Photo by Glenn Carstens-Peters on Unsplash
Thankful Raises $12 Million To Help Businesses Boost Their Customer Service Experience
Ted Mico created an automated customer service platform that works with companies like Crate & Barrel and subscription box service FabFitFun because he hated chat bots.
His three-year old company Thankful was born after his own experience waiting two weeks to hear back from customer service and throwing his phone in frustration across the room far too many times.
"When it comes to customer service, suddenly when you add technology you end up with some hideous chatbot experience," he said.
Ted Mico is Thankful's co-founder and CEO.
Thankful establishes customer relationships through their service platform routing and tagging help desk tickets. A Thankful AI "agent" fields customer queries via text or email. Mico said that Thankful can resolve up to 50% of all help desk tickets without a human.
Among the companies that use his service are MeUndies, makeup brand Morphe and sock-seller Bombas.
"In each one of our average lifetimes we will spend 43 days, dealing with customer service," Mico said. "All those customer queries we can solve without customer service people being involved, then they can be involved in other things and everybody gets better service."
The Venice-based company announced this week they raised $12 million in Series A funding led by Alpha Edison, a capital firm that invests in early-stage companies using AI, data and behavioral science. In addition, Bonfire, TenOneTen, Greycroft, Omega, and Miramar also invested in this round. The funds will be used to develop the product.
As more shopping is done online, more complaints and problems are being resolved through chat bots and other automated systems. It has swelled the ranks of the customer service industry. Thankful competes with other AI-driven companies including Bay Area competitors Netomi and Forethought.
Thankful charges a platform fee based on volume. Though Thankful is not profitable, there are over 50 brands using the platform.
Mico thinks customer service will be regarded as the most viable sales and marketing channel of the future. Despite many outlets like Yelp using the star rating system helping restaurants and businesses learn about customer's comments and complaints, it isn't quick enough. There's an expectation for immediacy which has been fueled by technology and was heightened by the pandemic.
"Customer service is usually the last thought for most companies and we think that within five years, it will be the first," Mico said. "If you actually think of customer service as the most important thing, that customer journey is sacrosanct."
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Built up with user-owned communities, Niche’s “owner-members” purchase tokens unique to each group. The tokens, which can be exchanged for real currency, can also be used to buy content and attend events on the platform. Gulczynski said distributing ownership among its members re-incentivizes people to invest in smaller, more personal online communities even as it removes ad-driven motivations.
“We saw all the good stuff about Web2, with like connection and facilitating good engagement, but then we also saw the bad of how the larger companies were using that to actually make money,” Gulczynski said. “So I think it's a really unique opportunity now to take that experience and apply it to Web3, so that we can deliver on those promises.”
While at Facebook, Nahapetyan said the company noticed more users turning to private groups and chat threads instead of the ad-heavy news feed.
“It's a big part of why I decided to build Niche because we were like, ‘Okay, people want to be in close-knit spaces around shared identity or interest,” Nahapetyan said. “And if the current apps are not serving that, then there's a huge need that we can fulfill here with what we're doing.”
Niche's company logo
Courtesy of Niche
Crypto scams are easier to pull off on social media, with the FTC stating that Instagram, Facebook and WhatsApp users have lost over $1 billion. As people question the fate of different platforms, Gulczynski said that a platform like Niche has the potential to replace the current social media landscape.
“If we can prove value to like the groups of people that we're going after, we don't have to worry about taking on Meta and Instagram and all that kind of stuff because we'll have made evangelists out of the people that we're providing value for,” Gulczynski said.
Mainstream social media sites are also exploring Web3—Snapchat is testing a feature that would allow users to incorporate NFTs into lenses, and Twitter allows paying subscribers to use NFTs as profile photos.
Even as crypto faces increased scrutiny and creators grow wary of promoting it, there are a growing number of social platforms dedicated to Web3. NBA player Spencer Dinwiddie’s Web3 social media app Calaxy recently raised $26 million while Message seeks to give online chatting the Web3 treatment.
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