Facebook acquires Kustomer to boost customer service integrations

Anne Freer | December 3, 2020

App Deals

Facebook has acquired Kustomer, a start-up that provides a technology for businesses to manage interactions with customers across multiple channels.

The terms of the deal have not been disclosed but it is valued at an estimated $1 billion.

The Kustomer platform gives businesses access to technology that aggregates consumer messages from across various platforms.

In this way, customer service agents can automate certain tasks to improve efficiency.

Facebook said that as part of the deal it plans to support the company’s operations and scale and improve its offering. The ultimate goal is to improve customer service.

Around 175 million WhatsApp customers make contact with businesses on the app every day, a figure that’s likely to grow given a greater shift toward mobile and digital technologies as a result of COVID-19 lockdowns.

Facebook also confirmed that it had updated its WhatsApp and Messenger to integrate partner tools and help with on boarding.

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