Facebook buys CRM startup — Kustomer. And according to sources, it’s a $1 billion deal. 

Kustomer is an omnichannel SaaS CRM startup. The platform redefines enterprise customer service by delivering the best experiences. It unifies data through different sources to calibrate business and offer support and assistance via a single timeline view. The platform is a powerful Customer Experience CRM that prioritizes customer needs. It brings together customer requirements in a single, easy-to-use system. 

Price Waterhouse Cooper study projected a jump from 20% to 80% in companies investing in omnichannel experiences. Kustomer’s research found that 79% of customers get frustrated when they cannot connect with customer services on their preferred platform. Still, only 25% of customer service organizations use chat options, while 18% use chatbots.  

Facebook VP of Ads and Business Products, Dan Levy, commented that “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.”

So, how does this SaaS CRM deal benefit Kustomer?

Facebook plans to support Kustomer with the resources required to build its operations. It hopes to help improve its products, and in the end, encourage customers to shop online. With one platform managing all communications, businesses can now provide faster, richer, and better customer service via phone, web, messenger, chat, or email.

But how does this deal benefit Facebook?

Facebook plans to integrate Kustomer’s products with its messaging platforms like Messenger and WhatsApp. This will help businesses manage their customer services using a single platform. All communications across omnichannel are now controlled through one integrated tool – Kustomer.

What The Facebook-Kustomer Merger Plan To Achieve?

Kustomer’s business logic supports the creation of conditional and multi-branch flows. This enables triggered responses on defined events that can be based on internal or third-party communications. With their centralized dashboard, eCommerce business owners can track their customer support agents and launch customer satisfaction surveys. It is also created to customize Kustomer’s self-service facilities with articles, PDFs, tutorials, and media-rich videos.

With this acquisition, Facebook hopes to make chat services accessible to business owners as it has its self-servicing ad platforms. More and more companies can benefit from this technology as they are looking to connect with more customers online.

Brad Birnbaum, one of the founders of Kustomer, stated, “Once the acquisition closes, we look forward to working closely with Facebook, where we will continue to serve our customers and work with our partners as part of the Facebook family.” 

He further added, “With this acquisition, Facebook hopes to make chat services accessible to business owners as it has its self-servicing ad platforms. More and more companies can benefit from this technology as they are looking to connect with more customers online.”

Let’s see what latest upgrades happen on the Facebook platform with the newest acquisition on Kustomer.