Kustomer Named Fastest Growing SaaS Company of 2020

Kustomer Named Fastest Growing SaaS Company of 2020 as YoY Growth Reached 235% TW

Kustomer is recognized for its unique approach to modernizing customer experiences in multiple industries as the company experiences unprecedented growth, top ratings, and executive team expansion.

New York, NY – August 11, 2020Kustomer, the top-rated CRM for modern customer experiences, announced today that it has been recognized as one of the Fastest Growing SaaS companies of 2020 by SaaS Magazine. This award comes as the company more than doubled annual growth, receiving industry recognition as the CRM of choice for businesses to deliver more effective and efficient customer service. To address growing demand while consistently delivering exceptional value, Kustomer also announces that Blaga Lund, an innovator in the use of data science, has joined the team as Vice President of Engineering.

“Our momentum is the result of a relentless focus on improving the customer journey and enabling the types of customer experiences brands require and customers demand today,” said Brad Birnbaum, Co-Founder and CEO of Kustomer. “Strong revenue growth, expansion across a range of verticals, and consistently high customer reviews, demonstrate the universal value of a modern CRM that eliminates tickets and overhead that get in the way of lasting customer relationships.”

As part of this sustained company momentum, Kustomer has achieved these major milestones:

Exceptional Business Performance: Driven by the move to digital-only experiences, changing consumer behavior, and demand for omnichannel service, businesses in many industries have turned to Kustomer in record numbers. The company tripled the number of consumers helped within the platform, while more than doubling annual revenue and new customer growth.

Industry Recognition and Awards: In addition to making SaaS Mag’s list of fastest-growing SaaS companies, Kustomer was named to the Gartner Magic Quadrant for the CRM Customer Engagement Center and received the Stevie Award For The Most Innovative Tech Company of the Year – Up to 2,500 Employees. Kustomer was also recognized by the 2020 SaaS Awards for Best Customer Service or CRM.

Industry-Leading Product Ratings: Kustomer outperformed Zendesk, Salesforce Service Cloud, and Intercom in verified G2 customer reviews on almost every criteria. Kustomer received top scores for user adoption, user satisfaction, momentum and leadership (average score 4.4 across 140 reviews.

Rapid Product Innovation: Kustomer continues rapid innovation with new expansion of KustomerIQ, the AI engine embedded across the company’s CRM platform. In addition, Kustomer acquired Reply.ai, a customer service automation company that leverages AI and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. Lastly, Kustomer continues to build out it’s industry leading customer relationship management capabilities to give brands a full 360-view of their customers.

New Engineering Leadership: Blaga Lund, an accomplished machine learning and AI engineering leader, joins Kustomer’s executive team as Vice President of Engineering. Ms. Lund has been a pioneer in the application of data science in addressing customer needs with more than a decade of experience leading engineering teams.

“As customer needs transform, there is an urgency for brands to deliver a smart and seamless customer experience across multiple channels,” added Birnbaum. “By empowering agents to deliver efficient and effective customer service through our AI-powered CRM, we are helping companies manage the quantity and quality of customer service requests while successfully navigating ever-changing market conditions.”


About Kustomer
Kustomer is the top-rated CRM, helping top brands deliver modern customer service that creates customers for life. Powered by 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
 

Kustomer Selected as Enterprise Customer Service CRM Available in Shopify Plus Certified App Program

Kustomer Selected as Enterprise Customer Service CRM Available in Shopify Plus Certified App Program PR TW

Kustomer’s integration with Shopify Plus will help brands and customer service agents optimize and personalize customer experiences.

New York, NY – July 8, 2020 – Kustomer, the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, today announced that it has been selected as the only enterprise customer service CRM platform in the Shopify Plus Certified App Program. Kustomer’s seamless integration with the Shopify App creates contextualized, actionable customer profiles so that merchants and agents can build and drive more personalized and data-driven customer journeys, while resolving conversations quickly and building long-term customer loyalty.

By automating 40 percent of customer interactions and optimizing omnichannel experiences for customers and agents alike, Kustomer is able to help e-commerce brands quickly and efficiently resolve conversations across all digital channels in a single platform. As part of its enhanced integration with Shopify Plus, Shopify Plus merchants will be able to integrate with Kustomer’s best-in-class platform with one click, making Shopify data viewable within the context of their customers’ historical activity, and actionable so that they can process returns and exchanges. Merchants can also instantly navigate to Shopify invoices as needed, or initiate conversations based on that data.

“We are excited to be recognized as a best-in-class customer service platform by Shopify Plus and join this incredible partnership network to extend our leading customer service and support capabilities to help brands and customer service agents succeed and further fuel business growth,” said Brad Birnbaum, Co-Founder and CEO of Kustomer. “By seamlessly integrating into the Shopify App, our platform will help Shopify Plus merchants deliver efficient and effective service by automating 40% of interactions via self-service, reducing handle times with intelligent routing, and driving omnichannel experiences between customers and agents.”

