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
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
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
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 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.
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 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
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, 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 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, 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 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
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.
<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="http://www.zendesk.com/blog/welcome-zopim">m
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
Today <a target="_blank" href="http://freshdesk.com">Freshdesk</a> announced Freshdesk Arcade, a new game mechanics system for its web-based help desk software. Freshdesk Arcade will award points b