Facebook Buys Online Customer Service Startup Kustomer

Facebook on Monday announced it is buying a startup specializing in helping businesses interact with customers online.

The acquisition of five-year-old Kustomer comes as the leading social network continues to weave e-commerce into offerings, particularly its WhatsApp and Messenger messaging services.

More than 175 million people contact businesses via WhatsApp daily, and the number is growing, according to WhatsApp chief operating officer Matt Idema and Facebook vice president of business products Dan Levy.

“With our complementary capabilities, we will be able to help more people benefit from customer service that is faster, richer and available whenever and however they need it — via phone, email, text, web chat or messaging,” Kustomer chief executive Brad Birnbaum said of uniting with Facebook.

“In particular, we look forward to enhancing the messaging experience which is one of the fastest growing ways for people and businesses to engage.”

The acquisition of five-year-old Kustomer comes as Facebook continues to weave e-commerce into offerings, particularly its WhatsApp and Messenger messaging services The acquisition of five-year-old Kustomer comes

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Facebook Buys Customer-Service Software Maker Kustomer

(Bloomberg) — Facebook Inc. has acquired Kustomer Inc., a New York-based software company that helps businesses manage customer conversations from multiple services on one dashboard.



a wooden cutting board: The logo for Facebook is displayed on a smartphone in an arranged photograph taken in Little Falls, New Jersey, U.S., on Wednesday, Oct. 7, 2020. Facebook Inc. is tightening its rules on content concerning the U.S. presidential election next month, including instituting a temporary ban on political ads when voting ends, as it braces for a contentious night that may not end with a definitive winner.


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The logo for Facebook is displayed on a smartphone in an arranged photograph taken in Little Falls, New Jersey, U.S., on Wednesday, Oct. 7, 2020. Facebook Inc. is tightening its rules on content concerning the U.S. presidential election next month, including instituting a temporary ban on political ads when voting ends, as it braces for a contentious night that may not end with a definitive winner.

The deal was valued at more than $1 billion, said a person familiar with the deal who asked not to be identified because the terms were private.

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The social media giant made the deal to bolster efforts to monetize its messaging business, which is expanding to include customer-service products that help companies interact with people

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Facebook to buy customer service startup Kustomer

FILE PHOTO: The Facebook logo is displayed on a mobile phone in this picture illustration taken December 2, 2019. REUTERS/Johanna Geron/Illustration

(Reuters) – Facebook Inc said on Monday it would buy customer service startup Kustomer, as the world’s largest social network adds tools to attract more sellers to its platforms.

Kustomer allows businesses to aggregate customer conversations from multiple channels into a single-screen, and also to automate some of the responses to prospective buyers. The New York-based firm already has its services integrated on Facebook Messenger and Instagram.

The deal will also enable Facebook to scale up its WhatsApp Business service, as more companies flock to the instant messaging app to answer customer queries during the COVID-19 pandemic.

Financial details of the deal were not disclosed.

The Wall Street Journal, which first reported about a likely acquisition, said the transaction valued Kustomer at $1 billion.

Facebook has doubled down on

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Facebook Confirms To Buy Kustomer For $1 Billion

Facebook has reached an agreement to acquire Kustomer, a top-rated CRM that enables businesses to effectively manage all customer interactions across channels. With this acquisition, Facebook wants to give businesses access to best-in-class tools that deliver excellent service and support. The deal was valued at a little more than $1 billion.

Facebook has made customer service a central part of its business strategy on WhatsApp, the world’s most popular messaging service, and the platform also has many commerce related integrations such as rolling out payment services in India recently, and this means more customer support service interactions. “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, more than 175 million people contact businesses via WhatsApp. This number is growing

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Facebook Nears $1B Purchase of Chatbot Company Kustomer

Facebook (FB) – Get Report is close to sealing a deal to buy Kustomer, a startup specializing n chatbots and customer-service platforms, for more than $1 billion, according to media reports.

The deal could be completed Monday, people familiar with the matter told The Wall Street Journal.

New York-based Kustomer is already working with Facebook to help companies respond to customer inquiries that come through Facebook Messenger. Kustomer began integrating with Facebook’s Instagram messaging in October.

The deal could push forward Facebook Chief Executive Mark Zuckerberg’s plan to promote “social commerce” on the social-media platform, according to the Journal. 

In efforts to further this plan, the Menlo Park, Calif., social media giant launched Facebook shops in May, enabling companies to create online stores through Facebook and Instagram.

Facebook and Google May Face 4 New Antitrust Lawsuits

The purchase of Kustomer would be one of more than 100 Facebook

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