Home > Categories > Customer Relationship Management > Kustomer Raises $60M to Transform Its Omnichannel CRM Platform

Software Category

Customer Relationship Management

Write Review

Kustomer Raises $60M to Transform Its Omnichannel CRM Platform

SaaS-based customer relationship management company Kustomer announced that it has raised $60 million to improve customer support experience by providing buyers’ transaction history and pages they have viewed and making the information available to company representatives in one interface.

The start-up provides customer service interaction between agents and users via different channels such as email, WhatsApp, and Facebook Messenger. To facilitate the interaction further and automate it partly, the company recently introduced a new tool, KustomerIQ, to leverage artificial intelligence and machine learning. With the new solution, the tool automatically classifies conversation and defines which agent is the most appropriate one to deal with the given inquiry. It also uses natural language processing (NLP) to identify the conversation language to route the customer to the agent who speaks the same language.

Source: Kustomer

Since its foundation in 2015, Kustomer has raised $173.5 million, and the recent $60 million fund from its new investor, Coatue, will support opening a new office in Europe in 2020.

Our Take

Due to technology improvements, customers are expecting more from businesses. They anticipate quicker resolutions to problems and better communications with their end users. Leveraging IT automation solves the issues that companies may have had with managing the relationship between agents and clients. Moreover, coupling data with client support expedites customer service by getting user response instantaneously and saves money by solving customer issues faster.

The omnichannel concept of Kustomer captures conversation from different social media channels and brings them into a single customer view. CRM companies like Zoho and Salesforce have built their concepts around customer service very well and have gained high levels of user satisfaction, as shown in the following Data Quadrant. However, innovative solutions by start-ups like Kustomer may reshape the industry standard and customer expectations.

Source: SoftwareReviews, Published March 2019


Want to Know More?

Select and Implement a Customer Relationship Management Platform

Vendor Landscape: CRM Suites for Gaming, Hospitality, and Leisure

Emotional Footprint Report on Customer Relationship Management

Other Recent Research in Customer Relationship Management

Customer Relationship Management

Six Tips on Managing Your Software Vendor Relationship

A great relationship with your software provider delivers both value and immediate results. These key tips will help you make the best of your partnership.

Customer Relationship Management

Organizations Report Higher Satisfaction When Switching to Software With an Info-Tech Award

Thinking about choosing a new software vendor but don't know where to start? Narrow down your shortlist by focusing on software that has received an Info-Tech Research Group award. New data from SoftwareReviews shows that organizations reported higher satisfaction when they switched to software that had received an Info-Tech award.

Customer Relationship Management

Satisfaction With Software Drops With COVID-19 Uncertainty

The impact of COVID-19, as it became a global pandemic in Q1 of 2020, has affected user sentiment toward software during a growing period of fear, uncertainty, and doubt. To analyze the impact, SoftwareReviews compared Satisfaction (willingness to recommend to a peer), ability to deliver Business Value (fair cost to value), and Likeliness to Renew prior to March 10 and post March 10.

Customer Relationship Management

Running Critical Enterprise Applications Efforts During COVID-19

An enterprise application selection or implementation has most likely been heavily impacted by COVID-19. Do not hit the brakes; stopping and restarting projects increases the risk of failure. Slow down or speed up? Which is the right strategy for your organization?