50 Smartest Companies of the Year 2019

Kustomer: Customer Service Reimagined


“From our founding mission, through our Kustomer platform, to the way we develop relationships with our customers, we strive to always do something that was never done before.”

Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. It is a privately held company that is based in Ney York. The company enables personalized, efficient and effortless customer and agent experiences by delivering unprecedented views of a customer's history, facilitating continuous omnichannel conversations and using intelligence to automate repetitive tasks and surface knowledge. You can accelerate customer conversations and eliminate tedious questions by providing a holistic view of the customer whilst unifying customer purchase and activity history from all your systems on the Kustomer timeline, so agents have data-driven, actionable conversations without changing screens. Kustomer makes personalized, efficient and effortless customer service a reality.

The Kustomer Platform

One foundation, endless uses

Brands use the intelligence of Kustomer’s platform to automate and streamline processes, provide unprecedented insight into a customer’s past experiences and current sentiment, and seamlessly communicate across any channel, at any time. Outdated technologies have been weighing companies down by limiting their view of customers and making it difficult to connect customer data spread across internal and external systems. Using current available CRM solutions, companies are handcuffed to their vendors ‘best practice’ processes, preventing them from meeting their customers and agents expectations. Kustomer enables you to use out-of-box objects like ‘customers’ and ‘companies’, and customizable attributes like orders, feedback scores, returns, shipping tracking, web event tracking on your shopping cart, or if a customer is a Gold or Platinum frequent flyer.

Everything you need — all in one screen

Kustomer unifies past interactions, purchase history, and customer data from all your systems and displays it as a single timeline for each customer.

  • Agents never have to switch screens or applications to get the information they need
  • Deliver personalized, data-driven, actionable conversations directly in the agent workspace
  • Accelerate the successful completion of inquiries without asking tedious questions

Support customers anywhere

Kustomer’s true omnichannel platform breaks down the communication silos that fragment service experiences, cause agent collision, and frustrate customers.

  • Agents and customers can switch channels at any time and Kustomer will maintain a single threaded conversation
  • Never lose context and avoid asking customers to repeat information
  • Communicate via email, chat, SMS, voice, Facebook Messenger, Twitter, and WhatsApp

Intelligent automation

AI and machine learning capabilities optimize customer and agent experiences by assessing customer needs in real time while improving precision and speed of service.

  • Automate time-consuming agent tasks and complex business processes
  • Build powerful workflows and business logic with customer data from any system
  • Intelligently route high-volume conversation traffic to the most appropriate resource

Proactively engage customers

With all your data in Kustomer, the platform’s intelligence lets you keep customers informed and engaged with your brand.

  • Identify and message customers impacted by an issue before they’re even aware
  • Segment customers based on their purchase history and send special offers
  • Conduct proactive engagement directly in Kustomer—no marketing tools required

Meet the CEO and Co-founder, Brad Birnbaum

Brad is an innovator and a trailblazer in creating disruptive enterprise technologies. He has spent more than 20 years as a C level executive and a serial entrepreneur, building companies and solutions for customer service and support. Mission driven and passionate, he believes in leading with purpose and building solutions that solve real world problems. As co-founder and CEO of Kustomer, Brad set out together with Jeremy Suriel and the Kustomer team to build something the world desperately needs: a modern, customer-centric platform for building applications while modernizing the customer support tool landscape.

Before founding Kustomer, Brad co-founded Assistly which was acquired by Salesforce and rebranded as; making it the Salesforce SaaS SMB support solution. Brad began his career by founding eShare Communications while in college. As Chief Technology Officer and Executive Vice President of Product Development at eShare Technologies, he took part in revolutionizing community chat and launching the first chat tool used for customer support.

“Creating close relationships with our customers take more than words — it requires leadership, action, and heart. We strive to always put the needs of our customers ahead of anything and everything else.”