Facebook announces to acquire Kustomer, a CRM solution provider, in an undisclosed deal. However, according to various sources, the deal is a little over $1 billion. Kustomer is an omnichannel CRM tool that brings all the interaction from different sources on its platform to enable organizations to interact with customers effortlessly.
Post the closing of the transaction Brad Birnbaum and Jeremy Suriel, co-founders of Kustomer, and the rest of the team will join Facebook. Started in 2015, the New York-based Kustomer has quickly gained traction among organizations that are providing superior customer experience with chatbots, in-house forums, and social platforms.
The adoption of chatbots due to the pandemic has increased rapidly to automate customer service and support. Organizations can process such data and target users with ads, improve services, and more. With the acquisition of Kustomer, Facebook will try to streamline customer service management by integrating CRM with Facebook products. While the data will not be automatically used from Kustomer for Facebook Ads, organizations will be able to use it for their own marketing campaigns.
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Over 175 million people use WhatsApp to interact with organizations for several queries and services. Facebook sees this as a massive opportunity for them to further enhance the offerings and empower organizations to harness the power of unstructured data from web chat, email, and messaging.
“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,” wrote Dan Levy, VP of Ads and Business Products, and Matt Idema, COO of WhatsApp.