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SaaS startups have become the darling of Venture Capital investors, especially in the Customer Service industry. Over the past decade, software has proverbially “eaten the world” and SaaS companies have scaled to become unicorn corporations in staggering amounts of time.
In this article, we are examining 30 VC funded SaaS startups in the Customer Service industry.
Acquire is a centralized platform for consumer engagement that unifies all channels, tools, and means of connection. Utilizing a single, streamlined dashboard, teams through Acquire can rapidly reply to clients using live chat, chatbots, cobrowse, video and audio, email, SMS, and more.
With the help of AfterShip, e-commerce companies can expand and give their consumers the greatest possible purchasing experiences. To assist organizations with sales, marketing, order management, and shipping tracking, the platform provides a number of automated capabilities. The platform links the world's e-commerce infrastructure, enabling buying and selling for anyone, anywhere. More than 100,000 companies worldwide rely on AfterShip, including renowned e-commerce giants like Amazon, eBay, Wish, and Etsy as well as well-known names like Microsoft, Dell, HP, and many more.
An open-source, independently hosted consumer interaction suite is called Chatwoot. You can monitor and manage your customer data with Chatwoot, contact with them through their preferred channel, and re-engage them depending on their profile.
Three University of Tokyo graduates created Commune Inc. in 2018. In San Mateo, it launched its US office in 2022. Launched in early 2019, Commune is a customer success community platform that connects businesses and customers.
Dixa is The Customer Friendship Platform that, by combining all customer data and communication channels into one platform, enables companies to improve customer relationships and do away with poor customer service. As a consequence, clients receive faster assistance from agents and more insightful dialogues, which improves the customer experience overall. The real-time discussions between brands and their consumers may be supported by Dixa's conversational customer engagement software across email, phone, chat, and messaging. Dixa was established in 2015 by Krisztian Tabori, Jakob Nederby Nielsen, Jacob Vous Petersen, and Mads Fosselius. It is headquartered in Copenhagen, Denmark.
Banks and insurance businesses may use EasySend to swiftly transform paper forms and cumbersome PDFs into digital journeys. EasySend is a no-code platform for creating and improving digital customer journeys that is specifically designed to meet the special needs of international financial institutions and insurance providers. Any banking or insurance use case is supported by the EasySend platform with pre-built components, including end-to-end digital mortgage loans, policy renewals, claims, and user onboarding. EasySend's powerful analytics and optimization engine equips its users to fully understand complicated digital workflows, identify churn-causing issues, streamline procedures, and increase income. Its clever eForms seamlessly interact with any third-party service, including out-of-the-box integration with top CRMs like Salesforce and Microsoft Dynamics, as well as legacy and core banking systems. Since its founding in 2016, EasySend has served over forty enterprise customers, including top financial institutions and insurance companies in the US, Germany, DACH, UK, Japan, and Israel. The company's solution has been adopted by over 90% of the Israeli financial and insurance markets and is quickly growing on a global scale.
An firm may automate client-facing services and hasten the settlement of consumer complaints with the aid of eBanqo, a customer interaction SaaS provider. It enables businesses to offer their services across all of the digital channels that their clients utilize, including webchat, in-app chat, social media, USSD, and SMS, fostering connectedness and speedy problem-solving. Businesses utilizing eBanqo's platform offer a consistent, tailored engagement across all digital platforms thanks to the most recent AI technology, which encourages repeat business and strong brand affinity. While offering automated customer assistance, self-service, problem solving, and multi-channel live chat on several messaging platforms, eBanqo significantly reduces costs.
Leading brands' digital transformation of their customer experiences is being reimagined by FICX. FICX helps contemporary businesses to quickly digitize and automate CX experiences and deploy them wherever they engage customers as a pioneer and industry leader in no-code CX app creation and automation. By reducing friction in sales and service, modern businesses are able to save expenses, increase sales conversion, and maintain pleased consumers. To learn more, go to www.ficx.com. Since its founding in 2012, CallVU has helped top international companies in the banking, insurance, and telecom industries increase the value of their digital assets while enhancing operational effectiveness. Israel, the UK, and the United States are all where CallVU has operations. The business was recognized by Gartner in 2016 as a "Cool Vendor in CRM and Customer Support" and by CIO Magazine in 2017 as one of the "20 Most Promising Digital Experience Solution Providers."
Forethought, a top generative AI for automating customer service to increase productivity and efficiency, was introduced in 2018. The products from Forethought enable seamless customer experiences by incorporating generative AI, powered by Large Language Models (LLMs), at each stage of the customer support journey: instantly resolving frequent cases, predicting and prioritizing cases, and providing agents with pertinent knowledge—all from one platform.
