Kustomer

Customer Service Platform · 2018

Kustomer gives support teams one timeline of every customer: conversations, orders and events from all their systems, so agents can act without switching screens.

As senior product designer, I worked on the tools agents use all day and the dashboards their managers watch. Kustomer was later acquired by Meta.

Role: Senior product designer
Scope: Agent and admin interfaces, design system
Platform: Web app, B2B SaaS

Built around the agent's day

Thousands of agents lived in this screen, so every change had to keep their workflow intact. I went onsite to shadow them, and tested concepts with our own support team, who used Kustomer daily.

The agent workspace: an inbox of conversation cards, the thread with the customer's timeline, and their company context. Snippets and dynamic tags fill in common replies.

Conversation cards Explored and tested until agents could scan and prioritize at a glance
Snippets and tags Pre-written replies with the customer's details filled in
Voice and chat Separate agent states for phone and for email and chat

Dashboards for the people running the team

Admins and managers configure permissions and watch their queues. Dashboards work inside the app and full screen on a wall display that updates itself.

The full-screen queue overview, refreshing every few seconds.

Outcome

I shipped agent and admin features for a fast-growing B2B product, and upgraded shared React components with every project, cutting near-duplicate styles. Kustomer was later acquired by Meta.