Kustomer has integrated its cloud-based customer service platform with WhatsApp Business.
The addition of WhatsApp Business to the Kustomer platform lets companies have personalized conversations with WhatsApp's 1.6 billion users globally and share images and other rich media with customers through the mobile messaging application.
Kustomer's omnichannel platform provides a single threaded conversation about a topic as well as the relevant context and customer data, so agents and customers can switch between channels as needed.
In addition to WhatsApp Business, the Kustomer platform supports email, web and mobile chat, SMS, voice, Facebook Messenger and Twitter.
As with all Kustomer supported channels, companies can track the impact of their service using the platform's native customer satisfaction solution to survey customers engaging via WhatsApp. In addition, WhatsApp Business is incorporated into the reporting and analytics of the platform to give companies complete insight into the performance of their customer service teams.
Kustomer has also expanded its European presence with a new data center in Dublin, Ireland.
"Only Kustomer gives brands a true omnichannel experience by providing a complete picture of their customers, including real-time and historical conversations across all their channels in a single location," said Brad Birnbaum, CEO and co-founder of Kustomer, in a statement. "This is one of the key reasons that Kustomer has attracted leading brands from around the world. Introducing WhatsApp to the platform and launching our first EU region extends the platform's omnichannel experience, so no matter where in the world brands do business, they can engage customers wherever it is most impactful while running on infrastructure optimized to meet their performance and data storage requirements."