Facebook Buys Online Customer Service Startup Kustomer

01 Décembre, 2020, 09:19 | Auteur: Auguste Feret
  • Facebook nears deal to buy customer-service startup Kustomer: Report

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, which is based in NY, will continue to service its existing clients after co-founders Birnbaum and Jeremy Suriel and the rest of the startup's team become part of Facebook, according to the companies.

The Kustomer platform brings customer-service conversations from multiple channels onto a single-screen view and enables customer-service representatives to automate repetitive tasks so that they can focus on the interactions where they are most needed.

Facebook will provide resources for Kustomer to innovate and grow, according to Mr Idema and Mr Levy.

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Financial terms of the deal were not disclosed, and it needs to be approved by regulators.

Kustomer's integration with Facebook's Instagram will allow Kustomer to respond to direct messages, mentions, and Stories from the Kustomer platform, eliminating the need for toggling between tabs or devices.

And Levy and Idema wrote in the Newsroom post, "As businesses adjust to an evolving digital environment, they're seeking solutions that place people at the center, especially when it comes to communication". We've witnessed this shift firsthand as every day, more than 175 million people contact businesses via WhatsApp. "This number is growing because messaging provides a better overall customer experience and drives sales for businesses".

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