Social media platform Facebook acquire Kustomer, a customer service chatbot for an undisclosed sum. But according to The Wall Street Journal sources the deal has valued the company around $1 billion.
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 use Kustomer’s bot in its Whatsapp and messenger service to scale the client’s businesses and innovate its product offering via automation.
Facebook in its press release said, “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. To that end, we 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.”
Kustomer also collaborates with Shopify in July to help its retailers to automate 40 percent of interactions and track all customer interactions.