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

Join us for our webinar on February 25th, 2021: How to Unify a Modern Tech Stack for Seamless Customer Service

Register Now

 

Kustomer Debuts Next Generation Chat Platform, Enabling Businesses to Deliver AI-Powered, Personalized Customer Service at Fraction of the Cost of Phone Support

Kustomer Debuts Next Generation Chat Platform, Enabling Businesses to Deliver AI-Powered, Personalized Customer Service at Fraction of the Cost of Phone Support TW

Businesses Can Now Resolve the High-Frequency Needs of Digital Shoppers Faster and More Efficiently, Providing Personal, Empathetic & Helpful Chat-Based Support to More Customers

 

New York, NY – January 19, 2021Kustomer, the top-rated CRM platform for omnichannel customer experiences, today launched its next-generation Kustomer Chat platform. The intelligent, easy-to-deploy conversational messaging platform leverages AI and historical customer data to enable secure, personalized engagement from websites and mobile devices throughout their buyer journey. This reduces shopping cart abandonment, empowers customers to resolve their own issues and inspires customer loyalty with a smarter, more convenient and cost-effective support option that helps businesses stay on top of support volume triggered by the COVID-19 pandemic. It also helps businesses scale cost-effectively by replacing phone-based support that can cost over $8 per contact, with an AI-powered messaging experience at 1/10th the cost.

“Customer service has become a lifeline for consumers struggling to adapt in the post-COVID era. They need personal, informed support throughout their buying journey, and they need it on their own schedule. Unfortunately, the crushing volume and complexity of requests has left businesses struggling to keep up and searching for smarter, digital solutions to address customer demands,” said Brad Birnbaum, founder and CEO of Kustomer. “As one of the most popular and efficient support channels, chat is the answer, but it must be smarter, more personalized, and less frustrating than legacy chat experiences. That’s why we are so excited to introduce our newest version of the Kustomer Chat platform with AI chatbots powered by rich customer data to help businesses deliver highly-responsive, smart, and personalized support at a fraction of the cost of traditional channels. By allowing customers to easily resolve problems on their own and engage with CX at their convenience, Kustomer Chat provides businesses the tools to deliver on customers’ expectations and grow their business. Using AI-powered advanced triage and recommended agent actions, CX organizations can deliver faster answers to their customers’ needs.”

Brand New Kustomer Chat Platform Packed With Features

The new version of Kustomer Chat delivers benefits for both consumers and businesses by making chat-based support interactions smarter, faster, and frictionless. Businesses can now automate, deflect, or instantly resolve customer issues using chatbots powered by machine learning and customer data from the built-in CRM platform. Businesses can also improve agent productivity by using AI and the customer’s full history to eliminate guesswork, accelerate triage, and recommend or automate actions. The platform features an extensive set of capabilities, Kustomer Chat empowers businesses to deliver seamless support around the clock, dramatically improve the customer experience quality, and reduce the costs and complexity of their service operations.

  • Embedded Knowledge Base: Enable quick access to FAQs and deliver instant resolution with AI-Powered Knowledge Base that can be accessed from within the chat widget.
  • Persistent Conversation History: Keep conversations continuous even if the customer has momentarily left, with a persistent interaction history that allows anywhere, anytime engagement, without losing context or needing to repeat themselves.
  • CRM-Powered Chatbots: Powered by machine learning and CRM data, deploy powerful bots across the entire journey to automate routine agent interactions, deliver personalized experiences, and drive faster resolution.
  • In-App & Push Notifications: Reduce abandonment and churn, and eliminate frustrating waiting on hold by using in-app and push notifications to instantly notify customers when there is a response from an agent.
  • Multi-Brand Customization: Deliver customized experience across multiple brands. Manage unique settings to create brand-specific experiences including branding, styles, language, conversational assistant, automations, SLAs, reporting, and more.
  • Build Your Own Chat Widget: Create your own conversational interface and experience using turnkey tools and developer configurations.
  • Targeted CSAT Surveys: Collect meaningful, in-the-moment feedback by targeting CSAT surveys based on customer data.
  • Enhanced Performance and Reliability: Completely rewritten in industry-leading modern programming languages Swift and Kotlin, along with simplified implementation, and super-light SDKs, the new chat platform delivers top speed and reliability.
  • Support for the popular Dark Mode and Landscape mode.
  • Intelligent Agent Suggestions (Coming Soon): Using AI and entire ticket history, brands can eliminate overhead manual triage, accelerate response times, and recommend or automate actions for agents.

“Chat is the most cost-effective and fastest way to support and win over our customers,” said Becky Leader, VP of Customer Experience at Rent The Runway. “Kustomer’s chat platform is a critical part of our omnichannel support strategy. Agents can efficiently deliver seamless web and in-app chat support, quickly switch to another channel if needed, and follow up on any missed messages.”

