Facebook Inc a acquis Kustomer Inc, a New York-based software company that helps businesses manage customer conversations from multiple departments on a single dashboard

Social media giant hits deal to boost messaging business monetization efforts, which expands to include customer service products that help businesses interact with people through chat apps, such as WhatsApp and Messenger

“Any business knows that when the phone rings, she has to answer more and more. Text and messages are no less important than that phone call – and companies must adapt”, Facebook executives wrote in a blog post that Kustomer also offers automated tools So, companies can handle customer orders more easily with robots

Facebook has made customer service a central part of its business strategy on WhatsApp, the world's most popular courier that has signed deals with trade-related companies in India and Indonesia, and is working on the payment functionality to launch in major markets like Brazil. The hope is that businesses will one day use WhatsApp as a location. Physical electronics, allowing customers to browse their product catalogs, make purchases and interact directly with businesses for customer service needs, all in the application

WhatsApp is currently making money by charging large companies to send messages to customers on the app rather than by email. Some customer service platforms, such as Kustomer, use the WhatsApp program to allow businesses to manage these interactions on a single interface. Facebook executives have ​​stated that Kustomer Business will continue to operate as usual while the procurement process goes through organizational review

It is not clear whether regulators will oppose the deal or not Facebook is already subject to antitrust scrutiny for its previous acquisitions, including his purchase of WhatsApp in 2014. Rival customer service companies will still be able to offer WhatsApp messages to businesses despite Facebook. He will now have one of the same tools, according to Matt Idema, WhatsApp COO

“It’s a lot of space”, Idema said, “This adds a tool to a specific sector, but we want to continue to empower the entire market.” Customer, which has more than 200 employees, works best with businesses that need 20 at 100 customer service agents, he added. Edema

Facebook did not disclose the terms of the acquisition, but the Wall Street Journal reported on Monday that the deal could value private customer Kustomer at over $ 1 billion.

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News – THAT – Facebook acquires customer service software maker Kustomer

Source: https://financialpost.com/technology/facebook-buys-customer-service-software-maker-kustomer

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