Founded in 2015 to automate repetitive customer service processes, Kustomer has experienced a great deal of growth over the past few years, securing a slate of highly recognizable brands as customers including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.
The company is able to provide its users with a deep level of service automation by applying analytics to data from multiple sources. Its platform is hosted on Amazon Web Services. It works by enabling users to search, display, and report on various customer attributes including orders, feedback scores, shipping, tracking, web events, and other factors. The technology also uses all this information to create visual cards for customer service agents that provide context and highlight key data to use during customer interactions. Plus, the platform helps build shortcuts that let agents act quickly or respond with canned text.
Kustomer leverages artificial intelligence in its platform, offering a conversational assistant that gathers data for human agents and routes customer conversations automatically. Its KustomerIQ tool gives companies the flexibility to train Kustomer’s AI and customize it to their needs.
With the new funds, Kustomer plans to continue innovating its product and expanding its business, according to CEO Brad Birnbaum. For one, the money will “bolster Kustomer’s global expansion as it continues to invest heavily in product development,” he told VentureBeat. And, by the end of the year, the company is planning to introduce “next-gen” customer relationship management capabilities, according to Birnbaum.
In a statement on the funding, Birnbaum asserted that Kustomer is "in a position of strength across all key business metrics":
“At a time when consumers want intelligent, personalized attention, the most forward-looking companies are turning to Kustomer to help them exceed expectations. We are seeing rapid adoption over legacy brands like Salesforce and Zendesk and are in a position of strength across all key business metrics as we raise our Series E. With this latest fundraise, we plan to continue our global expansion and will invest heavily to help our clients deliver exceptional customer service.”