Kongratulations to Brad Birnbaum and Jeremy Suriel and the entire team at Kustomer on their acquisition by Meta!
This is a company we’ve been bullish on since we first met with Brad and Jeremy in 2016 when we led their Series A, and we continued to support the company in subsequent rounds to become their largest shareholder.
From those initial meetings, we’ve been excited about Kustomer’s ambitions to reimagine customer service for a new generation of businesses and consumers. Kustomer’s omnichannel CRM platform provides a unified picture of the customer in a single view, more effectively managing conversations across channels so companies can respond to inquiries and deliver a modern customer experience that consumers love. While most customers used to prefer phones as the primary means to communicate with companies, they now look to interact via other methods, including text, email, chatbots and messaging. (Of note, Meta recently reported that more than 1 billion people connect with business accounts across its messaging services each week.) That trend is only growing and the diversity of communication channels is only increasing.
Meta liked what they saw in Kustomer. We’re excited for Meta’s plans to make Kustomer’s products a key component of their e-commerce and messaging strategy. They intend to provide resources to scale the business, continue to innovate the product offering, and delight customers across industries. The companies have very complementary capabilities, and as part of the Meta family, Kustomer will see more companies and people benefit from customer service that is faster, richer and available whenever and however they need it. As Meta put it in the blog announcing the deal, “We want businesses of all sizes and across all industries to discover the value of messaging – and having a vibrant partner ecosystem is critical in providing our customers with choices.”
While the company is relatively young, Kustomer intimately understood this market from the beginning, which has enabled them to build the business so quickly. We’re humbled and fortunate to have been their partner from the early days and are excited for what the future holds as part of Meta. Congrats to Brad, Jeremy and the entire Kustomer team!