In today’s fast-paced world, great customer service isn’t just a bonus—it’s a true competitive advantage. As customer expectations continue to rise, delivering timely, expert support is more critical than ever.

That’s why we’re excited to introduce Skills-Based Routing, a feature that enhances our platform by intelligently matching customer inquiries with agents who have the exact expertise required. The result? Faster, more accurate responses, smoother interactions, and an all-around superior customer experience.

What is Skills-Based Routing?

Skills-Based Routing (SBR) automatically directs customer inquiries to the most qualified agent based on their skill set. Whether it’s a tech issue, a billing question, or a request in a specific language, SBR makes sure each inquiry lands with the right expert, helping to solve problems faster and more efficiently.

Driving Efficiency and Customer Satisfaction

• Quicker Resolutions: Getting customers to the right agent from the start means fewer frustrating transfers and better odds of solving issues on the first try. This approach has even slashed handle times by up to 86%.

• Happier Customers: Personalized service means faster answers and better support, leaving customers feeling valued and well taken care of.

• More Efficient Agents: Agents can focus on what they’re best at, handling inquiries faster and more effectively. Skills-Based Routing has boosted SLA success by 30%, ensuring agents meet targets and keep productivity high.

• Customizable Skills: As your team grows or changes, it’s easy to update agent skills, ensuring your routing stays sharp and evolves with your business.

"I’m really excited about this feature and how it will improve our queue management. Being able to match our top customers with our best agents is a huge opportunity to boost SLAs and elevate the customer experience."
— Daniel Goncalves, Head of Customer Experience at Daki

Practical Applications of Skills-Based Routing

• Languages: Route conversations based on language preferences—like Spanish, English, or German—to ensure smooth communication.

• Certifications: In industries like finance or healthcare, route inquiries based on certifications (e.g., Mortgage Loan Officer licenses) to ensure customers get accurate, compliant info.

• Product Knowledge: Direct questions to agents with specific expertise, whether it's product troubleshooting or helping with sizing and fit.

• Local Expertise: Route inquiries by region to connect customers with agents who know the local market or showroom.

• Escalations: Send complex issues to senior agents while letting junior agents handle simpler inquiries to help them learn on the job.

• VIP Customers: High-value clients get routed to your best agents, ensuring they receive top-tier service.

How To Set It Up

Step 1: Identify Agent Skills: Start by defining each agent’s strengths—whether it’s product knowledge, language skills, or tech troubleshooting.

Step 2: Set Up Routing Rules: Once skills are mapped, create rules to automatically match inquiries to the right agents. For example, product-related questions go to agents with that expertise.

Step 3: Automated Matching: Our system automatically connects customers with the most qualified agent, cutting down on manual work and speeding up response times.

Step 4: Monitor & Improve: Keep an eye on performance metrics and fine-tune the routing rules as your team grows or customer needs change.

It Fits Right Into Your Current Setup

Skills-Based Routing works seamlessly with your current Kustomer setup. Whether you’re already using our AI-powered agents or advanced routing features, SBR easily scales with your business, making sure every inquiry gets to the right person, every time.

Ready to Take Your Support to the Next Level?

Skills-Based Routing is available exclusively on our Ultimate and Ultimate AI plans.

If you're already using
Kustomer, reach out to your Customer Success Manager to explore how SBR can help optimize your operations, or check out the Kustomer Help Center for more details.

Interested in learning more? Schedule a demo to see how Skills-Based Routing can enhance your customer service.

Get ready to deliver expert assistance when and where it matters most.