{"id":14168,"date":"2023-03-07T14:32:16","date_gmt":"2023-03-07T19:32:16","guid":{"rendered":"https:\/\/batteryvc2.wpengine.com\/?p=14168"},"modified":"2024-11-01T13:06:07","modified_gmt":"2024-11-01T17:06:07","slug":"kustomer-case-study","status":"publish","type":"post","link":"https:\/\/www.battery.com\/blog\/kustomer-case-study\/","title":{"rendered":"Kustomer, customer service software"},"content":{"rendered":"

Kustomer sells customer-service software to businesses so they can communicate with consumers by phone, email, text messages, WhatsApp, Instagram and other channels.\u00a0<\/strong><\/em><\/h4>\n

Background: <\/strong><\/p>\n

Customer-service software has long been a massive part of the cloud TAM \u2013 Salesforce\u2019s Service Cloud is actually larger than the company\u2019s Sales Cloud\u2013but despite the seeming maturity of the segment, shifting consumer expectations have transformed the category and created space for disruptive, new market entrants.<\/p>\n

Battery originally invested in Kustomer in January 2019. What immediately struck us about Kustomer was the deep domain knowledge of the founders Brad Birnbaum and Jeremy Suriel, who together had been building customer experience and customer service software companies for more than 20 years. We felt\u00a0 they had extensive knowledge of the industry and clarity in their founding vision: That most customer-experience (CX) platforms are fundamentally architected the wrong way. Namely, their core objective is to handle and clear service \u201ctickets.\u201d Kustomer, as the name suggests, fundamentally architects not around the ticket but around the \u201ccustomer.\u201d All cases, messages, and other forms of data tie back to that person. This approach allows Kustomer, in our view, to deliver a fundamentally different service experience.<\/p>\n

The Battery Impact:<\/strong><\/p>\n