Customer Service

Google tests a feature that calls businesses on your behalf and holds until an agent is available

Google is testing a new feature that will place a call to a business on your behalf, wait on hold and then give you a call once a live representative is available, the company confirmed to TechCrunch.

DXwand raises $4M to scale its conversational AI platform serving enterprises in MENA

DXwand, a Cairo- and Dubai-based startup that leverages conversational AI to help businesses in the Middle East automate customer service and employee assistance, has raised $4 million in Series A fun

Siena AI raises $4.7M to develop an empathic AI customer service agent

Siena AI developed an AI-powered customer support solution that might be a machine, but understands context and responds with empathy like a human.

Zendesk emerges from last year’s turbulence with strong outlook

After some recent turbulence, it would be easy to think that Zendesk's overall financial performance suffered as a result, but that really wasn’t the case.

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
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