerce brands.

Attentive is excited to announce an enhanced integration with Kustomer, an omnichannel customer service platform for enterprise companies. Through this integration, retail and e-commerce brands can ensure their customers are getting the best support experience possible, whenever and wherever they need it. By integrating Attentive with Kustomer, customer support teams will be empowered to engage customers in personalized, efficient, and effortless conversations sent via text messaging.

We’ve found that Attentive clients who quickly respond to shoppers’ inquiries received via text messaging are driving 31% more spend from customers vs. those who do not receive replies. This also leads to fewer opt-outs from customers who receive replies vs. those who do not.

“Kustomer is thrilled to partner with Attentive. With this integration, we’re streamlining the customer service experience over text messaging and making it even easier for our shoppers to communicate with an agent,” said Peter Johnson, VP Product at Kustomer. “Our goal is to help our customers deliver standout experiences for their customers—rather than simply resolving tickets. Mobile messaging plays an important role in elevating those customers’ experiences by making agents available at a time where convenience really matters.”

Brands can choose between automatically forwarding all messages to their customer service team or having shoppers confirm they would like assistance.

How it works

  1. Message forwarding: All text messages received from a customer are automatically forwarded to your customer service team queue in Kustomer so the team can quickly assist the customer with their request.
  2. Support confirmation: Connect shoppers to a customer service representative when they need it the most. After a customer responds with a text message, they will be prompted to confirm they want to be connected with a customer service representative for assistance.

The Kustomer integration is now available for set-up in the integrations tab in the Attentive UI. You can also read more about our integration on Kustomer’s integration page.

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