SupportNinja, a provider of outsourced customer experience and business services, has acquired Aventus, a specialist in ecommerce customer support and technology operations. The acquisition expands SupportNinja’s capabilities in AI-powered customer experience management and establishes a new offering under the Aventus by SupportNinja brand.
The transaction combines Aventus’ ecommerce expertise with SupportNinja’s proprietary NinjaAI technology, global service delivery capabilities, and human-in-the-loop AI operations.
The expanded platform is designed to help online retailers automate routine customer interactions while maintaining human involvement in more complex activities.
Aventus has supported more than 100 ecommerce brands and brings expertise in technology platforms including Shopify, Gorgias, Kustomer, Redo, and Zendesk.
These systems are widely used to manage online storefronts, customer service interactions, and related commerce workflows.
SupportNinja intends to integrate Aventus’ knowledge of ecommerce operations with its AI and customer experience services.
The company believes online brands can benefit from using AI to handle repetitive inquiries while allowing customer service professionals to focus on interactions involving sales, customer retention, and problem resolution.
The acquisition introduces two AI-native service offerings designed for ecommerce businesses.
Aventus Managed AI Operations focuses on managing and improving AI capabilities within existing Gorgias or Zendesk environments.
This service is designed for companies seeking to increase their use of automation without replacing their current customer service platforms.
Aventus Managed CX Stack offers a broader managed service covering technology selection, implementation, AI systems, human agents, and ongoing operational optimization.
Both offerings incorporate human oversight to monitor AI performance, address exceptions, and improve service quality.
The approach is intended to combine the efficiency of automation with the judgment required for complicated customer interactions.
Customer experience operations can also generate information useful for broader business decisions.
SupportNinja plans to use insights from customer interactions to help brands improve product offerings, merchandising, marketing, and retention strategies.
The acquisition builds on SupportNinja’s existing AI transformation services.
Its MomentumLabs practice combines NinjaAI technology, human oversight, strategic consulting, and implementation services.
The business works with clients to evaluate existing operations and introduce AI-enabled workflows.
For Aventus, joining SupportNinja provides access to additional technology resources and a larger international service organization.
The acquired business will continue using its ecommerce specialization while expanding its ability to support customers with increasingly complex requirements.
The announcement comes ahead of the holiday shopping season, when ecommerce brands often experience higher customer service volumes.
SupportNinja believes automation and flexible service operations can help businesses manage fluctuations in demand.
The acquisition also positions the combined organization to support customers planning their technology and service strategies for 2027.
By integrating Aventus’ ecommerce expertise with its broader AI and outsourcing platform, SupportNinja intends to expand its presence among online retailers and direct-to-consumer brands.
KEY QUOTES:
“AI is fundamentally changing what ecommerce brands should expect from their CX operations. Brands can automate transactional work, apply human expertise where it creates the most value, and turn customer interactions into insights that drive growth. Joining Aventus and SupportNinja allows us to deliver on that vision at scale.”
Craig Crisler, CEO Of SupportNinja
“Our focus has always been helping ecommerce brands build stronger customer relationships and turn great service into business growth. With SupportNinja’s technology, HITL approach, and global resources, we can help more brands scale their CX operations while keeping the human expertise and ecommerce knowledge that make their customer experiences stand out.”
Kelly Stacey, COO Of Aventus
