Facebook recently announced its acquisition of Kustomer, a CRM startup that allows for omnichannel customer interaction management. This news comes after a string of recently-announced API Updates for Facebook’s WhatsApp and Messenger services. These updates allow for greater integration of Facebook’s partnered tools centered on business management.
Kustomer gives its users the ability to bring multiple customer conversations from various channels together into a single-screen view. It also automates repetitive tasks so that users can prioritize the quality and time of their customer engagements. Given the modern need for customer relationship management across all the various platforms businesses and their clients use day to day, Facebook’s acquisition of Kustomer is a key opportunity for expansion.
Through this acquisition, Facebook plans to support Kustomer’s growth by providing the capability to expand its business, innovate its product offerings, and increase customer satisfaction. The goal is simple – bring more people a greater, more involved, and more streamlined customer service experience across phone, text, email, and webchat experiences. This way, people all across the world will be able to access the all-in-one accesibility of Kustomer in a broader, more expansive way with Facebook.
“As businesses adjust to an evolving digital environment, they’re seeking solutions that place people at the center, especially when it comes to communication.”, says Dan Levy, VP of Ads and Business Products at Facebook. “Any business knows that when the phone rings, they need to answer it. Increasingly, texts and messages have become just as important as that phone call — and businesses need to adapt. […] We’re excited about what the future holds with Kustomer, and we hope to welcome co-founders Brad Birnbaum and Jeremy Suriel and the rest of the Kustomer team to Facebook soon.”
Learn more about Kustomer.