Integration Benefits

The Kustomer and Shopify integration offers a chronological and detailed timeline that views, tracks and manages past and present interactions and Shopify orders all in one actionable agent workspace. In addition, the integration allows use of Shopify data to identify and segment customers for proactive engagement based on purchase history and lifetime value, which in turn, helps retain more customers and build loyalty. Kustomer’s powerful automation features also help optimize teams and empower agents to use Shopify data to maintain and resolve conversations.

Through this partnership, Shopify merchants and agents will also be able to access a Shopify insights card, a one-stop shop for each customer’s entire Shopify purchase history, available directly in their profile. This dynamic card includes a chronological view of all purchases, with the ability to internally navigate to itemized lists, payment methods, as well as an ability to search the entire card by product item and SKU number, so that every detail around every purchase is discoverable within Kustomer.

“The Shopify Plus Certified App program is designed to meet the advanced requirements of the world’s fastest growing brands,” said Loren Padelford, GM Shopify Plus. “We’re happy to welcome Kustomer to the program, bringing their insight and experience in Customer Support to the Plus merchant community.”

Kustomer already serves as the customer service platform of several Shopify Plus brands, including HiSmile and ThirdLove. “Using Kustomer allows us to give our customers the freedom and flexibility to reach out anytime, anywhere and via any channel they want,” said Fabio Alferi, Head of Customer Experience at HiSmile. “This extraordinary customer service tool has played a significant role in enabling our team to deliver the type of highly efficient and personalized service that today’s customers expect and demand.”

About Kustomer
Kustomer is the omnichannel SaaS CRM platform reimagining enterprise customer service to deliver standout experiences. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and 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
 

Kustomer Acquires Automation Technology Company Reply.ai, Accelerating Kustomer IQ’s Intelligence Platform To Help Companies Effectively Scale Customer Service

Kustomer Acquires Reply.ai TW

Reply is the first acquisition for Kustomer, reinforcing Kustomer’s commitment to AI and machine learning capabilities throughout the customer journey. With Reply, Kustomer will now offer enhanced chatbot and deflection capabilities through its customer service platform.

New York, NY – May 14, 2020 — Kustomer, the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, announced today it has signed an agreement to acquire Reply.ai, a customer service automation company founded in 2016 that helps companies scale intelligent customer service without compromising experience. Reply leverages artificial intelligence and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. This announcement comes on the heels of the expanded roll-out of Kustomer IQ, the artificial intelligence engine embedded across Kustomer’s CRM platform. With Reply, Kustomer can provide even deeper intelligent self-service and assistance via Natural Language Processing (NLP) based chatbots, enhanced omnichannel customer deflection and machine learning based response suggestions. Madrid based Reply will also accelerate Kustomer’s European growth by significantly increasing its presence in the region.

“We believe artificial intelligence is essential to helping today’s enterprises scale customer service and efficiently deliver exceptional results. We recently rolled out Kustomer IQ to meet the growing need for companies to have access to the power of AI, and with today’s acquisition, we continue our investment in bringing self-service tools and intelligence capabilities to our clients,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “Reply has built deflection and self-service chatbots that help companies effectively deflect initial customer communications at an astounding rate of 40 percent. This means that almost half of all initial customer communications can be successfully resolved without requiring live interaction with a service agent, bringing greater efficiency to the entire customer service function. We are excited to welcome co-founders Omar and Pablo Pera and the entire Reply team of world class data scientists and engineers to the Kustomer Krew.”

The Reply suite of tools include deflection capabilities that look at historical and contextual data, continuously improving over time, as well as deflection widgets that can be embedded in forms and email, and features a powerful information retrieval system that extracts relevant answers to customer questions from a company knowledge base. Reply also features a platform to build chatbots that can be deployed across multiple channels and languages, and agent-assist tools that suggest relevant answers to messages and subsequent actions, such as routing or auto-tagging conversations.

“We are excited for Reply to join Kustomer and share its mission to make customer service more efficient, effective and personalized. As a long-time partner of Kustomer, we are able to seamlessly integrate our deflection and chatbots technologies into Kustomer’s platform and help brands more cost-effectively increase efficiency. We look forward to working with Brad and the entire team,” said Omar Pera, Co-Founder of Reply.

“By leveraging advanced AI capabilities and Kustomer’s robust CRM platform, combined with self-service deflection tools, Kustomer is uniquely built for the needs of today’s enterprise companies,” adds Birnbaum. “Since 2015, we have been committed to revolutionizing customer service and today’s acquisition of Reply marks one more step in our journey.”

For more information about Kustomer, visit www.kustomer.com

About Kustomer
Kustomer is the omnichannel SaaS CRM platform reimagining enterprise customer service to deliver standout experiences. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and 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.

