Facebook has recently procured a startup, Kustomer, that specializes in customer-service platforms as well as chatbots for a whopping amount of $1 billion. In a private funding round, Kustomer was priced at $710 million. On Monday, Facebook told that Kustomer will possess the data that comes from the interactions held with the customers as it was doing earlier.
As said by Dan Levy, VP of Ads and Business Products, Facebook, sooner or later, will host Kustomer data on secure Facebook infrastructure and during the process Facebook will work as a service provider that too at the directions of business customers. Although Facebook will not use the Kustomer data to inform the business owners about the ads a person sees, businesses will get the option to use their data for personal marketing purposes and that may include separate advertising services on Facebook.
As said by Matt Idema, COO, WhatsApp, “Our goal with Kustomer is simple: to give businesses access to best-in-class tools that deliver excellent service and support,” As per the data, Every day 50 million businesses and 175 million people send messages to a WhatsApp Business account. Also, these numbers will keep growing as messaging offers a better customer experience and also invites sales for business.
Matt Idema said in a statement, “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,”
Kustomer is an Omni channel CRM platform and it will bring customer conversations from multiple channels collected into a single-screen view.
For more information you can visit the official FB News page- https://about.fb.com/news/2020/11/kustomer-to-join-facebook/