Kustomer is a customer service platform whose key differentiator is the way in which it structures its data. Kustomer structures its data differently than most competitors like Gorgias and Zendesk. The key difference is that Kustomer is centered around the customer whereas most competitors are centered around the ticket. Kustomer will unify all tickets created by a customer into a single view. Kustomer has a mix of tech and eCommerce clients. One advantage primarily used by tech clients is the ease of pulling in third-party data to the platform through ‘Klasses’. It was acquired by Meta (Facebook) in February of 2022 and then divested in May of 2023. The product itself has improved massively but still lags our recommended tool Gorgias from an ease of use perspective and doesn’t allow ad commenting.
Read our full guide on: Customer Support Platforms 🙏
Best for: Small ($1-10M), Medium ($10-50M revenue), and Enterprise ($50M+) size companies.
Kustomer is a customer service platform used by companies to manage customer interactions across multiple channels which centers its data around the customer as opposed to the support ticket.
Kustomer was founded by Brad Birnbaum and Jeremy Suriel, two Stony Brook University alumni who previously founded and sold several successful enterprise companies together including eShare and Assistly. After leaving Salesforce following its acquisition of their company Assistly, Birnbaum and Suriel founded Kustomer in 2015 to reinvent CRM from the customer's perspective. Kustomer developed AI-powered software to aggregate fragmented customer data into unified customer profiles to enable personalized, efficient customer service across channels. In November 2020, Facebook announced the acquisition of Kustomer for $1 billion to integrate its customer service capabilities into Facebook's messaging platforms like WhatsApp. The deal didn’t close until February of 2022. Facebook then divested of the company in May of 2023.
Kustomer pricing is very straightforward. Their pricing is based on the number of users you have. They have two pricing plans: Enterprise and Ultimate. The Enterprise plan costs $89 per user per month and includes all the basics you need for customer support including multi-channel support and satisfaction measurement and reporting. The Ultimate plan costs $139 per user per month and includes everything in the Enterprise plan in addition to real-time user supervision, sandbox access, and enhanced routing. Kustomer does not offer month to month pricing and all customers must sign up for an annual plan.
What is Kustomer used for?
Kustomer is a customer service software platform used by companies to manage customer interactions across multiple channels.
Is Kustomer owned by Meta?
No. Meta (Facebook) acquired Kustomer in February of 2022, but then divested the company in May of 2023.
What companies use Kustomer?
Kustomer is used by a mix of tech and eCommerce companies. Kustomer customers include Lululemon, Skims, Priceline, American Express, Turo, Sweetgreen, Untuckit, and Feastables.
Is Kustomer HIPAA compliant?
Yes, Kustomer is HIPAA compliant.
Is Kustomer SOC II compliant?
Yes, Kustomer is SOC II certified.
Is Kustomer ISO certified?
Yes, Kustomer is certified to ISO 27001.
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