Kustomer’s $40 Million Series D Brings Personalized, Efficient, and Effortless Customer Service to all Enterprises

A note from our CEO Brad Birnbaum

Read the full series D press release here.

Zappos and other companies with a similar “do anything for the customer” mindset have changed what’s expected from customer service – forever. Now, whether a year old or fifty years old, companies across industries and around the world are trying to provide the rich customer experiences necessary to compete.

This is why my Co-Founder Jeremy and I started Kustomer. After years of building technology for contact centers, we made it Kustomer’s mission to reimagine how a software platform could make personalized, efficient, and effortless customer service a reality.

Our latest round of funding, a $40 million Series D announced yesterday, will further accelerate the development of the Kustomer platform and help our customers deliver an even better service experience to their customers. Led by Tiger Global Management, this round of funding is our third in the past twelve months following our Series C this past January and our Series B last June, and brings our total funding to $113.5 million.

We are humbled to have had each of these rounds led by three of the leading venture firms in Redpoint Ventures, Battery Ventures, and now Tiger Global Management. All of our investors offer us tremendous expertise, sound business insights, and support a CEO can only dream of receiving. The opportunity to now partner with Tiger Global Management is particularly exciting as they are true believers in the customer service and CRM spaces and share our vision for the future.

That future is a bright one because of the dedication of our Krew to building a next-generation platform and developing strong relationships with our customers. Through their efforts we have grown by 350% over the past year and extended our technical lead over legacy, outdated solutions in the space.

The Kustomer platform uses intelligence to automate repetitive, manual tasks and provide service agents unprecedented insight into a customer’s history. By unifying customer purchase and activity history from all of a company’s systems on the Kustomer timeline, agents have data-driven, actionable conversations without changing screens. As a true omnichannel platform customers and agents can switch between different channels as needed during a conversation, while maintaining the context to progress conversations forward without customers repeating information. Kustomer supports seamless communication through email, chat, SMS, voice, Facebook Messenger, and Twitter.

The additional funding dramatically increases our runway even as we ramp up our already aggressive plans to build on our unprecedented growth. This includes significant investments in our product and engineering teams to drive innovation. In particular, we will double down on artificial intelligence and machine learning to further enhance our business process automation capabilities. We will also continue our international expansion and will open our European data center later this summer. Most importantly, we will enlarge our customer experience team to ensure that our customers receive the same strong support from us that they provide to their customers.

Finally, I want to thank all of our customers who make this journey possible. Your passion and customer-first focus is an inspiration to us everyday. Thank you.

Kustomer Raises $40 Million in Series D Funding, Accelerates Growth of Enterprise Customer Service Platform

Round led by Tiger Global Management with participation by Battery Ventures

Hear from our CEO Brad Birnbaum as he reflects on Kustomer’s series D funding.

NEW YORK, NY — May 29, 2019 — Kustomer, the SaaS platform that is reimagining enterprise customer service, today announced its $40 million Series D funding round led by Tiger Global Management, with participation from current investor Battery Ventures. This marks the company’s third round of financing in less than twelve months and brings the company’s total funding to $113.5 million, following its recent $35 million Series C raise in January of this year.

Founded in 2015, Kustomer empowers businesses to provide the customized, data-driven support necessary to succeed in today’s customer-first world. Its platform uses intelligence to automate repetitive, manual tasks and provide service agents unprecedented insight into a customer’s history. Leveraging customer data and omnichannel communication capabilities enables companies to seamlessly connect with their customers in ways unavailable in other products. Kustomer is the only company to provide the technology and tools needed to meet the growing expectations of today’s consumer. The Kustomer platform is used by today’s leading service-oriented brands including Ring, Rent the Runway, Glovo, Glossier, Away and UNTUCKit.

“Today’s successful businesses are using Kustomer to deliver personalized, responsive, and high value service in less time and at less cost. As a result, we have seen our growth trajectory outpacing many successful enterprise SaaS vendors at a similar stage. Looking to the future, we will use these funds to further invest in automated intelligence and ensure the platform extends our lead in innovation over legacy systems such as Salesforce and Zendesk.  We are excited to continue to accelerate our growth and bring increasingly intelligent and differentiated solutions to our customers,” said Brad Birnbaum, CEO and Co-founder of Kustomer.

This funding round comes after a year of explosive growth for the company. In the past twelve months, Kustomer grew by 350% and expanded operations to Raleigh-Durham, North Carolina. Kustomer will also continue to grow abroad by increasing its European presence and plans to double its overall staff size worldwide by the end of this year.

In addition, Wendi Sturgis, the CEO of Yext Europe and Chief Client Officer at Yext, has joined Kustomer’s Board of Directors as an independent board member. A seasoned technology executive, Sturgis  has held leadership positions at world-class technology companies, including Oracle, Gartner, Right Media, and Yahoo!. “Kustomer is one of the fastest-growing startups in its space, and I am pleased to join them on their mission to redefine what it means to truly put the customer first, radically shift the approach to customer management and ultimately manifest this in state-of-the-art marketing automation,” said Sturgis. “Plus, when it comes to leadership teams, I am drawn most to disruptors — but only those with the highest integrity. I could not have chosen better, in coming to work with Brad Birnbaum and the incredible team he has assembled.”

 

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, 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

 

For Media Inquiries:
Cari Sommer
RAISE Communications
info@raisecg.com
646-480-7683

 

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