Meta Platforms Exploring Strategic Alternatives For Customers After Last Year's Acquisition

Kustomer, acquired by Meta at the end of last year. (photo: twitter @kustomer)

JAKARTA - Meta Platforms Inc announced on Friday, March 10, that it is exploring strategic alternatives for customer service company, Customer, which they acquired late last year.

"We are currently exploring strategic alternatives for Customers and will continue to support Kustomer products and customers during this process," the Facebook owner said in an emailed statement to Reuters, without providing additional details on the alternative.

The Wall Street Journal, which first reported on the news on Friday, said Meta plans to release the Customer because it wants to focus on its core business, citing companies and people familiar with the plan.

Customers sell CRM software for their business of communicating with consumers by telephone, email, text messages, WhatsApp, Instagram, and other channels. Its use increased sharply during the COVID-19 pandemic.

Meta has decided to focus on developing fast-growing business messaging offerings, including monetization opportunities for WhatsApp in the context of "efficiency efforts" of the company, the company said.

Customers are customer service companies that provide customer relationship management software (CRM) that allows businesses to communicate with customers through various channels such as telephones, emails, text messages, WhatsApp, Instagram, and so on.

The company was founded in 2015 by Brad Birnbaum and Jeremy Suriel, and headquartered in New York, USA. The customer focuses on providing a better customer experience through collecting customer data and integration with other systems such as email, social media, and e-commerce platforms.

Customers are also leveraging artificial intelligence (AI) to help customers process and automate interactions with customers. In recent years, Customers have seen increased use amid the COVID-19 pandemic as businesses seek solutions to interact with customers remotely.