Kustomer

Kustomer, now part of Meta, is an omnichannel CRM and customer service platform renowned for its unified, timeline-based view of every customer interaction. Its AI capabilities, Kustomer IQ, are built to leverage this single source of truth. The AI automates workflows, suggests knowledge base articles, and powers smart replies for agents, all with the full context of the customer's journey across email, chat, social, and phone. This is particularly powerful for retail and e-commerce, where a support query might relate to an order, a return, and a marketing email simultaneously. Kustomer's AI helps automate repetitive tasks like order lookups and return status updates, and its routing can prioritize customers based on lifetime value or issue urgency. The platform is designed for high-volume, relationship-centric businesses that need to manage complex customer histories efficiently and personalize service at scale. Its integration with Meta's messaging platforms (WhatsApp, Instagram, Messenger) is a significant advantage.