RightTouch

RightTouch Inc. is a Japanese B2B SaaS company operating in the customer support (CS) market, estimated to be worth 3.1 trillion yen. The company was established in October 2021 as a spinoff from Plaid, Inc., the provider of the CX platform "KARTE". The co-founders and representative directors are Shuhei Nomura and Daito Nagasaki. Nomura, after graduating from Hokkaido University, gained experience at Works Applications, where he became the youngest manager for new client sales before launching a new business team for existing clients and participating in the US business launch. Nagasaki, a graduate of Kyoto University, worked at Industrial Growth Platform, Inc. (IGPI) before joining Plaid in 2019, where he was involved in customer success and business development for major corporations. The idea for RightTouch emerged when they identified significant needs and structural issues within the customer support departments of Plaid's clients.

The firm focuses on transforming corporate customer support from a reactive cost center to a proactive, value-generating function. It offers a suite of products built on a shared AI and real-time analytics foundation to enterprise clients in sectors like finance, telecommunications, manufacturing, and travel, including major corporations like SBI Securities, NTT Docomo, and Panasonic. The business model is based on providing these SaaS solutions to enhance productivity, customer experience (CX), and employee experience. The company's product lineup includes "RightSupport by KARTE," a web support platform that analyzes customer behavior to guide them to self-resolution channels, and "RightConnect by KARTE," which links web and call center operations to match customers with the best-suited operator. Further offerings include "RightVoicebot by KARTE," an autonomous AI voice bot, and "RightVoC by KARTE," which uses generative AI to analyze customer feedback from various channels. This multi-product or "compound" strategy aims to unify previously siloed customer data and workflows.

RightTouch's approach is designed to anticipate customer needs before an inquiry is made, a strategy they term "proactive support". The platform has demonstrated a significant impact, increasing customer self-resolution cases by approximately 15 times compared to 2023 and resolving around 30,000 issues daily as of early 2025. The company secured over 800 million yen in a Series A funding round in April 2025 from investors including Global Brain and GMO VenturePartners, bringing its total funding to 1.42 billion yen. This capital is intended to fuel the development of new products, enhance generative AI research and development, and expand its team across all functions.

Keywords: customer support SaaS, B2B SaaS, enterprise software, contact center optimization, customer experience platform, AI-powered support, self-service portals, generative AI, voice of customer, VoC analysis, chatbot, voicebot, customer behavior analytics, proactive support, RightSupport, RightConnect, Plaid Inc. spinoff, Shuhei Nomura, Daito Nagasaki, Tokyo startup, CX platform, knowledge management