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Category: Customer Service

US names and shames Venezuelan doctor as notorious ransomware maker

The ransomware creator bragged that their file-encrypting malware was used by an Iran state-sponsored hacking group.

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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....

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Tidio raises $25M to automate customer service interactions

Tidio, which provides businesses automation tools including chatbots to field customer service requests, has raised $25 million in a venture funding...

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Customer service automation startup Lang lands $15M

Lang, which is developing an AI-powered platform to automate the labeling of customer service requests, has raised $10.5 million in a venture funding...

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Tenyx raises $15M to build more intelligent voice-based customer service AI

Tenyx, which is developing a voice-based customer service solution powered by AI, has raised $15 million in a venture funding round.

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Call center automation software vendor Replicant raises $78M

Replicant, a startup developing customer service automation software, has raised $78 million in venture capital at a significantly increased...

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Glia raises $45M at a $1B+ valuation for an AI-based CRM that lets agents get hands-on to help

The world continues to shift more of its customer service needs online, and those building tools to help manage that demand are seeing their stars...

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Zendesk’s latest problem is an activist investor

Zendesk has been having some issues with its investors lately. Yesterday, activist investor Jana Partners piled on with an SEC filing that...

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Swiftly quickly gets brick-and-mortar stores set up to cater to online customers

Swiftly provides the technology tools that democratize the technology lead, enjoyed by Amazon and Walmart, to the rest of the industry.

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Enterpret launches with $4.3M, NLP technology to decipher customer feedback

Enterpret is building and deploying customer-specific models, based on customer feedback, for product development teams.

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After 2 rejected deals, Zendesk considers its next steps

Zendesk now has to prove to investors that it can keep up its improving growth rates while defending its gross margins. And it has to avoid getting...

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RedRoute wants answering customer service calls to be as easy as using ‘Alexa’

It takes as little as 30 minutes to get RedRoute set up, and customers can try the software with zero upfront costs.

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Gradient, 10xFounders back Zowie’s no-code, e-commerce customer service tool

Customer service tickets tend to fall into the same few buckets — returns, refunds or quality control questions. Not only are these repetitive, but...

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Forethought nabs $65M Series C to improve customer service with AI

In 2018, Forethought, a startup looking to put AI to work across customer service, won the TechCrunch Disrupt Battlefield and soon after landed a $9...

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Conversational UX: The missing piece in your chatbot strategy

If we want chatbots to earn their place, we must ensure that bot developers are equipped with the right knowledge to improve the customer experience.

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How Pilot convinced Index Ventures to think long-term about margins

Whether you agree or not, it's hard to ignore the fact that the multipliers in Silicon Valley and the growth of software businesses have changed...

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Amazon officially launches its more natural ‘Conversation Mode’ option on Echo Show 10

Alexa is learning to have more natural conversations. Amazon today announced it’s rolling out the new “Conversation Mode” feature...

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Zendesk moves into customer experience data with $4.13B SurveyMonkey deal

When Zendesk announced it was acquiring Momentive Global Inc. (the organization behind SurveyMonkey) for $4.13 billion last week, it might have felt...

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3 ways to humanize support automation

Your bot is an extension of your company and is likely to be the first interaction a customer will have on your website or app. Use this opportunity...

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4 ways to make DEI a key component of customer service and culture

Truly effective customer service is rooted in empathy, because it’s people who reach other people.

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The first win: Getting early customers to take a chance with you

The purpose of your company is to sell your solution and generate revenue, but to do that you require customers. So how do you convince someone to...

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Alpha Edison leads customer service platform Thankful’s $12M round

Customer service is thought of as “the caboose” of a business, but Thankful believes it should be the driver of a brand's post-purchase...

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Sanas aims to convert one accent to another in real time for smoother customer service calls

In the customer service industry, your accent dictates many aspects of your job. It shouldn’t be the case that there’s a...

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SightCall raises $42M for its AR-based visual assistance platform

Long before COVID-19 precipitated “digital transformation” across the world of work, customer services and support was built to run...

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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...

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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...

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Playvox scores $25M investment and acquires Australian startup Agyle Time

It’s not every day you see a Latin American startup funded by a U.S. venture capital firm based in the midwest. Playvox, a Colombian startup...

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Using AI to reboot brand-client relationships

Using strategically focused AI, brands can identify what their audiences are doing when they are not engaged in a purchase or using a product or...

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