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Greycroft leads $3.5M into Breef, an online marketplace for ad agencies
Breef raised $3.5 million in funding to continue developing what it boasts as “the world’s first online marketplace” for transactions between brands and agencies.
Greycroft led the round and was joined by Rackhouse Ventures, The House Fund, John and Helen McBain, Lance Armstrong and 640 Oxford Ventures. Including the new round, the New York and Colorado-based company has brought in total funding of $4.5 million since its inception in 2019 by husband-and-wife co-founders George Raptis and Emily Bibb.
Bibb’s background is in digital marketing and brand building at companies like PopSugar, VSCO and S’well, while Raptis was on the founding team at fintech company Credible.com.
Both said they experienced challenges in finding agencies, which traditionally involved asking for referrals and then making a bunch of calls. There were also times when their companies would be in high demand for talent, but didn’t necessarily need a full-time employee to achieve the goal or project milestone.
While the concept of outsourcing is not new, Breef’s differentiator is its ability to manage complex projects: a traditional individual freelance project is less than $1,000 and takes a week or less. Instead, the company is working with team-based projects that average $25,000 with a length of engagement of about six months, Raptis said.
Breef’s platform is democratizing how brands and boutique agencies connect with each other in the process of planning, scoping, pitching and paying for projects, Raptis told TechCrunch.
“At the core, we are taking the agency online,” Bibb added. “We are building a platform to streamline a complicated process for outsourcing high-value work and allow users to find, pay for and work with agencies in days rather than months.”
Brands can draft their own brief to articulate what they need, and Breef will connect them to a short list of agencies that match those requirements. Rather than a one- or two-month search, the company is able to bring that down to five days.
Bibb and Raptis decided to seek venture capital after experiencing demand — millions of dollars in projects are being created on the platform each month — and some tailwinds from the shift to remote work. They saw many brands that may have originally utilized in-house teams or agencies of record turn to distributed or smaller teams.
Due to the nature of agency work being expensive, Breef is processing large amounts of money over the internet, and the founders want to continue developing the technology and hiring talent so that it is a secure and trustworthy system.
It also launched its buy now, pay later project funding service, Breef(pay), to streamline payments to agencies and reduce cash flow challenges. Users can construct their own payment terms, mix up the way they are paid and utilize a credit line or defer payments to control external spend.
To date, Breef has more than 5,000 vetted boutique agencies in 20 countries on its platform and is able to save its users an average of 32% in product costs compared with a traditional agency model. It boasts a customer list that includes Spotify, Brex, Shutterstock, Bluestone Lane and Kinrgy.
Kevin Novak, founder of Rackhouse Ventures, said he met Raptis through the Australian tech community. He recently launched his first fund targeting startups in novel applications of data.
“When they were talking to me about what they wanted to do, I got intrigued,” Novak said. “I like finding marketplaces where the idea is well understood by the people involved. Looking at the matching problem, Emily and George have found a unique way to find ad agencies that hasn’t existed before.”
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Ditto raises $1.5 million to help teams collaborate on copy
Even as remote software uptake has boomed during the pandemic, certain workflows have gotten prioritized for specialized toolsets while other team members have been left piecemealing their productivity. Employees designing the copy that directs users and encapsulates company messaging have been particularly forgotten at times, say the founders of Ditto, a young startup building software focused on finding a “single source of truth” for copy.
The startup was in Y Combinator’s winter 2020 batch (we selected it as one of our favorites from the class); now Ditto’s founders tell TechCrunch the team has raised a $1.5 million seed round from investors including Greycroft, Y Combinator, Soma Capital, Decent Capital, Twenty Two VC, Holly Liu and Scott Tong, among others.
While copy workflows are often very messy when it comes to design and implementation, even the most-organized teams are often left scouring through meandering email threads, screenshot dumps and slack DMs with disparate teams. The founders behind Ditto hope that their software can give copy teams the home they deserve to keep everything organized and synced across projects and applications, ensuring that language is actually finalized and ready to ship when the time comes.
