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Kustomer Raises $60 Million Series E to Accelerate Transformation of Customer Service

  


By Brad Birnbaum, CEO & Co-Founder, Kustomer


Yesterday, we announced our $60M Series E funding round led by Coatue. I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer.

I’ve always been passionate about great customer experiences. I live it everyday in my personal life when buying from companies that make it easy to do business with them and I’ve founded three companies dedicated to changing the way businesses serve their customers.

Most importantly, I’ve seen that a maniacal focus on customer service wins every time.

Over the years, I have talked with hundreds of customer service leaders and although they have wanted to deliver exceptional customer experiences, their legacy ticket-centric technology solutions could not effectively enable these leaders to meet the expectations of today’s consumers – forget about exceeding those expectations.

So in 2015, my co-founder, Jeremy, and I started Kustomer to transform the customer service experience by making it more personal as well as less stressful and time consuming.

The Power of a Customer-Centric Platform

We believed that putting the customer at the heart of an intelligent, truly omnichannel solution would provide businesses the competitive edge they needed to succeed in an on-demand, experience-based world.

The Kustomer platform uses intelligence to automate repetitive, manual tasks and provide service agents unprecedented insight into a customer’s history. By unifying customer activity and interaction 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, WhatsApp, Facebook Messenger, and Twitter.

Continued Investment in our Product, Customers, and Global Expansion

We are on a mission to enable every business to deliver exceptional customer service. With our $60 million Series E funding round, we will dramatically accelerate our already aggressive plans to build on our unprecedented growth. This includes significant expansion of our global footprint, the launch of additional data centers around the world, and heavy investment in our product and engineering teams to drive even greater platform innovation.

Our R&D investment will speed up our rapid pace of platform innovation to help our clients increase customer satisfaction, build loyalty, and deliver standout service more efficiently than ever.

In particular, we will take the capabilities of recently announced KustomerIQ to the next level by infusing Machine Learning into all aspects of customer service, so clients can provide smart, personalized, and automated customer experiences. Additionally, by the end of the year, we will roll out next generation CRM functionality that will further establish Kustomer as the system of record for managing customer experiences and expand our clients’ ability to seamlessly work together across departments to service customers.

These innovations will further extend our technical advantage over outdated, legacy solutions and more importantly help our clients and their agents succeed.

World Class Clients

It’s my firm belief that Kustomer wins only if our clients win and we’re committed to investing in ensuring our clients have world-class support from us. I want to thank all of our clients who have joined us on this journey to reimagine customer service and look forward to continuing these partnerships in the years ahead.

Strong Support from the Best Investors

This round of funding was led by new investor, Coatue with participation from existing investors Tiger Global Management and Battery Ventures and brings our total funding to $173 million. I am honored to work with all of our investors. They are an elite group whose thoughtful insights and strong support has been critical to our rapid growth. And I am excited to now partner with Coatue who true believers in our mission and our ability to achieve it.


A Great Krew

Finally, I want to thank our employees. Without the commitment, tenacity, and intelligence of the Krew in support of our clients and the development of best-in-class technology none of this would be possible.

Even with our rapid growth and success to date we have much to do, but I am excited by the challenges ahead and the opportunity to make personalized, efficient, and effortless customer service a reality for businesses and consumers around the world.


#CustomerService
#Omnichannel

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