customer support
Customer operations platform Front is better known for its omnichannel inbox that lets you aggregate all customer conversations in a single view — emails, chat conversations, SMS, social media messages.…
Working in customer support often means navigating disjointed tools to find data and solve issues. However, many of these actions are routine and repeatable, making them ideal candidates for automation.…
Meet Plain, a new startup that wants to reinvent support tools. While the customer support space is a competitive industry with big tech companies like Intercom and Zendesk, Plain believes…
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.
Assembled, which bills itself as a workforce management platform for customer support teams, today announced that it raised $51 million in a Series B funding round led by New Enterprise…
As you scale and onboard employees, make sure they know their importance — emphasize the stakes in their role related to the business and value that responsibility.
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…
Pathlight, a performance management tool for customer-facing teams and the individuals in them, raises $25M
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…
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…
Dixa acquires Elevio, the ‘knowledge management’ platform helping brands improve customer support
Dixa, the Danish customer support platform promising more personalised customer support, has acquired Melbourne-based “knowledge management” SaaS Elevio to bolster its product and technology offerings. The deal is said to…
When people reach out to customer service, they’re seeking more than a solution to their immediate problem. They want empathy and understanding.
Customers don’t just forget about the companies that treated them well — and post-crisis, they’ll be more likely to return to the vendors who gave them a good experience.
Directly, a startup whose mission is to help build better customer service chatbots by using experts in specific areas to train them, has raised more funding as it opens up…
Last December, when CRM startup Kustomer was announcing its latest round of funding — a $60 million round led by Coatue — its co-founder and CEO Brad Birnbaum said it would…
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.…
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…
‘The Operators’: Experts from Airbnb and Carta on building and managing your company’s customer support
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.
Zendesk acquires Smooch, doubles down on support via messaging apps like WhatsApp
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…
Customer engagement service Freshworks, which was valued at about $1.5 billion in its last funding round, today launched Omniroute, the latest product in its portfolio of tools for customer service…
I know first-hand how frustrating it is to get locked out of your Google account and lose access to much of your online life. I got locked out of my…
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…
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,…
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…
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…
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…
Twitter has been expanding the customer service side of its product, with recent additions including a Customer Service settings page for businesses. Today it’s adding a couple more features — namely,…
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 used to…
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. SMS…
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 support. When…
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…