The company’s founders Jessica Ouyang and Jolena Ma were Stanford roommates who saw a lingering opportunity to build a toolset that prioritized copy as its own vertical.
“It’s so easy to couple text with where it lives, like you may think of it as part of the design so a lot of writers have to manage it inside toolsets for design or you may already think of it as part of development so writers end up having to go into the codebase and figure out how to code or manage JSON even though they’re content designers,” Ouyang tells TechCrunch.
Out of the gate, Ditto has been built for Figma, meaning users can easily export text blocks from designs in the app and rework them inside the Ditto web app, pushing updates without having to dig through the designs themselves. The founders say they are currently working on building out integrations for Sketch and Adobe XD as well. Inside the Ditto web app users can access change logs and update the status of particular pieces of text inside a project so that approvals are always certain.
“We find there’s a lot more opportunity to integrate into all of the places where copy is being worked on,” Ma tells us. “We have a lot more we’re hoping to do with our developer integrations and just integrating to all of those places where copy lives, places like A/B testing, internationalization, localization and other workflows.”
Copy development has plenty of stakeholders and the team is looking to experiment with pricing tiers that address that. For now they split up users into editors and commenters paying $15 and $10 monthly (priced annually), respectively, on the startup’s Teams plan. Ditto has a free tier for teams of two, as well as pricing designed for larger enterprise clients.
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Knox Financial raises $10M to take the pain out of being a landlord
We’ve all heard the phrase “passive income” to describe how people can make money by owning rental properties. Many Americans would love to passively earn money, but the process of becoming a landlord can be intimidating and complicated.
I mean, how many people have looked back and wished they hadn’t sold a property after seeing its value rise years after selling it?
And those who are already landlords can get overwhelmed by the complexities of managing properties.
One startup out of Boston, Knox Financial, aims to help people identify and manage residential rentals with its algorithm-based platform, and it’s raised a $10 million Series A to help it further that goal. Boston-based G20 Ventures led the round, which included participation from Greycroft, Pillar VC, 2LVC, and Gaingels.
The investment brings Knox’s total raised since its inception in 2018 to $14.7 million. The company closed on a $3 million seed round in January 2020, led by Greycroft.
Knox co-founder and CEO David Friedman is no stranger to startups. He founded Boston Logic — an integrated marketing platform and online marketing services for real estate offices and agents — in 2004. He sold that company (now under the name Propertybase) to Providence Equity for an undisclosed amount in 2016.
Knox launched its platform in March of 2019, with the goal of offering homeowners who are ready to move “a completely hands-off way” of converting a home they’re moving out of into an investment property. It also claims to help landlords more easily and efficiently manage their rentals.
At the time of its seed round early last year, the company was only operating in the Boston market and had 50 units on its platform. It’s now operating in seven states, has “hundreds” of investment properties on its platform and is overseeing a portfolio of more than $100 million.
So how does it work? Once a property is enrolled on Knox’s “Frictionless Ownership Platform,” the company automates and oversees the property’s finances and taxes, insurance, leasing and legal, tenant and property care, banking and bill pay.
Knox also has developed a rental pricing and projection model for calculating the investment rate of return a property will produce over time.
Image Credits: Knox Financial
“We save investors a lot and almost always make their portfolios more profitable,” Friedman said. “If someone is moving or upsizing, we can turn properties into incredible ROI generators or cash flow.”
The company’s revenue model is simple.
“When a dollar of rent moves through our system, we keep a dime,” Friedman told TechCrunch. “We align our interests with our customers. If there’s no rent coming in, we’re not making money. Or if a tenant doesn’t pay rent, we don’t make money.”
Knox plans to use its new capital to continue expanding geographically and getting the word out to more people.
“We want to become the de facto platform for real estate investment acquisition and ownership,” Friedman said. “And we have to be coast to coast to really do that for everybody. So, we’re still very early in our growth trajectory.”
