Facebook acquires start-up Kustomer for $1bn

Facebook nears deal to buy customer-service startup Kustomer: Report

Facebook nears deal to buy customer-service startup Kustomer: Report

Recently, Facebook-owned Instagram announced a feature where people will be able to order food in the app itself. Kustomer, which is based in NY, had raised roughly $170 million in venture funding, according to data compiled by Crunchbase.

Kustomer has already worked with Facebook.

Facebook states that its goal is to make customer easy.

In doing so, Facebook will act as a service provider at the instruction of business customers. That's been clear from the moment Facebook turned Messenger into a major arena for service chatbots in 2016 and its expansion of shopping and communications tools on Instagram, Facebook's main platform and WhatsApp this year, among other features. Weeks before the start of the 2020 holiday shopping season, Rainbow implemented and integrated Kustomer technology in an effort to provide customer service agents with real-time request resolutions, an integrated view of the customer, operational efficiencies, and a more seamless customer experience across channels.

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While Facebook does not automatically use Kustomer's data to inform them what advertisements a user sees, companies have the option to use their data at Kustomer for their own marketing purposes, including separate advertising services. on Facebook. "We want 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", Facebook's Dan Levy, vice president of ads and buisiness products, and Matt Idema, chief operations officer of Facebook's WhatsApp, wrote in a blog post announcing the deal. Along with this, gift card management has also been seamlessly integrated with the social media platforms.

While there exist very less information to fully understand how Snap will be leveraging that tech, some have speculated that it could be used to build various voice commands and audio based tech for their Spectacles.

However, with the acquisition of Kustomer, Facebook seems to be giving more attention to its e-commerce plans.

Facebook, yesterday, made one of the most significant acquisitions it has ever made, as the social media giant continues to develop the services it provides to businesses via their platform. Until then, stay tuned.

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