Kustomer

Leading customer service CRM platform focused on omnichannel support and AI-powered automation

Kustomer is a customer service CRM platform that provides businesses with a unified view of customer interactions across multiple channels including email, chat, phone, SMS, and social media. The platform uses AI and automation to help support teams deliver more personalized and efficient customer service by organizing data around customers rather than tickets. Founded in 2015, Kustomer serves mid-market and enterprise companies across various industries including e-commerce, retail, and travel. In February 2021, Kustomer was acquired by Meta (formerly Facebook) for a reported $1 billion, with the intention of integrating its technology into Meta's business messaging products. However, in May 2023, Meta sold Kustomer back to its original investors and management team, allowing the company to continue operating as an independent entity. The platform continues to serve businesses looking to modernize their customer service operations with AI-powered tools and omnichannel support capabilities. Kustomer operates as a standalone SaaS company focused on customer service technology rather than traditional advertising technology. While it enables businesses to improve customer engagement and retention, it is primarily positioned in the customer experience and CRM space rather than the AdTech ecosystem.