About Reply.ai
Reply.ai helps brands scale customer service by providing AI-powered solutions that instantly resolve common customer questions on chat and ticketing channels. The two core products, Deflect for Ticketing and Deflect for Chat, reduce consumer frustration and deliver 24/7 personalized service, ultimately increasing self-service effectiveness and support team capacity. Reply’s customers, like The Cosmopolitan Of Las Vegas, Vail Resorts, Honeywell, Glovo and Paula’s Choice, rely on Reply for innovative and industry-focused solutions to customer service problems. Reply was founded in 2016 by former Google and CERN engineers and is headquartered in New York City and Madrid, Spain.

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

Kustomer Introduces KustomerIQ, Bringing Artificial Intelligence and Machine Learning to Enterprise Customer Service

NEW YORK, NY — October 3, 2019 — Kustomer, the SaaS platform that is reimagining enterprise customer service, today introduced KustomerIQ, embedding Artificial Intelligence and Machine Learning across the Kustomer platform to enhance the customer service experience of companies competing in today’s on-demand world. KustomerIQ uniquely integrates Machine Learning models and other advanced AI capabilities with the Kustomer platform’s powerful data, workflow, and rules engines to enable companies to provide smarter, automated customer experiences that are more personalized, efficient, and effortless. The Kustomer platform stands out among customer service solutions for the comprehensiveness of available customer data and its business process automation that is driven by branchable, multi-step workflows and custom business logic.

“In today’s crowded market, excellent customer service is often the differentiator that builds loyalty and trust between one brand to another,” said Brad Birnbaum, Co-Founder and CEO of Kustomer. “With KustomerIQ and the inclusion of Artificial Intelligence and Machine Learning into our omnichannel platform, Kustomer will now go even further in helping brands automate their business processes, while making it easier for their agents to take action on customer information, ultimately developing a stronger and more profitable customer relationship.”

KustomerIQ brings together a wide breadth of Artificial Intelligence methods such as Machine Learning, Natural Language Processing (NLP), Predictive Analytics, Deep Learning, and Multi-dimensional Neural Network Mappings. Companies adopting KustomerIQ use their own data to train the predictive Machine Learning models, automatically customizing them to address their own business needs. With each new interaction and piece of data, these models learn and self-tune increasing their predictive accuracy and improving the decision making of both the models themselves and the customer service organizations using Kustomer.

Through KustomerIQ, companies will be able to automate manual, repetitive tasks and essential processes of their customer service experiences. In addition, KustomerIQ changes the way companies manage knowledge during a service inquiry by surfacing relevant insights and predicting future outcomes to enhance customer self-service, facilitate real time intervention through recommendations, and streamline proactive outreach. By automating everything and providing the right information at the right time, KustomerIQ frees up agents to focus on more complex and emotional customer interactions, resulting in reduced costs and faster resolution of calls.

KustomerIQ is bringing new smart customer service features to the Kustomer platform, including:

  • Automated Conversation Classification: Intelligently categorizes and classifies conversations using Machine Learning and attributes of the conversation and customer. 
  • Queues and Routing: Routes customers to the most appropriate agent using conversation classification, agent skills, and overall team capacity to drive the machine learning model. As a result, KustomerIQ helps companies improve customer satisfaction, increase first call resolution, and reduce wait and handle times.
  • Customer Sentiment Analysis: Using Natural Language Processing, the Kustomer platform can read messages between customers and agents and quantify how a customer feels about a brand in real-time. Seeing customers’ sentiment helps agents empathize with customers in a digital medium, and thus determine the best way to communicate with them. 
  • Automatic Language Detection: Using Natural Language Processing, the Kustomer platform can automatically identify the language being used in a conversation and then route the customer to an agent that speaks the language. In addition, if a company has pre-written responses (shortcuts) set up in multiple languages, those responses will automatically switch to the language used by the customer to ensure a better experience for both customer and agent. 
  • Suggested Agent Shortcuts: Provide recommended pre-written responses to agents based on conversation and customer attributes to help agents immediately access the knowledge they need to resolve customer issues faster.
  • Customer Self-Service: Automatically suggests help articles from a company’s knowledge base providing an immediate answer to a simple customer questions without interacting with an agent, so customers get answers faster and agents can focus time on more complex customer inquiries. By giving a customer more self-service options it also lowers agent volumes and improves resolution and handle times.
  • Workforce Management: Helps to predict future conversation volume and staffing needs based on historical and trend data of items, such as SLA attainment and seasonality. Can also assist in identifying training needs by providing insights into areas where an agent or agents are deficient. 

To further increase its rapid pace of innovation, Kustomer will triple the size of its development team in 2020. The team will focus on ensuring the continuous improvement of KustomerIQ’s machine learning models and further expansion and integration of innovative Artificial Intelligence capabilities throughout the platform.

About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and 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, Rent the Runway, Glossier, Away, Glovo, Slice and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, has raised over $113.5M in venture funding, and is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

To learn more about Kustomer visit www.kustomer.com or reach out by email to info@kustomer.com.

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