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Facebook to buy customer service startup Kustomer

  • par Xavier Trudeau
  • dans Financer
  • — Déc 1, 2020
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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.

Kustomer, which helps businesses aggregate and handle customer inquiries from multiple platforms, already offers its services on Facebook Messenger and Instagram.

Facebook is reportedly nearing a deal to acquire a platform specializing in customer service that will value the startup - Kustomer - at a little more than $1 billion.

Facebook said Kustomer clients will continue to own the data from interactions with customers, adding that the company eventually expects to host Kustomer data on secure Facebook infrastructure, at which point Facebook will act as a service provider at the instruction of its business customers.

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

Facebook and Kustomer did not immediately respond to Reuters' requests for comment. "In particular, we look forward to enhancing the messaging experience, which is one of the fastest-growing ways for people and businesses to engage". Any business knows that when the phone rings, they need to answer it.

More than 175 million people contact businesses via WhatsApp daily, and the number is growing, according to WhatsApp chief operating officer Matt Idema and Facebook vice president of business products Dan Levy.

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