customer support

TechSee nabs $16M for its customer support solution built on computer vision and AR

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, o

Google finally adds consumer customer support with Google One

You may recall my tale of woe from last year when I recounted how I was locked out of my Google account for a month. It was a tough time, made all the more frustrating because there wasn’t any c

UJET, a startup that wants to speed up customer support, raises $25M led by GV

UJET, a startup that makes software to improve customer support, said today that it’s raised a $25 million Series B led by GV (formerly known as Google Ventures). Other participants in the round inc

Twitter adds location sharing for businesses offering customer support over Direct Messages

The Twitterverse is still reeling from Twitter's revamp of @ replies, and scratching its head over how changing a default avatar has anything to do with addressing abuse, but the network is plodding o

Dear Air Canada: a systems analysis of a comically colossal cascading failure

I'll be blunt; I'm here to vent my fury. On your behalf, dear reader! Honest. When a corporation gets things terribly wrong, those of us with platforms need to turn our wrath upon them. It's the only

Twitter unveils new options for customer service

Zendesk’s “Automatic Answers” taps machine learning, AI to generate bot-style email responses

Chat bots have ballooned in popularity in recent months, and now we’re seeing some interesting examples of how that technology, where computers interact and respond to human requests, is being

Customer support via SMS is about to get a lot easier, courtesy of Zendesk

Customer support powerhouse Zendesk is broadening its ever-expanding number of support channels today, as the company announced a brand new native channel for customer service over the text messages.

Customer communication startup Intercom raises $50M

Intercom, a startup helping businesses talk to their customers, has raised an additional $50 million in funding. Intercom’s products cover everything from website chat to marketing to customer s

Apple creates a general support channel on Twitter

Apple has expanded its presence on Twitter, adding an English-language general support channel -- called simply @AppleSupport -- which it says will be tweeting out tips and tricks, as well as offering

Pypestream Offers Consumers A New Way To Chat With Businesses

A few weeks ago I wrote about Pypestream, a startup promising to be an alternative to the often frustrating customer service experience. At the time, founder and CEO Richard Smullen was being a little

LogMeIn’s Rescue Lens Lets Customer Support Reps See The Problem Through Your Smartphone’s Camera

LogMeIn, the makers of a variety of remote access solutions for business and personal use, is today launching a new service that will allow any company to provide video-assisted customer support, usin

Amazon’s Mayday Service On Fire Phone Means It Might Be Able To Sell Its Unique New Features

Amazon has brought Mayday to the Fire Phone, it announced today. The Mayday service offers one-tap access to customer service agents who can talk to phone users via video chat, and take over the scree

Freshdesk Snags $31M in Series D Funding To Continue Building Customer Support Services

Freshdesk, the customer support as a service company with 23,000 customers, raised $31 million in Series D funding today in a round led by Tiger Global Management, with Accel Partners and Google Capit

Salesforce Debuts Its Answer To Amazon’s Mayday: An SOS Button For Mobile App Support

Salesforce has poured a lot of investment into social and mobile products to make sure that its suite of cloud-based CRM services continues to find audiences where consumers are engaging online the mo

Respondly Launches To Simplify Your Support Team’s Workflow For Emails And Tweets

The founder of Favstar, a tool that surfaces popular Twitter favourites, has launched a new startup with a Twitter focus -- bringing a customer support tool called Respondly out of private beta today.

Zendesk Buys Live Chat Provider Zopim For Up To $29.8M As It Files For $150M IPO

<a>Zendesk</a>, the cloud-based helpdesk startup, has hit the ground running with not one but two pieces of significant news. It's <a target="_blank" href="">m

Influx Raises $250,000 To Help Growing Startups Handle Customer Support Requests

For startups just beginning to gain traction, the joy (and relief) of watching user numbers grow can vanish as soon as support requests start coming in. If customers don't get their queries answered q

Freshdesk Wants To Make Customer Service Fun With Game Mechanics

Today <a target="_blank" href="">Freshdesk</a> announced Freshdesk Arcade, a new game mechanics system for its web-based help desk software. Freshdesk Arcade will award points b