Facebook has announced the acquisition of Kustomer, a CRM solution that lets businesses manage customer interactions across all channels.
With messaging becoming more and more important these days, Facebook is looking to give businesses the tools to stay connected with customers and provide great customer service and support.
Two recently-announced API updates on WhatsApp and Messenger will allow further integration with third-party tools, letting businesses get more out of both platforms. Further to that end, Facebook is expanding its technology around customer service messaging solutions with the acquisition of Kustomer – a CRM that lets businesses effectively manage all their customer interactions across channels.
Related | Facebook News Coming To UK In January 2021
Described as an “omnichannel CRM platform,” Kustomer brings together different customer conversations from various channels, giving businesses a single-screen experience. Apart from this, it lets businesses “automate repetitive tasks,” giving customer service agents more time to interact with customers.
As part of the deal, Facebook will support Kustomer’s operations, providing resources to “scale its business, improve and innovate its product offering, and delight its customers.” The ultimate goal is to let more people benefit from faster and richer customer service experiences.
Facebook says that Kustomer is only one of the available solutions in this area and that it will “continue to support” the other options as well – to make sure that “businesses of all sizes and across all industries […] discover the value of messaging.” Facebook says the availability of a “vibrant partner ecosystem” is important, as it provides more choices for businesses.
Businesses using Kustomer will continue to own the data from interactions with their customers, but that Facebook should eventually host Kustomer data on its own secure infrastructure.
When that happens, Facebook will act as a service provider at the instruction of business customers. Finally, the company says it won’t “automatically use Kustomer data to inform the ads that a user sees”; instead, businesses will be able to use their data at Kustomer for their own marketing purposes.
The acquisition deal’s financial terms were not disclosed, but multiple sources quoted it as being $1 billion.
You might also like
More from Facebook
The Oculus Quest Platform Now Supports Premium Content Subscriptions
As VR content expands beyond gaming, Facebook is bringing support for subscriptions on the Oculus Quest platform.
Facebook Sparked Is A New Type Of Speed Dating App
Facebook Sparked, a video speed dating app, is being tested as part of Facebook NPE team's exploration of the future …
Facebook Brings Zoom Meetings To Portal TV
After adding support on Portal Mini, Portal, and Portal+ Facebook is now adding Zoom and GoToMeeting to Portal TV as …
It Cost Facebook $23 Million To Keep CEO Mark Zuckerberg Safe In 2020
Facebook has spent more than $23 million to guarantee Mark Zuckerberg's security in 2020, as revealed by a SEC filing …
Facebook NPE Team Introduces Hotline, A New Competitor For Clubhouse
Facebook Hotline is a slightly different take on Clubhouse that puts more power in the hands of attendees who can …
Facebook Is Testing QR Codes For Peer-To-Peer Payments In The US
In the US, Facebook has begun testing Venmo-like QR codes to facilitate peer-to-peer payments using its app.
Introducing Facebook Dynamic Ads For Streaming
Facebook has announced Dynamic Ads for Streaming - a new ad solution that will help streaming brands highlight their content …
Facebook Data Breach: Did They Get Your Data?
The latest Facebook data breach concerned over 533 million users. We help you check if your personal data was compromised.