Skip to main content

Gorgias raises $14M to help e-commerce companies deliver faster (and more lucrative) customer service

Gorgias, a startup offering artificial intelligence tools for customer service and support, is announcing that it has raised $14 million in Series A funding.

Co-founder and CEO Romain Lapeyre told me that the startup (whose name is pronounced “gorgeous”) is taking advantage of a broader shift as brands are looking to sell directly to consumers, rather than going through intermediaries like Amazon — for example, he pointed to Nike’s recent decision to pull its products from Amazon.

As brands make this change, Lapeyre (pictured above with his co-founder and CTO Alex Plugaro) said they need a “bundle of tools” to build their online business, and “each little part of the bundle is separate.” So they might create a store with Shopify, accept payments via Stripe — and naturally, Lapeyre believes they should be handling their customer support through Gorgias.

The product integrates with Shopify, using AI and customer data to automate responses to basic questions like, “What’s my tracking number?” By doing this, the business can free customer service representatives from spending most of their time responding to these routine requests, and the customers get faster answers.

Gorgias screenshot

“The automation should just be the very basic questions,” Lapeyre added.

But even when it comes to more complex queries, Gorgias also provides tools that help the customer service representatives to respond more quickly and to upsell customers on additional products and services — Lapeyre said they’re acting as “sales associates rather than customer service agents.”

It seems like this approach is becoming a reality at some of Gorgias’ 2,000 customers — the Groovelife customer service team gets paid a commission based on upselling. At Steve Madden, meanwhile, the customer service team is using automation to respond to 20% of tickets.

Gorgias previously raised $1.5 million in seed funding. The new round was led by Flex Capital, with participation of SaaStr, Alven, CRV, Amplify Partners and Eric Yuan.

Lapeyre said Gorgias will use the money to build out the product with new  features while also bringing on more merchants.

Gorgias Uses Machine Learning To Suggest Customer Support Answers



from Startups – TechCrunch https://ift.tt/37Eq382
Labels:

Comments

Post a Comment

Popular posts from this blog

Axeleo Capital raises $51 million fund

Axeleo Capital has raised a $51 million fund (€45 million). Axeleo first started with an accelerator focused on enterprise startups. The firm is now all grown up with an acceleration program and a full-fledged VC fund. The accelerator is now called Axeleo Scale , while the fund is called Axeleo Capital . And it’s important to mention both parts of the business as they work hand in hand. Axeleo picks up around 10 startups per year and help them reach the Series A stage. If they’re doing well over the 12 to 18 months of the program, Axeleo funds those startups using its VC fund. Limited partners behind the company’s first fund include Bpifrance through the French Tech Accélération program, the Auvergne-Rhône-Alpes region, Vinci Energies, Crédit Agricole, BNP Paribas, Caisse d’Épargne Rhône-Alpes as well as various business angels and family offices. The firm is also partnering with Hi Inov, the holding company of the Dentressangle family. Axeleo will take care of the early stage in...
Post a Comment
Read more

Puls raises $50 million for in-home technical support

A fund affiliated with the Singaporean government has a great interest in making sure that American consumers are getting the tech support they need. Temasek, the multi-billion-dollar investment fund associated with the government in Singapore, has led a $50 million round for  Puls Technologies, Inc. , a San Francisco-based company aiming to be the tech support for American homes and offices. Current investors Sequoia Capital, Red Dot Capital Partners, Samsung NEXT and Viola Ventures all participated in the new financing, alongside additional new investors Hanaco Ventures and Hamilton Lane. Founded only three years ago, Puls pitches a service that can match consumers with the appropriate technician in a little over an hour, any day of the week. The company has built a network of 2,500 technicians in the top 50 cities in the United States, and will provide same-day installation and repair of over 200 products. Some things the company’s technicians can service include smartphon...
Post a Comment
Read more