Bob Hower, co-founder and partner of G20 Ventures, shared that weeks after his college graduation, he had bought a fixer upper with his mother’s help. A week after finishing renovations, he put the house on the market. Over the subsequent five months, he gradually reduced the price as the market softened, and eventually the property sold at a small profit.
“That house now is worth a multiple of what I paid for it,” Hower recalls. “In hindsight, the mistake I made was deciding to sell the house at all.”
That experience helped Hower appreciate what he describes as a “clarity of thinking” in Knox’s business model.
“Had Knox existed decades ago, I’d likely still have that fixer-upper I bought after college,” he said. “Investing platforms such as Betterment have collapsed multiple advising and optimization activities into a simple single-sign-on service, and Knox is the first company to apply this type model to residential real estate investing.”
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New York’s David Energy has raised $4.1 million to ‘build the Standard Oil of renewable energy’
“We intend to build the Standard Oil of renewable energy,” said James McGinniss, the co-founder and chief executive of David Energy, in a statement announcing the company’s new $19 million seed round of debt and equity funding.
McGinniss’ company is aiming to boost renewable energy adoption and slash energy usage in the built environment by creating a service that operates on both sides of the energy marketplace.
The company combines energy management services for commercial buildings through the software it has developed with the ability to sell energy directly to customers in an effort to reduce the energy consumption and the attendant carbon footprint of the built environment.
The company’s software, Mycor, leverages building demand data and the assets that the building has at its disposal to shift user energy consumption to the times when renewable power is most available, and cheapest.
It’s a novel approach to an old idea of creating environmental benefits by reducing energy consumption. Using its technology, David Energy tracks both the market price of energy and the energy usage by the buildings it manages. The company sells energy to customers at a fixed price and then uses its windows into energy markets and energy demand to make money off the difference in power pricing.
That’s why the company needed to raise $15 million in a monthly revolving credit facility from Hartree Partners. So it could pay for the power its customers have bought upfront.
Image Credits: Getty Images
There are a number of tailwinds supporting the growth of a business like David Energy right now. Given the massive amounts of money that are being earmarked for energy conservation and energy efficiency upgrades, companies like David, which promise to manage energy consumption to reduce demand, are going to be huge beneficiaries.
“Looking at the macro shift and the attention being paid to things like battery storage and micro grids we do feel like we’re launching this at the perfect time,” said McGinniss. “We’re offering [customers] market rates and then rebating the savings back to them. They’re getting the software with a market energy supply contract and they are getting the savings back. Bringing that whole bundled package together really brings it all together.”
In addition to the credit facility, the company also raised $4.1 million in venture financing from investors led by Equal Ventures and including Operator Partners, Box Group, Greycroft, Sandeep Jain and Xuan Yong of RigUp, returning angel investor Kiran Bhatraju of Arcadia and Jason Jacobs’ recently launched My Climate Journey Collective, an early-stage climate tech fund.
“Renewable energy generators are fundamentally different in their variable, distributed, and digitally-native nature compared to their fossil fuel predecessors while customer loads like heating and driving are shifting to electricity consumption from gas. The sands of market power are shifting and incumbents are poorly-positioned to adapt to evolving customer needs, so there’s a massive opportunity for us to capitalize.”
Founded by McGinniss, Brian Maxwell and Ahmed Salman, David Energy raised $1.5 million in pre-seed financing back in March 2020.
As the company expands, its relationship with Hartree, an energy and commodities trading desk, will become even more important. As the startup noted, Hartree is the gateway that David needs to transact with energy markets. The trader provides a balance sheet for working capital to purchase energy on behalf of David’s customers.
“Renewables are causing fundamental shifts in energy markets, and new models and tools need to emerge,” said Dinkar Bhatia, co-head of North American Power at Hartree Partners. “James and the team have identified a significant opportunity in the market and have the right strategy to execute. Hartree is excited to be a commodity partner with David Energy on the launch of the new smart retail platform and is looking forward to helping make DE Supply the premier retailer in the market,” said McGinniss.
