Collaborate Disseminate
Artificial intelligence is becoming an increasingly common part of how customer service works — a trend that was accelerated in this past year as so many other services went virtual and digital — and today a startup that has built a set of low-code tools to help enterprises integrate more AI into their customer service […] Continue reading Cognigy raises $44M to scale its enterprise-focused conversational AI platform
The longer we continue to work with either all or part of our teams in remote, out-of-physical-office environments, the more imperative it becomes for those teams to have some tools in place to keep the channels of communication and management open, and for the individuals in those teams to have a sense of how well […] Continue reading Pathlight, a performance management tool for customer-facing teams and the individuals in them, raises $25M
From the point of view of a consumer, customer service sometimes feels like a monolith, but behind the scenes it can be a very fragmented business, with dozens of companies providing various different tools to help agents do their jobs. Today, a startup founded by three Stripe alums that has set out to build a […] Continue reading Assembled, an operating system for support teams, raises $16.6M
CRM has for years been primarily a story of software to manage customer contacts, data to help agents do their jobs, and tools to manage incoming requests and outreach strategies. Now to add to that we’re starting to see a new theme: apps to help agents track how they work and to work better. Today […] Continue reading Kaizo raises $3M for its AI-based tools to improve customer service support teams
CRM software accounts for one-quarter of all enterprise IT spend. But ironically, while a lot of money is spent on platforms like Salesforce or SAP to manage incoming calls and outgoing marketing and sales activity, not a lot of attention is given to the issue of how to help the teams using all that software work […] Continue reading Assembled raises $3.1M led by Stripe to build ‘the operating system for support teams’
Airbnb’s Global Product Director of Customer and Community Support, and Carta’s Head of Enterprise Relationship Management share how companies should be thinking about customer service. Continue reading ‘The Operators’: Experts from Airbnb and Carta on building and managing your company’s customer support
In my two-plus years as a Technical Support Engineer at Imperva, I’ve handled a wide variety of customer cases. And I’ve had the satisfaction of helping resolve them quickly and successfully. But never before have I received a handwritten t… Continue reading Personalized Customer Support that Garners a Personalized Thank You
One of the bigger developments in customer services has been the impact of social media — both as a place to vent frustration or praise (mostly frustration), and — especially over messaging apps — as a place for businesses to connect with their users. Now, customer support specialist Zendesk has made an acquisition so that […] Continue reading Zendesk acquires Smooch, doubles down on support via messaging apps like WhatsApp
Hackers abused a Microsoft customer support portal that allowed them to read the emails of any non-corporate account. Continue reading Hackers Could Read Your Hotmail, MSN, and Outlook Emails by Abusing Microsoft Support
Chatbots and other AI-based tools have firmly found footing in the world of customer service, used either to augment or completely replace the role of a human responding to questions and complaints, or (sometimes, annoyingly, at the same time as the previous two functions) sell more products to users. Today, an Israeli startup called TechSee […] Continue reading TechSee nabs $16M for its customer support solution built on computer vision and AR