Kustomer Launches New App Marketplace, Making It Easy for Businesses to Connect Tools, Processes and Data Into a Unified Customer Experience

Kustomer Launches New App Marketplace TW

Curated Set of Integrated Apps Helps Businesses Streamline CX Operations to Improve Agent Productivity and Customer Satisfaction

 

New York, NY – February 23, 2021Kustomer, a top-rated CRM for modern customer experiences, today launched the Kustomer App Marketplace, a curated set of applications and integrations that can be easily added to the Kustomer platform for a unified, omnichannel customer experience. By integrating communications, ecommerce, social, productivity, advanced analytics, and other best-in-class apps with the Kustomer CRM platform, businesses can activate omnichannel CX operations more quickly and efficiently.

“Businesses are racing to integrate new communications channels, artificial intelligence, chatbots and other innovations to create seamless, bespoke customer experiences at every step in the customer journey. This can be challenging when legacy technologies and complex integrations get in the way,” said Brad Birnbaum, Co-founder and CEO of Kustomer. “With the new App Marketplace, we are making it easy for businesses to extend the value of their Kustomer CRM platform with plug and play apps that modernize and unify omnichannel operations. Businesses can now tame their CX ‘frankenstack,’ creating the seamless, agile operations they need to connect in more ways with more customers.”

App Marketplace Provides Measurable Benefits To Brands and Partners

The Kustomer Marketplace makes it easy for businesses to better inform customer interactions, boost agent productivity, streamline operations, and reduce total cost of ownership with these features:

  • One-Click Install Apps: Businesses are using the App Marketplace to assemble and adapt their CX ecosystem without the need to engage expensive development resources.
  • Full CX Ecosystem Integrations: Businesses can tap into a large and growing list of integrations to unify their customer service systems, connecting every element of an omnichannel customer experience.
  • Seamless CX Operations and Unified Customer Visibility: By linking every element of CX operations and data, CX organizations can put a single view of the customer at agents’ fingertips. Agents can quickly find, share and act on information across the tech stack by creating one central place to stay focused and get work done.
  • Centralized Tools Management: Customer Service Operations can now go to one central marketplace where admins can install, integrate and maintain third-party apps with the Kustomer CRM platform.
  • Fast Track to a Growing Marketplace: Partners can tap into new revenue streams with a comprehensive app development platform and resources to join an established marketplace of qualified buyers.

“Streamlined operations and unified customer experience are imperatives today as businesses scale to deliver more personalized service on tighter budgets,” said Vasili Triant, Chief Operating Officer at UJET. “We are proud to be selected as one of the first apps featured in the Kustomer App Marketplace and believe it will become an essential hub for businesses looking to build the modern CX operations needed to serve today’s increasingly digital and mobile consumers.”

In November 2020, Kustomer signed an agreement to be acquired by Facebook, subject to customary regulatory review. Once the acquisition closes, Kustomer will continue to serve its customers and work with its partners as part of the Facebook family. With complementary capabilities, more people will be able to benefit from customer service that is faster, richer and available whenever and however they need it–via phone, email, text, web chat or messaging. In particular, Kustomer will be able to enhance the messaging experience which is one of the fastest growing ways for people and businesses to engage.

About Kustomer
Kustomer is a top-rated CRM, helping top brands deliver modern customer service that creates customers for life. Through AI-powered automation, Kustomer scales to meet the needs of contact centers and businesses, enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Glovo, Glossier and Sweetgreen. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $174M in venture funding, and is backed by leading VCs including: Coatue, Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

Media Contact:
Cari Sommer
Raise Communications
cari@raisecg.com

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Kustomer & UJET Partner to Deliver Modern and Scalable Customer Service

Kustomer & UJET Partner to Deliver Modern and Scalable Customer Service TW

At Kustomer, we are constantly looking to establish partnerships that make our customers’ jobs easier, powering seamless and exceptional customer experiences. Our strategic partnership with UJET does just that.

In our rapidly shifting world, many businesses need to meet new customer demands. This demands a digital transformation strategy that powers efficient customer service and delivers on the modern customers’ needs. But this is often easier said than done. In fact, according to UJET’s 2020 State of Customer Experience Report, 60% of contact center professionals said they lack confidence that their contact center data is being used effectively, and only 7% said that their technology stack is well integrated.

The UJET and Kustomer partnership will provide our joint customers with the combination of UJET’s cloud-native, smartphone-centric, and scalable contact center solution with Kustomer’s powerful SaaS CRM platform. The partnership creates a tight integration in which both CRM and CCaaS data can become unified, making it easier for customer service agents to provide efficient, reliable, and personalized support experiences at scale.

Our enhanced integration will now create unified and symbiotic data which powers more efficient agent workflows and allows for more meticulous real-time reporting and actionable data analysis. The pre-built and out-of-the-box integration boosts agent productivity by automatically surfacing relevant visual and contextual customer information, helping agents work more efficiently and deliver better experiences for their customers.

“While the adoption of cloud-native contact center technology has been steadily rising, today’s challenging global conditions have drastically accelerated digital transformation and the immediate requirement for next-generation cloud solutions that help companies decentralize their workforces and establish business continuity capabilities,” said Vasili Triant, Chief Business Officer, UJET. “Kustomer was a natural partner for us as we look at providing businesses with the modern stack they need to deliver holistic customer experience transformation.”

We are so excited to expand this partnership with UJET and provide our customers with tools they need to succeed in this rapidly shifting environment. To learn more about the Kustomer + UJET integration, schedule a demo here.
 

Kustomer + UJET: Provide A Unified Customer Experience

Today we’re excited to announce our innovation partnership with UJET, an incredible company that makes live customer support your competitive advantage. Our companies share a similar vision to improve customer service with modern technology and deliver a radically better experience for customers. By integrating within UJET channels, we’re now able to provide one, unified experience built around the customer.

More About UJET

UJET came out of stealth last month with over $20M in funding led by Kleiner Perkins, DCM Ventures, and others. UJET offers a holistic platform for voice and chat channels that customers can reach via in-app, in-web, or in-1800 routes. The technology behind UJET replaces all of the convoluted systems, lines, and contact numbers with a stunningly simple SDK to take the frustration out of customer support and in turn provide a sleek, modern smartphone-era experience.

How Does Kustomer & UJET Integrate Together?

The UJET voice channel integrates easily into the Kustomer timeline.

Here are some of the integration benefits:

  • You automatically get the context of the inbound caller and see historical events that happened in the phone call, in addition to any inbound or outbound communications that have happened through email, text, chat, or Facebook Messenger.
  • This means that when a customer calls, Kustomer loads the customer’s timeline for review and creates a note draft where you can begin taking notes on the conversation.
  • As you control the call, we automatically add events to the timeline to indicate what’s happening. If you are not available, we also add a link to the voicemail (and transcript, if available).

Benefits of UJET & Kustomer

Using Kustomer and UJET together enables you to boost your team’s productivity, especially with regards to first call resolution. Customers will also receive a higher level of customer service.

Deliver personalized, effortless customer service.

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