Analytics

Use data to get a better understanding of your customers.
  • Integrate with Segment

    Kustomer provides features that allow you to dynamically add tracking events from Segment into customer timelines in real-time.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesInstall the Segment app in KustomerConfigure Kustomer in SegmentTraitsTrack customer eventsBeyond tracking eventsPrerequisitesBefore connecting Segment to Kustomer, you must have a Segment account and the desired sources configured and collecting data.Install the Segment app in KustomerTo integrate Segment with Kustomer, install the Segment app from within the Kustomer App Directory.Go to Appsand select Explore Directory.Search for Segment in the App Directory, and then select Install.Configure Kustomer in SegmentOnce the app is installed, you need to configure your Kustomer organization in Segment. Once configured, your data will automatically be sent to your Kustomer organization. Customer records and tracking events will automatically be created in your count as data is sent to this new destination.Go to Appsand select Segment in the sidebar.Copy the Segment API key.In another browser tab, sign in to your Segment account.Select Catalog in the left navigation bar and then select the Destinations tab.Search for Kustomer in the field provided.Select the Kustomer card and then select Configure Kustomer.Select a source from the list and then select Confirm Source.Select API Key in Connection Settings to edit it.Paste the Kustomer Segment API key into the text field, then select Save.Leave the Segment site open. Return to Kustomer in your other browser tab, and in the Segment App Settings copy the Org Pod to your clipboard.Back on the Segment site, select Org Pod in the Connection Settings.Paste the Org Pod from the Kustomer settings into the text field, then select Save.TraitsMost traits are mapped to an appropriate customer Standard Object (KObject) attribute in Kustomer. For more details, see Segment’s Traits documentation. In addition to the Segment traits, the following properties are automatically mapped together:Segment userId -> Kustomer externalIdSegment context.locale -> Kustomer localeTrack customer eventsThe kustomer_session_id is an optional string that identifies a session within your application. Kustomer groups tracking events within a single session as one item within a customer’s timeline. If a kustomer_session_id is not supplied, Kustomer will automatically generate session ids based on time between tracking events. Learn more about why Segment doesn't offer session tracking.Beyond tracking eventsIf basic tracking events do not satisfy your needs, it’s possible to create a custom webhook in Kustomer and use Workflows to create custom objects (KObjects), publish events, create or update customers, and more.
  • Integrate with Klaviyo