New Research Shows Customers Want Chat-Based CX

Kustomer recently conducted a study of consumer chat preferences that can be downloaded for free at www.kustomer.com. The research showed consumers aged 18-24 rate customer service today as slower, more difficult, less personal, and less convenient than all other age groups, meaning that current customer service strategies are falling short when it comes to this generation. But their appetite for self-service via chat reveals an easy way to improve upon these negative feelings: 61% of consumers 24 and younger prefer self-service, compared with only 23% of those 65 and above.

About Kustomer
Kustomer is the top-rated CRM platform for omnichannel customer experience, helping leading businesses create customers for life. With an advanced, AI-powered, omnichannel customer experience platform, Kustomer delivers a unified single view of the customer, automates manual tasks, and scales easily to deliver the efficient and effortless CX that businesses, agents and consumers love. Today, Kustomer is the core platform of top customer-centric brands like Ring, Glovo, Glossier, 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

Join us for our webinar on January 26th, 2021: Servicing the Modern Consumer With Chat.

Register Now

 

Kustomer To Join Facebook, Helping Brands Thrive In The Digital Economy with Modern Customer Service

When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. We understand consumers want more from the companies they do business with. They want effortless and seamless customer service across all communications and social channels. They want businesses to understand them and keep pace with how quickly their needs change – especially when there’s a question or issue. These practices are not just good business. They are the factors that build brand loyalty and repeat business, which translates directly into positive impact on the bottom line.  

With this as a starting point, we set out to build the very best custom service platform for today’s modern businesses. The result is the Kustomer omnichannel CRM platform that provides a unified picture of the customer in a single view. It helps businesses automate repetitive tasks so agents can maximize their time and the quality of interactions with customers. Our priority is to deliver efficient and effortless experiences that delight businesses, agents and consumers.

Throughout the last five years, we have had the opportunity to power the customer experiences of many of today’s most innovative global companies. And we’re just getting started. We are delighted to share with you the next step in our journey and the news that we have signed an agreement to be acquired by Facebook subject to customary regulatory review. 

Once the acquisition closes, we look forward to working closely with Facebook, where we will continue to serve our customers and work with our partners as part of the Facebook family. With our complementary capabilities, we will be able to help more people 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, we look forward to enhancing the messaging experience which is one of the fastest growing ways for people and businesses to engage.

Jeremy and I are immensely grateful to our clients and partners who have joined us in our mission to redefine what it means to deliver excellent customer experience. It is because of you that we keep innovating on the question of what does it mean to exceed the expectations of today’s modern consumer.  

We also want to recognize the dedication and drive of the incredibly talented Kustomer team. They are the best at what they do and work tirelessly to give customers the platform for delivering exceptional customer experiences.  

We hope you’ll connect with us to be a part of the next chapter of Kustomer. 

With gratitude,

Brad Birnbaum
CEO and Co-Founder
Kustomer


Contact Us: For more information, please contact press@kustomer.com.

Closing Conditions: This transaction will be subject to customary closing conditions and regulatory approval. Financial terms of the deal were not disclosed. 

Data Privacy: Kustomer businesses will continue to own the data that comes from interactions with their customers. Facebook eventually expects to host Kustomer data on secure Facebook infrastructure. In doing so, Facebook will act as a service provider at the instruction of business customers. This is an industry standard practice among many companies that offer service solutions. While Facebook will not automatically use Kustomer data to inform the ads that a user sees, businesses will have the option to use their data at Kustomer for their own marketing purposes, which may include separate advertising services on Facebook.

 

Rainbow Shops’ Adoption of Kustomer CRM Platform Just Weeks Before Peak Holiday Shopping Delivers Seamless, Efficient Customer Experience

Kustomer Quickly Helps Rainbow Shops Reduce Abandon Rate by 60%, Improve Agent Satisfaction And Deliver A Modern Customer Experience

New York, NY – November 24, 2020Rainbow Shops, a fashion retailer with 12,000 employees worldwide, today announced it has selected and integrated Kustomer, a top-rated CRM for modern customer experiences, as its omnichannel customer service CRM platform. Just weeks before the start of peak holiday shopping season, Rainbow Shops took the bold step of replacing Salesforce Service Cloud with Kustomer, enabling Rainbow to provide real-time request resolutions, an integrated view of the customer, operational efficiencies and a more seamless customer experience across its retail channels. Rainbow Shops’ customer service centers are an integral part of their business, servicing its e-commerce channel and more than 1,000 stores with a staff of just 20 agents.

Before deploying Kustomer, Rainbow customer service agents were reporting difficulties accessing siloed information about the customer, their order history, order status, refunds and other issues. Within three weeks of the project kickoff meeting, the Kustomer platform was operational and delivering value with a 60% reduction in abandon rate and a boost in agent and customer satisfaction. An added benefit of the Kustomer platform was its tight integration with the ecosystem of tools and channels Rainbow Shops was already using, which helped simplify and streamline the systems Rainbow uses to run customer service. Rainbow Shops plans to add more Kustomer capabilities in January, including Kustomer IQ chat, SMS chat, and AI-guided self service.