David now has retail electricity licenses in New York, New Jersey and Massachusetts and is looking to expand around the country.
“David Energy stands to reinvent the way that hundreds of billions of dollars a year in energy are consumed,” said Equal Ventures investor Rick Zullo. “Business model creativity and finding ways to change user behavior with new models is just as important if not more important than the technology innovation itself.”
Zullo said his firm pitched David Energy on leading the round after years of looking for a commercial renewable energy startup. The core insight was finding a service that could appeal not to the new construction that already is working with top-of-the-line energy management systems, but with the millions of square feet that aren’t adopting the latest and greatest energy management systems.
“Finding something that will go and bring this to the mass market was something we had been on the hunt for really since the inception of Equal Ventures,” said Zullo.
The innovation that made David attractive was the business model. “There is a landscape of hundreds of dead companies,” Zullo said. “What they did was find a way to subsidize the service. They give away at low or no cost and move that in with line items. The partnership with Partree gives them the opportunity to be the cheapest and also the best for you and the highest margin regional energy provider in the market.”
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Podchaser raises $4M to build a comprehensive podcast database
Podchaser, a startup building what it calls “IMDB for podcasts,” recently announced that it has raised $4 million in a funding round led by Greycroft.
In other words, it’s a site where — similar to the Amazon-owned Internet Movie Database — users can look up who’s appeared in which podcasts, rate and review those podcasts and add them to lists. In fact, CEO Bradley Davis told me that the startup’s “vibrant, exciting community of podcast nerds” have already created 8.5 million podcast credits in the database.
Davis said this is something he simply wanted to exist and was, in fact, convinced that it had to exist already. When he realized that it didn’t, he posted on Reddit asking whether anyone was willing to build the company with him — which is how he connected with his eventual co-founder and CTO Ben Slinger in Australia. (Podchaser is a fully distributed company, with Davis currently based in Oklahoma City.)
To be clear, Davis doesn’t think podcast nerds are the only ones taking advantage of the listings. Instead, he suggested that it’s useful for anyone looking to learn more about podcasts and discover new ones, with Podchaser’s monthly active users quintupling over the past year.
For example, he said that one of the most popular pages is politician Pete Buttigieg’s profile, where visitors don’t just learn about Buttigieg’s own podcast but see others on which he’s appeared. (You can also use Podchaser to learn more about TechCrunch’s Equity, Mixtape and Original Content podcasts, though those profiles could stand to be filled out a bit more.)
There has been endless discussion about how to fix podcast discovery, and while Davis isn’t claiming that Podchaser will solve it wholesale, he thinks it can be part of the solution — not just through its own database, but through the broader Podcast Taxonomy project that it’s organizing.
“I think if we are successful at standardizing a lot of the terminology, and if we do an analysis of all podcasts, of how popular they are, that [will help many listeners] to cull and find the good stuff,” he said.
Podchaser plans to add new features that will further encourage user contributions, like a gamification system and a discussion system.
While the consumer site is free, the startup recently launched a paid product called Podchaser Pro, which provides reach and demographic data across 1.8 million podcasts. It also monetizes by providing podcast players with access to its credits through an API.
Davis said the startup was “lucky” that it decided to build a database that’s “agnostic” from any specific podcast player.
“So we had a lot of latitude to work with those platforms, we integrate with many of those platforms and you’re going to see a lot of our credits showing up [in podcast players],” he said.
In addition to Greycroft, Advancit Capital, LightShed Ventures, Powerhouse Capital, High Alpha, Hyde Park Venture Partners and Poplar Ventures also participated in the round, as did TrendKite founder A.J. Bruno, Ad Results Media CEO Marshall Williams and Shamrock Capital Partner Mike LaSalle.
