![\"\"](\"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-content\/uploads\/2019\/05\/Brad-Birnhaum-1170x694.jpg\")
The company’s big differentiator is real-time, actionable views of customers, enabling continuous omnichannel conversations. This coupled with intelligence that automates repetitive, manual tasks.<\/p>\n\n\n\n
The company’s goal is to make personalized, efficient and effortless customer service a reality.<\/p>\n\n\n\n
About 15 years ago adding text chat to the call center became a thing. Interestingly – so many of the contact center solutions of today were invented before this time. Chat became a bolt-on to an existing platform. Likewise with other pieces of omnichannel.<\/p>\n\n\n\n
This is what is meant by reinventing customer service\/CRM. <\/p>\n\n\n\n
A few years earlier Marc Benioff invented CRM software as a service via Salesforce. At the time, his company rode the wave of what was called application service providers or ASPs which eventually became known as cloud.<\/p>\n\n\n\n
Kustomer wants to be the new Salesforce integrating the latest communications touchpoints, automation and digital transformation concepts.<\/p>\n\n\n\n
Brad explained the Kustomer platform has lots of integration points with the ability to tie in order commerce and ecommerce with modern support for omnichannel. <\/p>\n\n\n\n
“The idea is to treat customers like people, not tickets,” he exclaimed. “We allow agents to see the full context of a customer when supporting them. <\/p>\n\n\n\n
Content like Oracle, Salesforce and Zendesk conversations integrate into the platform.<\/p>\n\n\n\n
The company’s intelligent automation is another differentiator – Brad explained it can be used to find unhappy customers. This is done via construction of branchable multi-step workflows and business logic to automate platform actions and agent tasks. He said, “You can find customers who used to place on average three orders a month and haven\u2019t ordered in 90 days.<\/p>\n\n\n\n
“You can then nurture them in the way they want to be contacted.” he said.<\/p>\n\n\n\n
We spoke some weeks back and at the time they were working on SOC2 and HIPAA compliance as well as native Gmail support. <\/p>\n\n\n\n
Kustomer is on a roll… Growing by 500%, having raised $73.5 million and having Ring, Birkenstock and Untuckit as customers.<\/p>\n","protected":false},"excerpt":{"rendered":"
Kustomer calls itself a next-generation customer management platform for the people-first enterprise, in other words, the CRM for the future. “We are like Salesforce but 20 years newer and 20 years more modern,” exclaimed Brad Birnbaum, CEO and founder in a telephone interview. “Once a decade, every product needs to be reinvented.” The company’s big<\/p>\n","protected":false},"author":44,"featured_media":12076,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[215],"tags":[280,1720,1079,281,1879,1201,1878,1882,1833,1832,1877,709,1881,1883,1884],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/posts\/11988"}],"collection":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/users\/44"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/comments?post=11988"}],"version-history":[{"count":3,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/posts\/11988\/revisions"}],"predecessor-version":[{"id":11993,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/posts\/11988\/revisions\/11993"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/media\/12076"}],"wp:attachment":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/media?parent=11988"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/categories?post=11988"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/tags?post=11988"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}