Facebook has announced it had reached an agreement to acquire Kustomer, a CRM that enables businesses to effectively manage all customer interactions across channels.
Kustomer is an omnichannel CRM platform that brings customer conversations from various channels together into a single-screen view. It helps businesses automate repetitive tasks so their agents can maximize the time and quality of interactions with customers.
Facebook said it planned to support Kustomer’s operations by providing the resources it needed to scale its business, improve & innovate its product offering. That way, more people would benefit from customer service that was faster, richer & available whenever & however they needed it, whether it’s phone, email, Web chat or messaging.
Kustomer businesses will continue to own the data that comes from interactions with their customers. Facebook eventually expects to host Kustomer data on secure Facebook infrastructure. In doing so, Facebook will act as a service provider at the instruction of business customers.
Source: Facebook