#contactcenterworld, @kustomer, @facebook
Menlo Park, CA, USA, Dec, 2020 -- Facebook has reached an agreement to acquire Kustomer, a CRM that enables businesses to manage all customer interactions across channels. Our goal with Kustomer is simple: to give businesses access to tools that deliver excellent service and support.
As businesses adjust to an evolving digital environment, they’re seeking solutions that place people at the center, especially when it comes to communication. 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’ve witnessed this shift firsthand as every day people contact businesses via WhatsApp. This number is growing because messaging provides a better overall customer experience and drives sales for businesses. To that end, we recently announced several API updates for WhatsApp and Messenger, allowing for further integration into our partners’ tools and faster onboarding to help businesses manage their communications with customers.
That’s where Kustomer comes in.
Kustomer is an omnichannel CRM platform that brings customer conversations from various channels together into a single-screen view. Facebook plans to support Kustomer’s operations by providing the resources it needs to scale its business, improve its product offering, and delight its customers. 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.
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.
Closing Conditions: This transaction will be subject to customary closing conditions and regulatory approval. Financial terms of the deal were not disclosed.
Kustomer businesses will continue to own the data that comes from interactions with their customers. Facebook eventually expects to host Kustomer data on secure Facebook infrastructure. In doing so, Facebook will act as a service provider at the instruction of business customers. While Facebook will not automatically use Kustomer data to inform the ads that a user sees, businesses will have the option to use their data at Kustomer for their own marketing purposes, which may include separate advertising services on Facebook.
Posted by Veronica Silva Cusi, news correspondent
Kustomer is the customer service CRM platform empowering businesses to succeed in today’s customer-first world. Kustomer’s comprehensive solution provides a single view of the customer journey, seamless omnichannel communications, and the ability to automate complex business processes and knowledge management. The company is powering satisfaction and loyalty for people-first brands. Founded by the team that built Assistly, which was sold to Salesforce and became Desk.com, the company is backed by Canaan Partners, Boldstart Ventures, Social Leverage and BoxGroup.
Facebook is an online social networking service. Its name comes from the colloquial name for the book given to students at the start of the academic year by some American university administrations to help students get to know one another.
Published: Thursday, December 3, 2020
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