“As a leader in customer service and e-commerce for more than 15 years, I have an acute understanding of what it takes to deliver the stellar, modern customer service experience today’s consumers are seeking, and having the right tools and technology plays an essential role in this. For years, I’ve been looking for a solution that provides the closest possible 360-degree view of our customers, but I struggled to find the best fit until now,” said Michael Hoffman, Director of E-Commerce & Customer Service, Rainbow Shops. “Since adopting Kustomer at the end of October, I feel we are well on our way to providing our customers with the real-time, flexible and informed customer service they expect during one of the most critical times for retail success. While deploying a new technology so close to the holiday shopping season was risky, it could not have gone faster or smoother and it’s already paying off in a big way, keeping both our customers and our customer service agents highly satisfied.”

“Businesses like Rainbow Shops that are motivated to delight their customers and operate at peak efficiency are why we created Kustomer. We are thrilled we were able to quickly transform customer service for Rainbow Shops,” said Brad Birnbaum, CEO and Co-Founder of Kustomer. “Making customer service better, easier, and more efficient, while delivering measurable value, is important to everyone at Kustomer. We look forward to helping Rainbow Shops leverage the full suite of our tools — from our core CRM platform to our intelligent chatbots — as they continue to strengthen customer relationships and brand loyalty.”


About Rainbow
Fashion at prices you’ll love.™ Rainbow is a national fashion retailer with over 1,000 locations in the United States, Puerto Rico and the US Virgin Islands as well as RainbowShops.com. We offer a wide selection of women’s, juniors, plus size, and children’s clothing, as well as shoes and accessories. With hundreds of new styles arriving every day in stores and online, Rainbow is the ultimate purveyor of must-have looks in fast fashion. Headquartered in Brooklyn, NY, Rainbow has been the final say in affordable style since 1935.

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
 

Kustomer Adds Instagram Messaging Integration to Fuel Social Commerce and Customer Service

Kustomer Adds Instagram Messaging Integration to Fuel Social Commerce and Customer Service TW 3

Brands on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer omnichannel CRM platform

New York, NY – October 19, 2020 – Kustomer, the modern customer experience CRM, today announces its integration with Instagram Messaging. Brands can now engage with followers, connect influencer-driven conversations to company experts, and resolve issues quickly, allowing businesses to take advantage of rapid growth in social communications and commerce.

Kustomer’s CRM is the first true omnichannel customer service platform, purpose-built for brands that want to deliver hyper-personalized customer experiences at scale. By unifying customer conversations across multiple channels in a single-screen view, agents get unprecedented visibility and insights about their customers, enabling them to deliver the exceptional service experiences that consumers demand.

With the integration, brands can now:

  • Respond to direct messages, @mentions, and Stories from the Kustomer Platform, eliminating the need for toggling between tabs or devices.
  • View messaging on Instagram in a single timeline view, along with other customer interactions and conversations across multiple channels and platforms.
  • Leverage intelligent routing, automation and artificial intelligence (AI) to seamlessly keep up with demand and cost-effectively scale.
  • Track KPIs and manage service level agreements (SLAs) for Instagram conversations.

“With more than a billion active users worldwide, a thriving influencer community, and the ability to instantly engage with consumers, Instagram has become one of the fastest growing channels for social commerce and customer service. In this time of rapid e-commerce acceleration, providing fast, personalized engagements with followers, influencers, and customers has taken on a new urgency. It presents a real opportunity for companies to significantly boost revenue and cement stronger relationships,” said Brad Birnbaum, founder and CEO of Kustomer. “We are honored to be one of the premier CRM partners to deliver seamless messaging integration on Instagram, enabling direct-to-consumer businesses and digital disruptors to connect with buyers, assist customers and deliver an extraordinary customer experience.”

“In the past, our agents had to respond to customer DMs, stories or tags directly within the Instagram app, which wasn’t scalable and didn’t allow us to track KPIs,” said Wellington José of Amaro, a leading Brazilian direct-to-consumer fashion brand. “Now that the Kustomer customer experience CRM platform is integrated with Instagram Messenger, we can efficiently manage that channel in the same seamless way Kustomer allows us to manage our other channels.”

“We are delighted that Kustomer is launching its Kustomer CRM platform on Messenger. Businesses and people are messaging with each other more than ever, and Instagram is an important channel to connect with customers and build relationships,” said Konstantinos Papamiltiadis, VP of Platform Partnerships at Messenger. “Messenger API support for Instagram means businesses and developers can now manage their customer communications on Instagram at scale.”

Contact us to learn more about this integration.


About Kustomer
Kustomer is the world’s top-rated customer experience CRM, helping leading brands create customers for life. With an advanced, AI-powered, omnichannel customer service platform, Kustomer delivers a unified single view of the customer, automates manual tasks, and scales easily to deliver the efficient and effortless experiences businesses, agents and consumers love. Today, Kustomer is the core platform of top customer-centric brands like Ring, Glovo, Glossier, Sweetgreen and hundreds of others. 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 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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