HootSuite snaps up AI chatbot firm Heyday

(Image credit: Hootsuite)
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Hootsuite (opens in new tab) has continued its expansion plans with the acquisition of Heyday Technologies in a deal said to be worth $48 million.

Montreal-based Heyday is a specialist in customer service (opens in new tab) automation support, which enables businesses to handle everyday questions from customers, alongside assisting with order tracking.

The purchase could prove to be an ideal compliment to Vancouver-based social media (opens in new tab) experts Hootsuite. It already offers the ability for companies to monitor their social-network channels and keep tabs on what consumers are saying about their brand while providing a real time response system.

Acquiring Heyday Technologies will enable Hootsuite to make better use of artificial intelligence (opens in new tab) (AI) due to the increasing demands of e-commerce systems (opens in new tab) and the need for more one-on-one messaging contact with customers. Hootsuite has already purchased digital customer support software-as-a-service company Sparkcentral (opens in new tab) at the beginning of this year. 

Both acquisitions will allow Hootsuite to offer an increased level of automated services, such as chatbots (opens in new tab) that can be employed to handle numerous levels of customer service automatically.

Chatbot growth

Indeed, the use of chatbots has been increasingly steadily, with a recent Salesforce report highlighting the growth. It noted that 38% of companies were using chatbots in 2020, which revealed a 23% rise compared to 2018. The move by Hootsuite indicates the requirement for businesses to harness several technologies, including AI, in order to offer a more rounded customer service (opens in new tab) experience.

“You really can do the entire customer life cycle now, all the way through selling and support, on the social and messaging platforms,” Tom Hootsuite’s chief executive told the Wall Street Journal. “With the acquisition of Heyday, we get a really strong base of AI capabilities that we’ll be able to use in social care and across the other aspects of our business."

Via: Wall Street Journal (opens in new tab)

Rob Clymo has been a tech journalist for more years than he can actually remember, having started out in the wacky world of print magazines before discovering the power of the internet. Since he's been all-digital he has run the Innovation channel during a few years at Microsoft as well as turning out regular news, reviews, features and other content for the likes of TechRadar, TechRadar Pro, Tom's Guide, Fit&Well, Gizmodo, Shortlist, Automotive Interiors World, Automotive Testing Technology International, Future of Transportation and Electric & Hybrid Vehicle Technology International. In the rare moments he's not working he's usually out and about on one of numerous e-bikes in his collection.