“Even in the face of a pandemic, the podcast market continues to grow at a breakneck pace,” said Greycroft co-founder and chairman Alan Patricof in a statement. “The demand from consumers and brands is insatiable. Podchaser’s data and discovery tools are crucial to taking podcasting to new heights.”
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Leena AI nabs $8M Series A as it expands from chatbots to HR service platform
When we covered Leena AI as a member of the Y Combinator Summer 2018 cohort, the young startup was firmly focused on building HR chatbots, but in the intervening years it has expanded the vision to a broader HR policy platform. Today, the company announced an $8 million Series A led by Greycroft with help from several individual industry investors.
Company CEO and co-founder Adit Jain says that in 2018 the company was concentrating on building an intelligent virtual assistant for HR-related questions. It allowed employees to ask the bot questions like how many vacation days they have left or what holidays they have off this year.
Over the last couple of years since leaving Y Combinator, the company has moved into broader HR service delivery. “So I’m talking about having an intelligent case management, knowledge management and document management system, which is backing the virtual assistant as well,” Jain explained.
He says that users should think of it as an entire system where the chatbot is the user interface for employees to interact with the HR information on the back end. For example, he says that the knowledge management component is where the chatbots find the answers to questions, and as employees interact with the chatbot, it grows more intelligent based on the feedback from them.
The document management piece enables HR to write or import HR policies and the case management system comes into play when the situation is too complex for the chatbot to handle and it has to be escalated to a human HR representative.
When we spoke to Jain in September 2018 at the time of his startup’s $2 million seed round, he had 16 customers and hoped to have 50 in the next 12-18 months. Today the company has 100 enterprise customers with 300,000 employees using the platform worldwide.
In fact, the pandemic has fueled business with more than half of those customers coming on board this year. He says this is because companies are looking for ways to digitize processes like HR as employees are working from home more.
“This is a trend that’s going to continue as organizations have realized the value of doing things with more and more digital applications taking care of your processes […] especially mundane, repeatable tasks being handed over to technology more and more,” Jain said.
As the business has grown this year, the company has expanded from 30 to 75 employees and he hopes to double that number in the next year. As he does, he has discussed with his lead investor how to build a diverse and inclusive culture at Leena AI .
One thing he is trying to do is raise some money from a diverse group of investors, approximately $400,000, and his hope is that these diverse investors can help him build solid diversity programs as he adds employees to his growing company.
That the startup hasn’t only grown during these turbulent times, but thrived, shows that companies are looking to modernize every part of the enterprise technology stack, and that includes HR.
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Kandji hauls in $21M Series A as Apple device management flourishes during pandemic
Kandji, a mobile device management (MDM) startup, launched last October. That means it was trying to build the early-stage company just as the pandemic hit earlier this year. But a company that helps manage devices remotely has been in demand in this environment, and today it announced a $21 million Series A.
Greycroft led the round, with participation from new investors Okta Ventures and B Capital Group, and existing investor First Round Capital. Today’s investment brings the total raised to $28.4 million, according to the company.
What Kandji is building is a sophisticated zero-touch device management solution to help larger companies manage their fleet of Apple devices, including keeping them in compliance with a particular set of rules. As CEO and co-founder Adam Pettit told TechCrunch at the time of his seed investment last year:
We’re the only product that has almost 200 of these one-click policy frameworks we call parameters. So an organization can go in and browse by compliance framework, or we have pre-built templates for companies that don’t necessarily have a specific compliance mandate in mind.
Monty Gray, SVP of corporate development at Okta, says Okta Ventures is investing because it sees this approach as a valuable extension of the company’s mission.
“Kandji’s device management streamlines the most common and complex tasks for Apple IT administrators and enables distributed workforces to get up and running quickly and securely,” he said in a statement.
It seems to be working. Since the company’s launch last year it reports it has gained hundreds of new paying customers and grown from 10 employees at launch to 40 today. Pettit says that he has plans to triple that number in the next 12 months. As he builds the company, he says finding and hiring a diverse pool of candidates is an important goal.
