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We Just Raised $26M. Here’s Why That’s Great News for Your Customers

Kustomer has raised a $26M Series B round led by Redpoint Ventures and has added Cisco Investments as a new strategic investor to continue to disrupt the customer experience industry.

Brad Birnbaum, Co-Founder and CEO, Kustomer

At Kustomer, we’ve set out to make customer experiences better. We know what it’s like to call customer service, wait on hold, read off our order number, explain the issue, and wait some more—only to be told we should have been speaking with someone else the entire time. It’s bad for customers, and bad for business.

That is why we’re working tirelessly to revolutionize customer experience.

We built Kustomer to be the modern CRM platform for customer support and experience. It’s always been an alternative to outdated and disconnected ticketing systems. Our clients have access to a full timeline of every customer, giving every agent and customer-facing rep the ability to pull in all the relevant data from their customers and across the business to serve them with speed and efficiency. As companies and brands become more customer-centric, we believe all of them will need to transform their businesses into a modern service and support engine to meet rising expectations.

We have made great progress since launching, welcoming clients and fellow industry disruptors such as Ring, Glossier, and Rent the Runway. With this latest round of funding, we’re excited to invest even more in making customer experiences better for our clients, and the world at large.

Making our platform work smarter and harder:

We love our platform, and so do our customers. Now, we want them to love it even more. That’s why we’re investing in improving and expanding our integrations, as well as making our platform even more intelligent and intuitive.

By broadening the depth and breadth of our integrations, we will enable every company to provide a full view of every customer, whether they’re small or large, B2B or B2C, and anywhere in between. By integrating with more e-commerce platforms, data sources, workforce management solutions, third-party voice providers, and industry-specific solutions, we will continue to enable customer-centric companies to have every last piece of customer data in their Kustomer timeline. We know that the ways customers reach your business are always evolving, which is why we’ll continue to add new channels to our platform so they’ll always be engaged.

Our workflows are incredibly powerful, and many of our clients are already using them to do some amazing things. That’s why we’re going to make them simpler and easier to use—so that everyone has the power to deliver incredible automated experiences, no complex technical knowledge required.

We will also continue to make our platform even more intelligent. By continuing our investment in Machine Learning, Sentiment Analysis, Natural Language Processing, and other new advancements, we will continue to ensure that our clients can understand their customers even better so that they can deliver experiences that are truly cutting-edge.

Equipping enterprises for incredible experiences:

Large contact centers shouldn’t deliver experiences that feel like they’re from huge, disconnected enterprises—they should be as personal and meaningful as the most hands-on boutique. That’s why we’re going to offer Enterprise-level routing and queuing, ensuring that clients of all sizes can deliver experiences that feel immediate and valuable.

Keeping customer information safe is crucial—which is why internal security is our top concern and a core part of our ethos from when we were founded. We’re building out advanced new security features throughout our platform accordingly. We’ll never take a chance with your customer’s safety, and will keep working to find new ways to make them safer.

The best part? All of these advancements will give our clients of all sizes access to Enterprise-level functionality. No matter how many customers you have, we’re going to make sure you’re giving them an unparalleled experience.

Realizing our vision for the Kustomer platform:

Not to brag, but we know the customer service and experience space inside and out. Jeremy and I have over 20 years of experience in the industry, and we always planned to create an amazing platform for service and support. However, our ambitions don’t stop there. We built the Kustomer platform to be versatile, and already our customers have been using it for more than just service—they’ve been using it for engagement, marketing, and more. Now we’re going to be investing heavily in this functionality. We always knew our platform could do so much more for you and your customers, which is why we’re making it more powerful than ever. We recognize the power behind the rich customer datasets that are stored within Kustomer. Rest assured, we intend to help you leverage them to the fullest so that more teams within your organization can deliver experiences that will wow your customers.

Growing to serve you better:

In order to maintain the incredibly high level of customer focus we demand from ourselves, we will be tripling our Customer Experience team in the next 6 months to make sure we are always there for you; whatever you need. Also, to continue working towards our vision of the richest customer-centric platform available we will be more than doubling our engineering and product teams in the next 12 months to continue to be the most innovative product in the market. We will also continue to expand beyond our New York City headquarters by placing customer-centric roles across the US and eventually Europe.

And finally, thanks:

Kustomer customers, we see you, and we want to thank you for all of your support up to now. It’s been an incredible journey, not without a few bumps, and we have so much further to go. So thanks—we’ve got a lot to show you, and we hope you’re as excited for what’s to come as we are.

Learn more in our Press Release.

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