What INGAGE does

INGAGE Inc. is a Japanese B2B SaaS company founded in 2014 and headquartered in Osaka, with a secondary office in Tokyo. The company develops and operates Re:lation, a multi-channel customer communication cloud platform that unifies email, phone, chat, LINE, Twitter/X, and other customer inquiry channels into a single timeline-based interface. The platform is targeted primarily at customer support departments, call centers, and e-commerce operators, and as of 2026 serves over 6,000 companies, processing approximately 1.4 million messages per day. The company remains privately held under founder-CEO Tetsuya Wada and reports between 11 and 50 employees.

The platform is built on cloud infrastructure (Ruby on Rails) with an extensive integration footprint that is heavily localized for the Japanese market. Native integrations include LINE (critical for Japanese consumer-facing businesses), specialized email routing for Japanese mobile carriers (au, docomo, SoftBank), and connections to major Japanese e-commerce backends (Rakuten, Amazon, Yahoo! Shopping), order management systems (Logiless, CROSS MALL, EC Force), CRM platforms, and CTI/telephony services (BIZTEL, CT-e1, GoodLine). AI-powered features are embedded throughout the platform: NLP-based template recommendation, a generative AI Email Agent for automated reply drafting, AI-powered FAQ search, and the Re:Chat chatbot. These capabilities are grounded in a proprietary ComAsset (Communication Asset) database that accumulates the customer's own communication history as a reusable knowledge asset. The product portfolio has expanded to include a mobile application (iOS/Android, 2025), an enterprise-focused Re:lation for Biz tier, and a co-developed FAQ Operations Support service with partner Highwares.

INGAGE operates a subscription-based revenue model with tiered monthly plans (Light, Standard, Premium, plus Re:lation for Biz for large organizations) and an optional external system integration add-on priced at 5,000 yen per month. A 20-day free trial supports a product-led growth motion, supplemented by direct enterprise sales, partner co-marketing webinars, and presence on the Rakuten RMS marketplace. The company has raised a total of 2.1 billion yen (~$14M) across multiple funding events, most recently a 400 million yen debt facility in January 2024 from Mitsubishi UFJ, Mizuho, and SMBC. It holds ISO 27001 certification and operates exclusively within Japan.

Name

INGAGE

Legal name

株式会社インゲージ (INGAGE Inc.)

Website

https://ingage.co.jp

Company type

Private

Founded year

2014

Operating status

Operating

Headcount range

11–50 employees

Short description

INGAGE is a Japanese B2B SaaS company that develops Re:lation, a multi-channel customer communication cloud platform unifying email, LINE, phone, chat, and social messaging for over 6,000 businesses, primarily customer support teams and e-commerce operators in Japan.

Ownership category

akta.pro rank

Product category

Customer Support Software

NAICS

Software Publishers (5132)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Enterprise Case Management & Request Fulfillment Platforms (HDAEALAJ)

akta.pro secondary industries

iPaaS (Cloud Integration Platforms) (HDAEAIAB), AI Integration & Orchestration Platforms (Connectors, Workflow, iPaaS for AI) (HDAEANAI)

Keywords

• Customer support software
• Multi-channel communication
• Cloud helpdesk platform
• AI email agent
• Contact center SaaS

Headquarters

HQ city

Tokyo

HQ country

Japan

HQ region

Asia

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Infrastructure, Marketing or Sales, Operations

Revenue model

1. Re:lation Subscription Services: Monthly or annual subscription-based SaaS pricing with multiple plan tiers (Light, Standard, Premium) offering different feature sets and user capacities. Additional optional features such as external system integration (月額5,000円) can be added. The company serves 6,000+ companies across various industries.
2. Professional Services: FAQ operational support services provided in partnership with Hioware, offering assessment, consulting, and ongoing support for FAQ and knowledge base optimization.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels7 records

Core offering

INGAGE develops and sells Re:lation, a cloud-based multi-channel customer support platform that consolidates email, phone, chat, LINE, Twitter and other inquiry channels into a single team-shared timeline with status tracking, task management, and external system integrations. The product is offered as a tiered subscription SaaS (Light, Standard, Premium, plus an enterprise Re:lation for Biz edition) with embedded AI features (template recommendation, AI email agent, AI FAQ search, Re:Chat chatbot) and is complemented by a professional FAQ operations support service delivered in partnership with Highwares.