“There are ways to extend out into different candidate pools so that you’re not just looking at the same old candidates that you normally would. There are certain ways to reduce bias in the hiring process. So again, I think we look at this as absolutely critical, and we’re excited to build a really diverse company over the next several years,” he said.
Image Credits: Kandji
He notes that the investment will not only enable him to build the employee base, but also expand the product too, and in the past year, it has already taken it from basic MDM into compliance, and there are new features coming as they continue to grow the product.
“If someone saw our product a year ago, it’s a very different product today, and it’s allowed us to move up market into the enterprise, which has been very exciting for us,” he said.
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Greycroft, Lerer Hippeau and Audible back audio measurement startup Veritonic
Veritonic is announcing that it has raised $3.2 million in Series A funding led by Greycroft, with participation from Lerer Hippeau and Amazon-owned audiobook service Audible.
CEO Scott Simonelli, who founded the New York startup with COO Andrew Eisner and CTO Kevin Marshall, told me that his goal is to create a new category of “audio intelligence” — namely, measuring and predicting the effectiveness of any piece of audio content or advertising.
The company is focused on marketing initially, with its first product, Creative Measurement, analyzing any audio ad and showing marketers how it scores compared to similar content, as well as identifying which parts of the audio are most effective. And Veritonic is launching a new product, Competitive Intelligence, which helps businesses see how and where their competitors are spending on advertising and provides alerts when those competitors launch a new ad.
Simonelli said that until now, audio measurement has been limited to things like creating audience panels with a few hundred people, which simply doesn’t scale, given the enormous growth in the audio market.
Veritonic, on the other hand, has analyzed thousands of audio files, correlating the content with data about how people responded and using that analysis to predict how people will respond to new audio. Simonelli said the company can add more “fuel” by going out and gathering more human response data, but even without additional data, it can provide an instant prediction on an ad or campaign’s effectiveness.
Image Credits: Veritonic
Simonelli also noted that Veritonic has spent the past five years developing technology that’s specifically attuned to the challenges of measuring audio effectiveness — like the fact that audio is experienced over time and, even more than other media, needs to be memorable.
“We can look at a sonic profile and predict and evaluate how somebody is going to respond,” he said.
The ultimate goal, he added, is to create the “benchmark for audio advertising,” which means working with a variety of players in the industry. For example, he said that when you look at other audio investments in Greycroft’s portfolio (such as podcast network Wondery or podcast analytics company Podsights): “Veritonic makes every one of those audio investments more valuable.”
Veritonic’s made pretty good progress on that goal already, with partners including Pandora, SiriusXM and NPR, and brand clients like Pepsi, Visa and Subway. It was previously backed by Newark Venture Partners (whose founder Don Katz previously founded Audible).
“We are excited to be a part of Veritonic’s continued growth and success,” said Greycroft’s Alan Patricof in a statement. “I’m personally very passionate about the future of voice, and the team at Veritonic deeply understands how to use audio to drive recall, stickiness and brand awareness — which is hugely important in a highly-competitive consumer brand landscape.”
Simonelli added that Veritonic will use the new funding to expand its data science and sales teams. Eventually, he hopes to start analyzing non-advertising content as well — for example, since Audible is an investor, he said, “Analyzing every audiobook on the planet is something we’re ready for and excited to do.”
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Openpath’s security system for physical access gets a $36 million boost
Openpath, the developer of software-based security systems for office access, has raised $36 million in new financing as businesses try to find ways to make employees feel more comfortable about coming back to work.
The round was led by Greycroft, which had been following the company’s progress for years, and included participation from strategic investors like Okta Ventures, the venture capital investment arm of Lincoln Property Companies, Allegion Ventures and Sentre, and included follow-on from existing investors.
