Facebook Acquires Kustomer to Manage All Customer Interactions

Facebook has reached an agreement to acquire Kustomer, a top-rated CRM that enables businesses to effectively manage all customer interactions across channels. Facebook's goal with Kustomer is simple: to give businesses access to best-in-class tools that deliver excellent service and support.

As businesses adjust to an evolving digital environment, they’re seeking solutions that place people at the center, especially when it comes to communication. 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.

Facebook claims that they have 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. To that end, Facebook 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.

That’s where Kustomer comes in.

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 plans to support Kustomer’s operations by providing the resources it needs to scale its business, improve and innovate its product offering, and delight its customers. That way, more people will benefit from customer service that is faster, richer, and available whenever and however they need it, whether it’s phone, email, webchat, or messaging.

Kustomer is one of many solutions in this arena, and Facebook will continue to support the numerous options that businesses have to integrate their CRM platform of choice with Facebook messaging services. Facebook wants businesses of all sizes and across all industries to discover the value of messaging — and having a vibrant partner ecosystem is critical in providing our customers with choices.