Product overview

INGAGE offers a unified communication platform centered on Re:lation, a multi-channel customer support cloud service. The portfolio includes the core Re:lation platform for managing email, phone, chat, LINE, Twitter, and other customer channels in a single timeline; Re:Chat for AI-powered web chat and chatbots; integrated FAQ with AI search capabilities; ComAsset (Asset Database) for converting organizational communications into AI-ready knowledge assets; AI Email Agent for automated reply generation; and External System Integration for connecting CRM, e-commerce, and CTI platforms. Task and process management features are built directly into the platform. The company serves over 6,000 businesses across industries including e-commerce, manufacturing, and enterprise organizations.

Differentiator

Problem solved

Functional benefit

Brands

• Re:lation (リレーション): Multi-channel customer support cloud platform for managing email, phone, chat, LINE, Twitter inquiries with team collaboration features.
• ComAsset (コムアセット)
• Re:Chat (リチャット)

Products and services

• Re:lation (リレーション) Multi-channel customer communication cloud platform that centralizes email, phone, chat, LINE, Twitter and other inquiry channels into a single timeline interface for team-based support, with status tracking, duplicate prevention, approval workflows, AI-powered response assistance, FAQ management, and task/process management. Sold to B2B customers via tiered monthly/annual subscriptions.
• Re:Chat (リチャット) Web chat and AI chatbot product integrated within the Re:lation platform, providing 24/7 automated customer responses on websites and messaging platforms including LINE. Leverages the ComAsset database for contextually accurate answers.
• Re:lation for Biz Enterprise edition of Re:lation with enhanced security, administrative controls and scalability designed for large organizations with advanced compliance and management requirements.
• Re:lation Mobile App (iOS/Android) iOS and Android mobile application for Re:lation that enables customer support operations and ticket handling on mobile devices.
• FAQ Operations Support Service (成果が出るFAQ運用支援) Professional service delivered in partnership with Highwares to improve self-resolution rates through knowledge management, including FAQ operation diagnosis, contact reason analysis, FAQ content improvement, knowledge operational cycle establishment, and AI-ready knowledge infrastructure development.
• Re:lation Service Status Page

Quantifiable outcome

• 99.8% customer satisfaction (based on 2019 user survey)
• +5 more outcomes

Named customers7 records

Segments4 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration46 records

AI capability8 records

Feature11 records

Partnerships

14 partnerships are on record, tiered standard and core.

