Facebook announced that it is acquiring New York-based startup Kustomer in November, for a reported $1 billion.
Founded in 2015, Kustomer has built an omnichannel customer relationship management (CRM) platform, specifically focused on the contact center. Facebook is increasingly keen to connect customers of its Messenger, WhatsApp and Instagram services with businesses and is fully aware of the need for businesses to seamlessly talk to their customers across a broad variety of digital channels.
“Facebook plans to support Kustomer’s operations by providing the resources it needs to scale its business, improve and innovate its product offering, and delight its customers,” Dan Levy, Vice President of Ads and Business Products, and Matt Idema, COO, WhatsApp, wrote in a joint statement. “That way, more people will benefit from customer service that is faster, richer and available whenever and however they need it, whether it’s phone, email, web chat or messaging.”
SOURCE Computer World