On the heels of Facebook announcing plans to acquire customer service platform Kustomer, Hootsuite just announced its acquisition of digital customer engagement platform Sparkcentral. Their aim in integrating with a customer service platform is quite similar to Facebook’s, too. The goal is to solve one of the major pain points e-commerce brands experience: being flooded with customer service messages via …

If your business has a presence on Facebook or Instagram, it’ll be no surprise to you that customer service by way of social media is the new normal. In fact, you may have even used your own social media direct messages to ask customer service questions. 59% of Facebook users and 34% of Instagram users report using these platforms to …