• HELP YOUstandardGTM or Marketing Partner · 9 July 2026Co-organized online seminar on July 9, 2026 titled 'AI Tools × Outsourcing: Reducing On-Site Work by 65%!' focusing on hybrid customer support strategies combining AI tools and outsourcing services. HELP YOU provides online outsourcing services while INGAGE contributes the Re:lation communication platform.
• ハイ웨어株式会社 (Highwares Co., Ltd.)coreStrategic or Co-development Partner · 1 June 2026Strategic partnership to jointly offer '成果が出るFAQ運用支援' (FAQ Operational Support) service combining INGAGE's Re:lation operational expertise with Highwares' FAQ Pro. specialized knowledge. Services include FAQ operation diagnosis, contact reason analysis, FAQ improvement support, knowledge operational improvement, and AI-ready knowledge infrastructure development.
• Immedio Inc.standardGTM or Marketing Partner · 22 April 2026Co-hosted free online webinar on April 22, 2026 addressing sales productivity challenges and eliminating dependency on individual salespeople in B2B sales organizations. Partner specializes in sales productivity solutions.
• LegalOn Technologies Inc.standardGTM or Marketing Partner · 22 April 2026Co-hosted free online webinar on April 22, 2026 addressing sales productivity and sales depersonalization challenges. LegalOn provides AI-powered legal review solutions for contract management.
• ACES Inc.standardGTM or Marketing Partner · 9 April 2026Co-hosted webinar archive on April 9, 2026 focusing on transforming individual sales skills into organizational capabilities through rapid lead contact, AI-powered insights, and customer relationship deepening.
• 株式会社网店支援室 (EStore Support)standardTechnology or IntegrationIntegration partnership for order/inventory management system 'アシスト店长' (Assist Tencho) and subscription e-commerce cart '乐乐Repeat' (Raku Raku Repeat) enabling seamless data flow between order management and customer communication platforms.
• 株式会社リンク (Link Corporation)standardTechnology or IntegrationIntegration with BIZTEL cloud telephony service enabling automatic display of customer inquiry history when receiving calls, with timeline-format history viewing including emails, Twitter, and phone records.
• 株式会社コムデザイン (Com Design)standardTechnology or IntegrationIntegration with CT-e1/SaaS cloud CTI service enabling automatic customer history display when calls are received based on phone number recognition, with timeline-style inquiry history access.
• 株式会社Good RelationsstandardTechnology or IntegrationIntegration with GoodLine cloud PBX service enabling automatic display of customer inquiry history when receiving calls, supporting LINE/Facebook messenger-style timeline viewing of all communication history.
• 株式会社コアフォース (Core Force)standardTechnology or IntegrationIntegration with LTV-lab CRM system for e-commerce businesses, enabling automatic customer information display and bidirectional timeline access for comprehensive customer view.
• 株式会社ロジレス (Logiless)standardTechnology or IntegrationIntegration with Logiless order/inventory/shipping management system enabling automatic customer information retrieval and bidirectional timeline access for order-related inquiries.
• 株式会社セカンドガレージ (Second Garage)standardTechnology or IntegrationIntegration with Fast for EC analytics tool enabling display of customer purchase history, frequency, and spending patterns to support data-driven customer service in e-commerce operations.
• 株式会社SUPER STUDIOstandardTechnology or IntegrationIntegration with EC Force subscription e-commerce platform enabling bidirectional customer information access and timeline viewing to support ROI-maximizing customer communications.
• 一般社団法人日本ビジネスメール協会 (Japan Business Mail Association)standardGTM or Marketing PartnerPartnership to embed 20 practical business email templates and provide discount coupons for business mail seminars to Re:lation subscribers, enhancing customer communication quality.

Scale indicators7 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Zendesk: Global help desk and customer service SaaS platform offering multi-channel ticketing, AI agents, and a marketplace of integrations — directly competes with Re:lation in the multi-channel customer communication category for SMB and mid-market customers, including in Japan.
• Intercom: Conversational customer support platform combining ticketing, live chat, and AI agents (Fin) — competes with Re:lation for teams adopting AI-first customer support workflows across chat, email, and social channels.
• Freshworks (Freshdesk): Customer service and IT service management SaaS suite; Freshdesk competes with Re:lation on multi-channel help desk ticketing, automations, and AI-assisted replies, with a comparable SMB/mid-market positioning.
• KARTE (by Plaid): Japan-based CX platform providing real-time customer data, messaging, and support — directly comparable to INGAGE as a domestic multi-channel customer communication and engagement platform.
• Help Scout: Customer support help desk SaaS focused on shared inbox, knowledge base (Docs), and AI assist (AI Answers) — comparable to Re:lation's email-centric, team-based support workflow with integrated self-service and AI features.
• Kustomer: CRM and customer service platform with a unified timeline view, AI agents, and omnichannel routing — competes head-to-head with Re:lation's timeline-based multi-channel communication design.
• Zoho Desk: Cloud-based help desk software with multi-channel ticketing, AI assistant (Zia), and integrations — competes with Re:lation in the SMB and mid-market help desk segment globally and in Japan.

Emerging players

• Helpfeel (Bain): Japan-based AI search and FAQ platform for customer self-service — directly comparable to INGAGE's FAQ AI Search and ComAsset-driven knowledge retrieval capabilities, particularly in the Japanese market.

Broad incumbents

• Salesforce Service Cloud: Enterprise-grade customer service platform within the Salesforce CRM ecosystem, offering case management, omnichannel routing, and Einstein AI — a broad incumbent that competes with Re:lation for enterprise CS opportunities (including Re:lation for Biz deals).
• Genesys: Large contact center and customer experience platform with cloud (Genesys Cloud CX), AI, and telephony — a broad incumbent that overlaps with Re:lation's CTI/telephony integration and customer communication use cases at enterprise scale.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/INGAGEjp
• YouTubeyoutube.com/@IngageJp/featured
• Facebookfacebook.com/ingagejp

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Funding overview

Funding rounds3 records

Investors7 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about INGAGE