Ada releases new automated generative AI-driven customer service suite
Ada, a Toronto-based customer service automation startup, has been around long enough to predate the use of large language models in its solutions, but today the company is announcing a new suite of t
The year customer experience died
It was a terrible year for customer service. As a result, customer experience, something we've been hearing about for years, suffered.
Operative Intelligence helps contact centers figure out what customers really need
A company may have a good contact center, but ideally they are able to help customers before they need to make a call. Operative Intelligence helps contact centers figure out what customers want more
AWS adds automated agent monitoring to Amazon Connect
AWS introduced Amazon Connect, its customer service-oriented product, some years ago, putting it smack dab in the middle of enterprise applications. It also places the company in the position of compe
Eoghan McCabe, the controversial Intercom co-founder who left the CEO role in 2020, is stepping back in
A notable changing of the guard is afoot at Intercom, the unicorn SaaS startup that powers the ubiquitous smiley customer service bots that sit on tens of thousands of company homepages: The company h
10 onboarding improvements that cut our customer churn by nearly 3x
There’s no such thing as a perfect onboarding experience. But when done right, the impact of good onboarding can be massive.
Gorgias’ valuation rises to $710M with $30M Series C for e-commerce customer support
Gorgias' technology brings all of the channels that shoppers use to contact online stores into one feed for each company.
Who you gonna call? Good question
Many Big Tech companies are notoriously hard to get a hold of when running into any sort of problem. Yet, consumer-facing startups excel at customer support with far fewer resources.
Aisera lands $90M to automate customer service requests with AI
Aisera, a startup developing what it describes as an “AI-driven” support ticketing system, today announced that it raised $90 million in Series D funding led by Goldman Sachs with particip
The VC who helped incubate Discord has quietly spun up an autonomous contact center startup
Customer service is a huge industry. Meanwhile, across many sectors, employees remain hard to find, so it’s no surprise that a lot of startups have emerged to help companies offer a better exper
After several bruising months, industry analysts see Zendesk sale as pressure release
Maybe now, as Zendesk goes private, it can take a deep breath and get back to work outside of the white-hot public investing spotlight where activist investors can lurk, sometimes wreaking havoc.
Zendesk drama concludes with $10.2 billion private equity acquisition
Zendesk has had a difficult time over the last several months. It has been hounded by activist investors, Jana Partners. It turned down a $17 billion acquisition in February believing it was worth mor
Neuron7 raises $10M to help customer service agents find solutions
In the customer service arena in particular, enterprises are facing a historic labor shortage. Owing to burnout, flexibility and customer satisfaction challenges, agents are quitting at a faster rate
Zendesk punished by investors after vowing to remain independent
Does the spurned $17 billion offer from earlier this year appear more attractive in light of the current downturn? Sure, but enough to put Zendesk's decision to decline in doubt? Let’s find out.
Luminai (formerly DigitalBrain) gets $16M investment for customer support RPA-like tool
The founders of DigitalBrain have quite a back story. A pair of immigrants living in a hacker house in San Francisco, the two paid bills for a time by competing at hackathons and winning. When they ca
US names and shames Venezuelan doctor as notorious ransomware maker
The U.S. has named a Venezuelan cardiologist as the alleged mastermind behind the notorious Thanos ransomware. According to the U.S. Justice Department, Moises Luis Zagala Gonzalez, 55, created and di
Zoom dives deeper into intelligent customer service with Solvvy acquisition
Zoom swung for the fences last summer when its stock value was soaring, offering almost $15 billion to buy Five9 to get into customer service. Eventually the deal fell apart when the stock price plung
Tidio raises $25M to automate customer service interactions
During the pandemic especially, it’s become overwhelming for small- and medium-sized businesses (SMBs) to answer all of their customer service requests. A Freshworks survey found that companies
Customer service automation startup Lang lands $15M
The customer experience is one of the most important focus areas for businesses. According to PwC, among all customers, 73% point to experience as an important factor in their purchasing decisions, be
Tenyx raises $15M to build more intelligent voice-based customer service AI
Automating customer service tasks, particularly those that require agents to speak with customers on the phone, is something of a holy grail in the enterprise. According to a survey by OnePoll commiss