Looker Blog : Data Matters

Kustomer + Looker Put Support Data Through a New Lens

Rob Bailey, COO Kustomer

Jun 22, 2017

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The Customer Support function is playing an increasingly strategic and valuable role in companies. Today, we are excited to unveil a new powerful solution that uncovers valuable insights and trends about your customers. We have partnered with Looker to create a solution that enables companies to integrate their support team’s data into broader, company-wide insights and analysis.

First, a little bit about us. Kustomer is the first customer support platform designed and built around the customer. Kustomer brings together your customer data and conversations in one place to give you a comprehensive view of your customer.

Companies using Kustomer easily create a real-time data export stream of support activity into their data warehouse.

The Kustomer & Looker Block

Kustomer and Looker are a perfect match: Kustomer gives you one place to view all of your customer support data and Looker is a great way to help you share, combine, and analyze that information at an operational level for your whole company.

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To make it even easier to get started with your analysis, we’ve created a Looker Block for Support Analytics by Kustomer. Looker Blocks make it easy for companies to quickly deploy expertly built, tailored solutions specific to each business unit or data source. They are also a great way for partners like us to make the data we’re replicating into your data warehouse immediately actionable.

The Looker Block for Kustomer allows you to easily explore your customers, conversations, and teams data to provide a comprehensive view of Customer Support team operations. Some example metrics include:

  • Key statistics for support team members, including average time to first completion
  • Average time to first response and average number of messages in conversations
  • Conversation status and volume by channel

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The Complete View of your Customer

So, why is using Looker on Kustomer data valuable? Kustomer gives you the context of the customer beyond an individual transaction and in Looker you can link this data with other operational data in your data warehouse, including application data and home-grown systems.

This union of customer data enables you to perform the analysis that can result in actions that increase loyalty, improve customer lifetime value, and help customers get what they need. You can use Looker to uncover intelligent insights not only in your customer data but in your enterprise data too.

Want to learn more?

Check out the Support Analytics by Kustomer Block, sign up for the webinar or request a demo of Kustomer here or Looker here!

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