Customer service tickets fall into the same few buckets – refunds, refunds or quality control requests. Not only are these repetitive, but they also leave little time for customer involvement in complex questions such as transferring information or helping a customer find the best product for them.
Maja Schaefer and Matt Ciolek, co-founders ZoeThey believe that most repetitive tasks can be done automatically. He founded the company in 2019, combining his experience with both e-commerce startups in both product development and customer survey areas.
“We understand that customer service is not being addressed by existing solutions because implementation was very difficult,” CEO Schaefer told Tech Crunch. “It will take months to implement and then it will be difficult to maintain.”
They suggested client chat bots as a solution to repetitive work, and they had Zovi’s idea after they were given a few weeks to build.
The use of AI-enabled chat bots for customer service is not new. Last year we saw companies like Forethought, Heyday, Cognigy, Landbot and Heyflow funding this area.
However, some competitors require the company to enter responses and other workflow information into the device. Instead, Zoe Zovi X1 technology automatically processes query workflows for a product or brand from the start. The company can analyze data in minutes and tell the customer the percentage of support tickets Zowie can support, in some cases 50%.
Schaefer estimates that chatbots free up to two hours a day for one agent, allowing them to pick up unanswered questions, solve complex issues, and sell additional support. On average, customers are aware of up to 45% more sales, she added.
A.D. After tripled in earnings in 2020 and 2021, the company decided to raise $ 5 million in support of the Gradient Ventures and 10xFounders seed fund, which was attended by Latis CEO Jack Altman, Gisway CEO Marcus Gesway and a return investor. Innovo Venture Partners.
The company is working with over 100 customers, including Giesswein, Zendesk, Shopify and Gorgias. She expects to use the financial support available in the United States and throughout North America for product development, marketing, sales and business development. Zoe currently has 36 employees and plans to double the team this year.
Some of the features that the company wants to expand include automation in as many channels as possible, from web pages to email to WhatsApp and the sales side of the sales journey.
Grarian Ventures’ general partner Darian Shirazi said the company was attracted to Zovin by its short-lived large-scale fundraising and the business its founders were building.
“One of the differences we see when we look at Zovin is that he is the first AI chatbot for e-commerce,” he said. “Others have to provide a knowledge base to answer questions, and some companies don’t have the time to do that.
Sumber artikel : https://techcrunch.com/2022/01/17/gradient-10xfounders-back-zowies-no-code-e-commerce-customer-service-tool/
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