Kustomer is an AI-native customer service CRM platform that combines ticketing, CRM, and automation in a single workspace. Instead of organizing work around tickets, Kustomer centers everything on the customer, presenting a unified timeline of every interaction, order and event across email, chat, voice, SMS, social, and more. This people-first approach lets service teams resolve issues faster while providing highly personalized, context-rich support.
Founded in 2015 by Brad Birnbaum and Jeremy Suriel, Kustomer grew quickly as a modern alternative to legacy help desks, raising over $170M in venture funding and winning digital-first brands such as Sweetgreen, Glossier, Turo and Quizlet. Meta announced a roughly $1B acquisition of Kustomer in 2020 and closed the deal in early 2022, integrating the company into its Business Messaging group. In 2023, Kustomer spun out of Meta as an independent company again, backed by Battery, Redpoint and Boldstart Ventures, followed by a $30M Series B led by Norwest in August 2025 to double down on its AI-native roadmap.
Today, Kustomer positions itself as a full-stack AI CX platform: AI Agents for Customers provide autonomous, human-like support across channels, while AI Agents for Reps act as copilots that draft responses, surface knowledge, and automate busywork for agents. Underneath, Kustomer’s flexible data model, workflows engine and integrations unify real-time data from ecommerce, CRM, order management, logistics and marketing tools into a single 360° customer profile and timeline.
With more than 600 customer-first brands using the platform, Kustomer competes primarily in the mid-market and enterprise customer support space, especially with ecommerce, retail, marketplaces, subscription services and other high-volume B2C or B2B2C organizations. Its differentiation lies in being built from the ground up as an AI-native, CRM-centric support platform rather than a legacy ticketing system with AI bolted on, giving CX leaders a single, extensible system of record and action for modern customer operations.
