Kustomer, the innovative AI-powered customer service platform known for personalizing every interaction through connected, efficient and proactive customer service, announces its continued progress and innovation in redefining the customer experience landscape in 2024. Through product development, strategic hires, significant customer wins and industry recognition, Kustomer’s growth in the first half of the year has paved the way for an accelerated integration of human expertise and cutting edge AI technology to transform the customer service industry.
Kustomer’s business priorities have been driven by its mission to create exceptional customer experiences and its vision to enhance customer satisfaction through smarter, more efficient services. Since January 2024, the company has made impressive strides toward this goal, significantly expanding its suite of AI-powered products, with the notable enhancement of Kustomer IQ (KIQ) Customer Assist and introduction of KIQ Agent Assist. These tools empower organizations to automate manual processes and deliver personalized experiences. Kustomer’s platform seamlessly integrates human and AI workflows, ensuring that agents continue to play a crucial role in delivering exceptional service while continuing to serve the needs of modern brands and their customers.
“From the beginning, we’ve focused on enhancing the customer experience through the perfect blend of human touch and cutting-edge AI technology,” said Brad Birnbaum, CEO and co-founder, Kustomer. “As expectations for a stellar and highly personalized customer experience intensify, we are confident that the momentum we’ve generated so far this year and the innovative additions we’ve made to our platform have positioned us for even greater success and impact in the coming months, enhancing our ability to anticipate and address the customer story before it even unfolds.”
New Chief Customer Officer To Help Ensure Customer Needs Are Met At Every Step
Customer success at every touchpoint of the customer journey, starting with the very first moment a customer interacts with a brand, remains one of Kustomer’s North Stars. To help bolster the company’s mission to create effortless, exceptional customer experiences for all, Lauren Gold recently joined Kustomer as Chief Customer Officer, bringing extensive experience from her previous role at Yext.
“We are delighted to have Lauren join our team, bringing a passion and enthusiasm for customer success that will help us continue to deliver a seamless experience grounded in customer data and insights,” added Birnbaum. “Lauren’s proven track record, collaborative mindset and strategic approach to wowing customers will help us continue to keep our finger on the pulse of what today’s clients need.”
Key Milestones Set Kustomer Up for Strong Second Half of 2024
Kustomer has celebrated a number of important achievements this year, solidifying its position as a superior provider of efficient and personalized customer service. Leveraging the latest advances in generative AI, Kustomer supercharged its platform with two notable additions: Kustomer IQ (KIQ) Customer Assist, an AI-powered self-service bot, and KIQ Agent Assist, a suite of AI tools. To date, KIQ Customer Assist has successfully resolved 45% of customer inquiries before they reach a live agent and KIQ Agent Assist has enhanced agent efficiency by 65%. Additional notable wins include:
- Business Growth: Understanding that customer-obsessed companies have to support customers on their terms, relying on a strong foundation of customer data and context, Kustomer has expanded into new verticals such as health and wellness, partnering with Pendulum Therapeutics, Inc., and into new regions like Malaysia with Ouch! Insurance. To continue innovating at the highest level, the company has doubled its workforce since May 2023, with 36% of employees in R&D.
- Platform Performance: To date, Kustomer has serviced more than 2 billion customers on its platform, equivalent to a quarter of the world’s population. In fact, Kustomer’s platform now handles more than 100 million knowledge objects monthly, ensuring contextually relevant data is consistently available to help brands deliver the exceptional experiences customers demand.
- Partner Expansion: Kustomer has broadened its go-to-market strategy by partnering with Technology Systems Distributors (TSD), including Sandler Partners, Telarus, CX Effect and Avant. These partnerships have helped Kustomer scale its business and expand into new markets. In addition, new technology partners such as Loop Returns, Hark and Shipped AI have built integrations with Kustomer, enhancing its App Marketplace.
- Industry Recognition: Kustomer has been recognized as a finalist for the 2024 SaaS Awards and won the Bronze Stevie® Award for Innovation in Customer Service. Additionally, Kustomer has been named a G2 Leader for Mid-Market Help Desk Software.
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