Hi Platform is a service platform that helps businesses to improve their client interactions. The business is headquartered in Blumenau, Santa Catarina, Brazil, and was established in 2017.
A platform for online human resources services is called Joyowo.com. The business offers complete social insurance services to businesses, including online establishment of social insurance and provident fund accounts, online payments for social insurance, tracking, inquiries, transfers, consulting, and more.
Kaizo creates a platform for performance management for customer service teams. The performance measures for assistance are transformed using gamification and AI. Kaizo offers resources to enhance team performance, operational effectiveness, and staff retention. It is totally integrated with Zendesk and will eventually be accessible through the Zendesk marketplace and other CRM solutions. Dominik Blattner and Christoph Auer-Welsbach launched Kaizo with the intention of actively assisting people in attaining their objectives and making a difference in their organizations.
Software provider MaestroQA provides customer service teams with quality control tools. It assists businesses in transforming their customer service division from one that is seen as an expense into one that stimulates development and fosters customer satisfaction. Additionally, the business provides a wide range of capabilities to enhance customer service, including tight security and compliance, workflow automation, customisable scorecards, agent dashboards, and interfaces with data warehouses. MaestorQA was established in 2013 and has its main office in New York, NY, in the US.
AI-first consumer experiences created for the relationship economy are offered by Netomi. 80% of typical customer service enquiries are automatically resolved by Netomi's AI-powered virtual agents, which decrease response times, boost customer happiness and improve support quality while cutting costs. The unique, no-code technology supports more than 100 languages and functions across messaging, chat, email, and phone. With headquarters in San Mateo, Netomi also maintains operations in India, Toronto, and New York.
A straightforward cloud-based software program called Oak was developed to improve employee satisfaction and assist companies in getting the most from their workforces. Businesses and organizations wishing to connect their workers utilize Oak across several sectors. They collaborate with some of the top brands in the world to assist them in achieving unprecedented levels of worker engagement and business connectedness. Oak's workplace collaboration software has provided its clients with the resources they need to bring their teams together and operate more effectively as a unit, including Five Guys, Aldi, ITV, and River Island.
Property management firms may use Opiniion, an automated application, to gather genuine real-time input from residents. With the use of the application, they may poll current and former inhabitants, gather additional online evaluations, and quickly pinpoint any major problems with a certain home. Opiniion can assist increase retention and income by putting a strong emphasis on the resident experience. Opinion helps businesses to obtain insightful client feedback. Additionally, it enables them to resolve disputes and address complaints from clients.
PayTic enables payments issuers to manage their card programs by providing dedicated back-office solutions that streamline the end-to-end operations in customer support, chargebacks, fraud, AML, reporting, and reconciliation. Our proprietary solutions are unique in automating and centralizing the program management processes, regardless of the number of processors and the payment networks involved in the payments products. We impact payments providers by eliminating the defragmented and manual processes and replacing them with a SaaS platform that increases proactivity, mitigates risks, and delivers value. It reduces the burn rate to near 0 in operational costs and offers an unprecedented competitive advantage. PayTic is introducing the Zero Ops model in managing payments.
Planhat is a customer platform built to give insights, manage workflow and drive customer experience. Planhat is helping hundreds of modern technology companies worldwide center their business around their customers in order to maximize customer success and customer lifetime value. Built for everyone from the CSM to the C-Suite, the platform allows you to unify your customer data, to set goals and ideal outcomes, and to enhance the customer journey with features like playbooks, automation and collaboration. The company was founded in Stockholm, Sweden in 2014 and has a team of 100+ people across Europe, North America, South America, and APAC. Read more at www.planhat.com.
Playvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. We deeply understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating solutions that help our customers unlock the full potential in every employee and every interaction. Playvox powers the world's fastest-growing brands. Our agent-empowering suite of workforce management, quality assurance, performance, learning, customer AI, and gamification lives seamlessly in the modern support operations ecosystem with platforms like Amazon Connect, Salesforce, Slack, ServiceNow, and Zendesk.
Rocketlane is creating an integrated workspace so that users may work together on onboarding initiatives. Rocketlane facilitates async and real-time customer communication and collaboration across projects. Visibility, consistency, customer experience, cooperation, and productivity are some of its characteristics. It was introduced in 2020, and its headquarters are in Walnut, California, in the US.
