European Commission to investigate acquisition of Kustomer by Facebook
Various national competition authorities, including the Netherlands Authority for Consumers and Markets (ACM), support Austria’s request to the European Commission to assess this acquisition. Kustomer displays all interactions that a consumer has had with the business in a single timeline view, including the consumer’s purchase history, refunds, complaints and all other communications.
In these systems, various communication platforms, for example Facebook, Instagram, or Whatsapp, are integrated in the customer care.
The ACM has concerns that this acquisition may be harmful to competition, and may lead to higher prices, reduced quality, or less innovation in the Netherlands and the European Union.
In particular, the ACM considers that the transaction might affect competition in the markets for CRM software and online display advertising services.
This case, which was notified in Austria, represents the second time this year that a Member State, supported by other Member States, has requested the European Commission to assess the acquisition. A few weeks ago, a request was filed for the acquisition of pharmaceutical firm GRAIL by biotech firm Illumina. ■