Meta has completed its acquisition of Kustomer, the CRM provider that also offers omnichannel and data-driven routing capabilities.
Aiming to “evolve digital customer service”, Meta may now harness the solution to empower contact centre teams with a user-friendly timeline of customer interactions.
However, where the solution perhaps stands out is in offering advanced analytics capabilities that track customer sentiment.
Such innovation lays the foundations for Meta to provide more intelligent communication experiences between people and businesses.
The acquisition may also help to streamline these experiences, as Brad Birnbaum, CEO of Kustomer, says:
When we launched Kustomer, we set out to change traditional customer service. We wanted to help businesses connect and engage with customers–whenever and however they wanted. We’re excited to work with Meta to help more businesses deliver faster, richer customer experiences.
“I’d like to thank our customers, partners and employees for working with us to transform the customer service space as we know it,” concludes Birnbaum.
Meta will continue this transformation by providing Kustomer with the resources to scale its business, improve, and innovate its product offering.
In doing so, the parent company of Facebook and WhatsApp hopes to showcase the value of messaging apps within an omnichannel platform to a larger audience.
Making this clear when first reaching an agreement with Kustomer in November 2021, Meta noted:
We’ll continue to support the numerous options that businesses have to integrate their CRM platform of choice with our messaging services. 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.
In an era where – according to McKinsey & Company – “Customers believe they can get whatever they want, whenever they want, within minutes,” such choice is critical.
With Kustomer recently announcing a self-service chatbot to increase speed across digital channels, Meta can also empower its clients to take another step forwards and meet these ever-evolving expectations.