SessionStack records every (un)predicted user activity to leave no blind spots on product usage, finding new conversion chances, and instantly validating your growth ideas. It does this through its auto-capture features and retroactive data history. From a user's session replay to the segmentation of frequent behaviors, to tracking their trends in charts, and comparing user groups in funnels, SessionStack offers a comprehensive process for digital experience research. Co-browsing and live collaboration tools guarantee immediate customer success. Replaying a session while using development tools speeds up issue reproduction. The SessionStack DXI platform increased the effectiveness of the whole team, leading to quicker product growth.
Vernacular.ai is an AI-first SaaS company with the goal of putting an end to unpleasant contact center experiences. By automating contact center inquiries, we assist businesses in improving the customer experience through intelligent voice chats. Our Voice AI-powered call center automation technology, VIVA (Vernacular Intelligent Voice Assistant), aids businesses in streamlining contact center operations and enhancing customer experience and engagement. With the aid of our voice recognition engine and natural language understanding technology, you can now always have conversations that sound human and improve the efficiency of your self-service.
Spiral is a software firm that specializes in developing AI-based solutions for reading client comments.
Supportbench is a customer service platform that helps companies deliver an amazing customer experience. Supportbench unlocks the potential of support teams by giving them a canvas to create and execute their vision of how best to support their customers.
Talkdesk offers an enterprise contact center platform that allows companies to make the customer experience a competitive advantage. With its performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity, and cost savings. Over 1,400 innovative enterprises around the world, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions. The San Francisco, California-based company was formed by Cristina Fonseca and Tiago Paiva in 2011.
Totango is a customer success company that develops a platform to track customer engagement and referrals. It is an enterprise customer success solution that enables companies to align around their customers to increase loyalty and customer lifetime value. Its solution connects all customer information so companies can proactively and intelligently engage with their customers to drive adoption, retention, and expansion.
Tuvis (formerly Whatslly) is the first comprehensive platform connecting individual and business WhatsApp with Salesforce, enabling the messaging service to play a critical role in engaging customers. It leverages AI-based routing technology to enable customers to start 1:1 WhatsApp chats with real agents based on their interests, language and history. For agents, it provides an Agent UI that shows the contact's data and enables them to instantly create new leads and copy chats into Salesforce directly from WhatsApp. Provided as a SaaS solution with zero-touch onboarding and operating processes.
The world has changed. Enterprises are re-imagining customer engagements on social and messaging channels preferred by their customers, thereby enabling structure in an inherently unstructured medium. We enable business transactions over instant messaging and traditional digital channels. We orchestrate end-to-end fulfillment via digital customer journeys, powered with intelligent business process automation, across banking, financial services, insurance, healthcare, retail, logistics, travel, and other industries. Conversational flows where customers choose their service, intent-driven communications via AI/NLP (natural language processing) engines, seamless transfer to live agents where human intervention is required, dynamic rich cards to improve user experience – all enable hyper-personalization, elevate customer experience, improve customer loyalty, increase revenue, and lower both customer acquisition and service costs. Twixor is headquartered in Singapore, with offices pan-India, and serving a global client base, several of who are in the Fortune 500. Using patented technology, Twixors’ low-code no-code omnichannel messaging and intelligent automation platform enables enterprises with customer acquisition, engagement and transaction solutions over all traditional digital (websites, SMS, email, QR codes) and new instant messaging channels (WhatsApp, FB Messenger, RCS, Telegram and more). We invite you to join us on this journey of accelerated digital transformation.
Ushur is a cloud-based automation platform that automates service workflows in both the backend process and conversational interfaces.The company develops intelligent automation solutions that include, Ushur Virtual Customer Assistant, smart technology that automates proactive member, claimant, agent, or broker communications across virtually any channel, reaching out to customers, understanding what they need, and automatically taking the next steps; Ushur SmartMail, a software that allows insurers to process high-volumes of the customer, agent and broker email automatically, allowing carriers to respond faster and efficiently; Ushur Flowbuilder, the web-based no-code builder allows claims, broker services, and customer support teams to build, deploy and track rich digital engagements that improve business agility and the customer experience while minimizing the burden on IT. By leveraging the company's Robotic Process Automation (RPA) and Language Intelligence Service Architecture (LISA), insurance companies can accelerating capital and time-intensive processes like claims, customer support, billing, and enrollment to digitally transform service workflows.
The audiovisual platform for business is called Watchity. With features like invites, registrations, email reminders, audience engagement, and video analytics, brands and businesses of all sizes use Watchity to produce and broadcast expert live content for webinars, hybrid events, social media, and more. The engaging content, audience involvement through the most effective channel, and conversion of audience engagement into business outcomes make Watchity-powered events stand out.
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