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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The inspiration for Arkive came from McLeod’s previous company, Omni, a physical storage company acquired by Coinbase in 2019.
“We thought it would always be like utility items and we started getting full sneaker collections, vintage posters, records, comic books that were valuable and we kind of had a panic attack,” McLeod told dot.LA. “The business [Omni] was built around storing bikes, and you can't put a vintage record next to a dirt bike. They just don't store in the same manner.”
McLeod was fascinated by the items and collections that came through the door. To him, it felt like browsing a museum of curated items that everyday people collect.
That’s when McLeod knew he was onto something.
McLeod has built startups before. Past projects included Pagelime, acquired in 2015 by SurrealCMS, and in 2012 LolConnect was acquired by Tencent.
The items in Arkive's collections are hand-selected by members who vote on what items they want to acquire. The organization currently has 300 active users, and there are hundreds on the waiting list. McLeod confirmed to dot.LA that they will increase the number of members admitted to 50 people each week with plans to cap admissions at 1,000 for the first phase. He added that while membership is free today, that will likely change in the future.
People interested in becoming members must apply on Arkive's website, where they will answer individual questions about their interests and occupations.
Arkive's physical, blockchain-inspired museum is coming to Santa Monica.
Courtesy of Arkive
Just as museums have a lobby, Arkive has its “atrium.” In this space, every member enters and registers their cryptocurrency wallets. Once registration is complete, members can vote on the blockchain for the artifact or piece of art they want Arkive to acquire. Prior to voting, to ensure they are well informed, members will have the opportunity to learn about each artifact from the artist, the gallery or the collector who previously held the item.
Since there is a surplus of artifacts around the world, Arkive’s team of curators handpick options that are relevant to the current theme: ”When Technology Was a Game Changer.” While each round of voting is different, McLeod said the voting window for members usually lasts five days (M-F).
Arkive has acquired two items since coming out of stealth mode, the first one being the original patent for the ENIAC – known as the world’s first programmable, electronic general-purpose computer. In addition to ENIAC’s patent, members also voted to acquire Seduction (1985), a vintage print by Lynn Hershman Leeson, which will be part of Arkive’s first public exhibition at the Art Basel Miami Beach in December 2022. Once items are acquired, they will be loaned to museums or galleries to be placed on display for the public to enjoy—at locations Arkive members believe have the most significant cultural impact.
“For instance, the ENIAC patent, we would love it if it lived at the Computer History Museum in San Mateo. If we acquired a Frida Kahlo, we would love it if it was in Mexico City or somewhere that mattered to her art or the family that she was a part of,” McLeod said.
The Santa Monica-based startup announced last week that it raised $9.7 million in a seed funding round led by Offline and TCG Crypto. Other participants included NFX, Freestyle Capital, Coinbase Ventures, Not Boring Capital, Precursor, Chainforest, Coil, Julia Lipton, Joe McCann, Chris Cantino, Marty Bell and Paul Veradittakit.
“People who committed were all the way in and did not hesitate to support and be a part of the journey,” McLeod said. “It got us the right people that are in it for the long haul and really care about not just the business but the potential cultural impact that it could have. So having the right investors to me is more important than just money.”
Some of the funding will be allocated towards expanding the team, but a majority of the capital raised will go into acquiring more artifacts. McLeod said Arkive has three more acquisitions lined up in the next three months, but the eventual goal is to acquire two pieces a month.
Correction: An earlier version of this piece misspelled Thomas McLeod's last name.