For customer service software newcomer Kustomer, the goal is to eliminate silos that exist in many of today’s customer service technologies and provide a more holistic customer support offering that focuses on the entire customer experience, rather than stand-alone support issues. The company just secured $26 million in Series B funding to make that happen. Investors including Redpoint Ventures, Canaan Partners, Boldstart Ventures, Social Leverage and Cisco Investments contributed to the funding.
According to Brad Birnhaum, CEO and co-founder of Kustomer, the company was born out of a “real need for a modern CRM platform that focuses on the customer, rather than a support ticket, in order to eliminate negative experiences."
Kustomer's software seeks to deliver a single customer timeline through an intelligent workflow engine, which “enables companies to personalize and automate complex use cases that take time and resources, allowing service teams to be more effective and productive,” according to a company statement.
With more context on each individual customer, agents that use Kustomer’s tools can proactively contact customers that may have upcoming support needs before these needs even arise. Shipment delays, for example, can be tackled early based on geographic data that agents will have access to.
The company has been growing since it launched in 2015 and receiving praise from customers. Jamie Siminoff, founder and CEO of security company Ring, said in a statement that Kustomer enabled the company to cut costs while increasing productivity.
"By switching to Kustomer, we were able to lower our overall service and customer experience costs, while also increasing our team members productivity. Kustomer aligns with our approach of providing exceptional customer experiences by leveraging their platform to better empower our teams, and in turn, our customers."
As Kustomer continues to innovate, the company plans to newly secured funds to grow its platform and double down on analytics, integrations and enterprise capabilities to attract potentially larger customers.
“Kustomer is providing modern service for the modern consumer," Birnhaum said.