    Klaviyo is a marketing automation platform that provides tools to automate sending out personalized emails to the right people, at the right time, and understand their behavior. Once you connect and sync your Kustomer and Klaviyo accounts, the integration will:Push Kustomer conversation data to Klaviyo as events (adds metrics for conversation created, conversation closed, and conversation CSAT survey submission)Push Kustomer customer data to Klaviyo as profilesPull relevant Klaviyo campaign, list, and segment data into Kustomer as an Insight Card on the customer timelineWho can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesImportant upgrade information for Klaviyo v1How does Klaviyo work with Kustomer?Install the Klaviyo appConversation event data in KlaviyoPrerequisitesTo install and configure the Klaviyo app on your Kustomer organization, you will need the private Klaviyo API Key / Site ID with full permissions for your Klaviyo account.Important upgrade information for Klaviyo v1On June 30, 2024, Klaviyo will deprecate APIs currently used by the workflow-based version of our Klaviyo app.If you are using this version of the app, you need to perform the following steps by June 30, 2024 to make sure you do not lose service:Create a private API key on Klaviyo following the steps outlined in this article. The scope for this new key must include:Read access for all scopesFull access for conversations, events, lists, metrics, profiles, and segmentsReturn to Kustomer, go to Apps > Klaviyo,  and paste the new API key in the Klaviyo settings page. Note: The new key must be entered in the page before upgrading the app.Upgrade the Klaviyo app to version 1.2.1.If your organization has both Klaviyo apps installed, you can either:Follow the steps above to upgrade your app to v1.2.0 if you have any custom flows built off of the legacy Klaviyo app.Disable the legacy app if you only use the newer app (v2.1.1) and do not have any custom flows built off of the legacy app.How does Klaviyo work with Kustomer?Once connected, the Klaviyo app will automatically:Listen for conversation events in Kustomer when:a Conversation object is createda Conversation object is closed or marked donea Conversation object logs a completed CSAT surveySend conversation event data from Kustomer into Klaviyo for marketing segmentation and workflows. Once in Klaviyo, you can use the conversation event data to segment contacts and create automated marketing workflows.View a customer's data in a Klaviyo profile. This data is sent to Klaviyo in a one-way sync and includes information such as the customer's email address, phone number, and custom attributes you may have configured in your organization.Display relevant Klaviyo data in an Insight Card. You can link directly back to lists and campaigns that the customer is a part of from directly within their timeline.Install the Klavio appTo begin integrating Klaviyo with Kustomer, install the Klaviyo app from the Kustomer App Directory.Go to Apps , search for Klaviyo in the App Directory, and then select Install.Enter the public API Key / Site ID for your Klaviyo account from the modal that appears.Select Install to finish.Conversation event data in KlaviyoOnce the app is configured in Kustomer, your team can view and use Kustomer conversation event data in Klaviyo.These events appear as Kustomer Conversation Create, Kustomer Conversation Close, and Kustomer Conversation CSAT Submitted actions in Klaviyo's contact profile. Klaviyo also displays additional details, such as the event time and the contact email.Kustomer Conversation CreateThis event shows when a new conversation was created in Kustomer.The following details are shown:conversationId is the Kustomer conversation IDconversationLink is a link to the conversation in the Kustomer appsubject is the subject of the conversation in KustomerKustomer Conversation DoneThis event shows when a conversation was marked as Done in Kustomer.The following details are shown:conversationChannel is the channel for the conversation (for example, email)conversationId is the Kustomer conversation IDconversationLink is a link to the conversation in Kustomer the Kustomer appsubject is the subject of the conversation in KustomerKustomer Conversation CSAT SubmittedKustomer allows you to send automated CSAT surveys when conversations are closed or marked done. This event shows when a customer completes a CSAT survey.The following details are shown:conversationChannel is the channel for the conversation (for example, email)conversationId is the Kustomer conversation IDconversationLink is a link to the conversation in the Kustomer apprating is the CSAT survey rating from the customer (from a scale of 1 to 5, with 5 as the highest)score is either 1 (positive score) or 0 (neutral or negative) based on rating (1 if the rating is at least 4, and 0 if the rating is less than 4)subject is the subject of the conversation in Kustomer
  • Integrate with Clearbit

    Clearbit is a marketing data engine that allows you to get a better understanding of your customers. By integrating Clearbit with Kustomer, you can get up-to-date customer data to get a clearer idea of who your customer is and how to reach them more efficiently.Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesInstalling the Clearbit appConfiguring Clearbit with KustomerViewing enriched customer dataPrerequisitesBefore beginning this integration, you must have a Clearbit account with an Enrichment API subscription.Installing the Clearbit appTo integrate Clearbit with Kustomer, install the Clearbit app from within the Kustomer App Directory.Go to Apps and select Explore Directory.Search for Clearbit in the App Directory, and then select Install.Configuring Clearbit with KustomerYou can configure Clearbit using their API Key and by updating the webhook URL in the API section of your Clearbit account.To configure Clearbit:Go to https://dashboard.clearbit.com/api and log in to your Clearbit account.In the API Settings section, paste https://api.prod-shared.kustomerapp.com/v1/clearbit/webhook in the Webhook URL box.Next, copy the first API key shown in the Your API Key section.In Kustomer, go to Apps and select Clearbit in the sidebar.Paste the API Key in the box provided and select Save Changes.Viewing enriched customer dataOnce Clearbit is configured, you are ready to get more enriched customer data. To do so, you can either select Add New Customer and enter a customer's email address, or update an existing customer's profile with a new email address. Then, view the Clearbit insight card to view additional data for that customer. Select Update Customer if you want to update their profile with the information found.
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