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What is Kustomer?
AI-native CRM and customer service platform for B2C brands. Unifies omnichannel conversations (email, chat, SMS, voice, social) around a per-customer timeline instead of tickets. Combines customer data, agent tools, and AI automation in one platform. Used by 600+ companies including Skims, Turo, Sweetgreen, and Everlane.
Kustomer news
Kustomer spun out as independent company after Meta acquisition
Kustomer became independent again after Meta owned it since February 2022. Founded 2015 by Brad Birnbaum and Jeremy Suriel.
AI products rebranded: Concierge, Envoy, Architect, Data Explorer
Previously sold as Kustomer IQ, AI capabilities now presented as four distinct products aligned to customer journeys and teams.
Key features
Concierge
Customer-facing AI agent that resolves complex requests across all channels using full customer context. Priced at $0.60 per engaged conversation.
Envoy
AI copilot for human support reps providing real-time context, intelligence, and answer suggestions. Priced at $40 per user per month.
Architect
No-code builder for deploying and tuning AI customer service agents and workflows.
Data Explorer
AI-powered analytics that answers questions about your CX data with visuals and recommendations.
Customer Service CRM
Unified timeline showing all customer interactions, orders, returns, and account events chronologically across all channels.
Omnichannel Messaging
Integrates chat, email, SMS, voice, Slack, Facebook Messenger, Instagram, WhatsApp, TikTok Shop, and online forms.
Conversation Intelligence
Classifies, scores, and extracts information from every conversation automatically.
AI QA
Scores every conversation against custom rubrics and quality standards.
Custom Objects (KObjects)
Model business-specific data like orders, shipments, subscriptions, policies, and claims as structured objects tied to customers.
Workflows & Automation
200 custom workflows with conditional logic, business rules, webhooks, and actions (tag, assign, route, create records, call APIs).
Command Center
Real-time manager dashboard showing agent workload, queue health, and ability to reassign agents between queues.
Kustomer pricing
Kustomer does not publish one-size-fits-all pricing. Base platform pricing requires a custom quote. Two-minute ROI assessment available with no credit card. Annual contracts required. Enterprise tier typically $89/user/month; Ultimate tier $139/user/month (dated third-party data; verify with sales).
| Plan | Price | What's included |
|---|---|---|
| Enterprise | Contact sales | CRM-first unified timeline, omnichannel (25-50 social accounts), 100 workflows, 25 brands, 1,000 RPM API limit, base data storage |
| Ultimate | Contact sales | All Enterprise features plus 200 workflows, 300 brands, all languages, 2,000 RPM API limit, Command Center, advanced reporting, SAML/SCIM included |
| Concierge AI Add-on | $0.60 per engaged conversation | Customer-facing AI agent for handling customer requests |
| Envoy AI Copilot Add-on | $40 per user per month | Agent-side AI copilot for drafting replies and surfacing answers |
| Voice & Messaging | Pay-as-you-go | Voice starting $0.02/min, WhatsApp (Meta fee + 20% markup), SMS $0.025/message |
| Data Storage Overage | $50 per GB per month | Additional data storage beyond base allocation |
Pros & cons
Pros
- + Timeline-first design eliminates context-switching between tickets and channels for agents
- + Strong AI capabilities built-in (Concierge, Envoy) with no separate tool integration needed
- + Custom objects let you model business-specific data, not just support tickets
- + Omnichannel infrastructure handles chat, voice, email, SMS, social in one platform
- + Proven at scale with 600+ customers and strong retention in mid-market/enterprise
- + No-code workflow builder accessible to non-technical teams
- + Conversation intelligence and quality scoring automated
- + HIPAA-eligible and SOC 2/ISO 27001 certified for regulated industries
Cons
- − No published pricing; sales-led process required for quotes and annual commitments
- − High entry cost and minimum seat requirements make it inaccessible for small teams
- − Pricing complexity: base platform + AI add-ons + storage overages + channel fees
- − Implementation can require statement of work and additional fees
- − Setup and configuration heavy for realizing full value (not self-serve)
- − Newer independent status (since May 2023) after Meta ownership
- − AI automation rates (e.g., 70% auto-response claims) are best-case and depend heavily on data quality and configuration
Who is Kustomer best for?
- • Mid-market and enterprise B2C brands (ecommerce, retail, travel, food/beverage)
- • High-volume customer support teams (1000+ conversations/month)
- • Brands with complex customer data and order fulfillment workflows
- • Teams that need omnichannel support (social + messaging + voice + email)
- • Organizations where conversation quality and compliance (HIPAA, SOC 2) matter
