Customer Service
Auto Added by WPeMatico
Samanage raises $20M and makes enterprise play with new Salesforce integration
Samanage, makers of customer service software in the cloud, had a couple of major announcements today. For starters, they got a $20 million investment, and they also announced a major step: the launch of their enterprise product on the Salesforce platform. Let’s start with the funding. The round included money from Carmel Ventures, Gemini Israel Ventures, Marker LLC, Salesforce Ventures… Read More
Powered by WPeMatico
With a $1.5M seed round, Eloquent Labs mixes AI and Mechanical Turk to fix customer service
Keenon Werling would be the first to agree that conversational AI is regularly overhyped. So instead of taking the traditional approach and gloating about a glitzy new deeper learning algorithm to pitch his new venture Eloquent Labs, Werling instead opted to differentiate by optimizing something far more low-tech, people. The startup’s special sauce is embracing a mix of AI,… Read More
Powered by WPeMatico
Salesforce LiveMessage brings messaging to Service Cloud
As more and more people use SMS and messaging apps like Facebook Messenger to interact with friends, it’s only logical that they want to interact with business that way too — and today Salesforce launched LiveMessage, a tool that helps customer service reps manage messaging traffic just like any customer interactions in Service Cloud. For starters, it supports SMS/MMS and… Read More
Powered by WPeMatico
Cogito closes $15M Series B to improve customer support with science
Cogito, a real-time feedback platform for customer service agents, added $15 million to its coffers today in the form of a Series B. This brings the company’s total fundraising to $22.5 million.
The MIT Media Lab spin-off is applying the principles of behavioral science to call centers around the world to improve customer experiences. Cogito compares the characteristics of a current… Read More
Powered by WPeMatico
Zendesk expands beyond the help desk
Zendesk has always been known as a customer service cloud application, and while its focus remains on the customer, it is attempting to expand the mission using data to drive communication and understanding about the customer. The company wants to make sure that everyone involved has the whole picture of the customer experience and hopes to provide assistance whenever and wherever people… Read More
Powered by WPeMatico
Kustomer, founded by Salesforce alums, nabs $12.5M to repair customer care
The need to contact customer support is the bane of many a modern consumer’s existence: not only is it likely that you are doing it because you have a problem that needs fixing, but you are inevitably sucked into a vortex where you have to sit on the phone for ages (or wait in stasis for emailed replies), repeat your details several times to subsequent assistants, and potentially… Read More
Powered by WPeMatico
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. SMS may be 20-year-old technology, but there’s a lot to be said for short bursts of asynchronous exchange of information. Read More
Powered by WPeMatico
Bots may be cool, but DigitalGenius thinks it found a better way
Bots seem to be all the rage this week, thanks to the release of Facebook’s Messenger Bot program at F8, but not everyone sees bots as the way to keep up with the customer service glut. DigitalGenius, a former TechCrunch Disrupt Battlefield finalist, thinks there’s a better way using artificial intelligence and machine learning. The company released an entirely new product this… Read More
Powered by WPeMatico
Salesforce takes on ServiceMax, Microsoft and Oracle with new field service product
Salesforce has its fingers in many pies when it comes to tracking customers, customer service and marketing, but until now it left field service to third parties like ServiceMax. That changed today when the cloud giant announced a new field service product they have dubbed Field Service Lightning. Salesforce licensed parts of their new solution from ClickSoftware for hard bits… Read More
Powered by WPeMatico
Buffer Adds Twitter-Based Customer Service Tools
Buffer is best known as a scheduling tool to help marketing teams schedule content on social media, but with the acquisition of Respondly they signaled a plan to expand its repertoire to cover customer service users. Buffer’s Respond is a tool to help companies reach its audiences, reply to queries, and monitor what’s being said about them. Read More
Powered by WPeMatico