For the greater Los Angeles-based Openpath, the new funding offers a chance to boost its sales and marketing efforts and develop new security-focused products for companies and property managers trying to woo tenants back to the shared office space during a global pandemic.
“Openpath is clearly one of the most innovative companies in PropTech. Their solution has been rapidly accepted by the market and it’s clear to me they will be the leading access security platform for the built world, ” said Mark Terbeek, a partner at Greycroft, in a statement. “We have followed this team closely since their launch and preempted their fundraise plans, along with a host of important strategic investors, to lead this new round of capital. We are thrilled to be an investor as they execute on their ambitious road map and bring critical new solutions to a marketplace suddenly impacted by COVID-19.”
According to Openpath, Greycroft made it clear that they wanted to pre-empt any fundraising process the company would have attempted later in the year, so the firm and the company began to work on a round over the past quarter — even as the COVID-19 epidemic was spreading in the U.S.
Openpath also noted that the strategic partners involved in the round had worked with the company for at least a year, leading to a relatively smooth investment process.
What’s attractive to the investors — and to potential customers — is likely the company’s deep integration with Okta for digital identification and the use of the mobile-based credential and permission-based software that gets rid of the need for key cards or physical identifiers. Both Hines and Lincoln Property Company use the service to give landlords and tenants control over who can access properties.
The new funding offers Openpath a chance to boost its sales and marketing efforts and develop new security-focused products for companies and property managers trying to woo tenants back to the shared office space during a global pandemic.
The argument from Openpath’s chief executive Alex Kazerani is that as more workers push for flexible work schedules that incorporate an office and remote work, companies will need more controls over access.
“Our technology offers instant mobile credentials, virtual guest passes, remote unlock capabilities, and accommodate [sic] schedule management to comply with social distancing,” he wrote in an email. “Being able to manage the security of your building and employees while you are remote is crucial.”
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Frame AI raises $6.3M Series A to help understand customers across channels
Frame AI, a New York City startup that uses artificial intelligence and machine learning to help companies understand their customers better across multiple channels, announced a $6.3 million Series A investment today.
G20 Ventures and Greycroft led the round together. Bill Wiberg, co-founder and partner at G20, will join Frame’s board under the terms of the deal. The total raised with an earlier seed round is over $10 million, according to the company.
“Frame is basically an early warning system and continuous monitoring tool for your customer voice,” Frame CEO and co-founder George Davis told TechCrunch . What that means, in practice, is the tool plugs into help desk software, call center tooling, CRM systems and anywhere else in a company that communicates with a customer.
“We then use natural language understanding to pull out emerging themes and basically aggregate them to account and segment levels so that customer experience leaders can prioritize taking actions to improve their relationships,” Davis explained.
He believes that customer experience leaders are being asked to do more and more in terms of talking to customers on ever more channels and digesting that into useful information for the rest of their company to be responsive to customer needs, and he says that there isn’t a lot of tooling to help with this particular part of the customer experience problem.
“We don’t think they have the right tools to do either the listening in the first place or the analysis. We’re trying to make it possible for them to hear their customers everywhere they’re already talking to them, and then act on that information,” he said.
He says they work alongside customer data platforms (CDPs) like Segment, Salesforce Customer 360 and Adobe Real-time CDP. “We can take the customer voice information from all of these unstructured sources, all these natural language sources and turn it into moments that can be contributed back to one of these structured data platforms.”
Davis certainly recognizes that his company is getting this money in the middle of a health and economic crisis, and he hopes that a tool like his that can help take the pulse of the customer across multiple channels can help companies succeed at a time when a data-driven approach to customer experience is more important than ever.
He says that by continuing to hire through this and building his company, he can contribute to restarting the economic engine, even if in some small way.
“It’s a bleak time, but I have a lot of confidence in New York and in the country, in the customer experience community and in the world’s ability to bounce back strong from this. I think it’s actually created a lot of solidarity that we’re all going to find a lot of new opportunities, and we’re going to just keep building Frame as fast as we can.”
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