
Thankful Raises $12 Million To Help Businesses Boost Their Customer Service Experience
Decerry Donato is a reporter at dot.LA. Prior to that, she was an editorial fellow at the company. Decerry received her bachelor's degree in literary journalism from the University of California, Irvine. She continues to write stories to inform the community about issues or events that take place in the L.A. area. On the weekends, she can be found hiking in the Angeles National forest or sifting through racks at your local thrift store.
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."
Decerry Donato is a reporter at dot.LA. Prior to that, she was an editorial fellow at the company. Decerry received her bachelor's degree in literary journalism from the University of California, Irvine. She continues to write stories to inform the community about issues or events that take place in the L.A. area. On the weekends, she can be found hiking in the Angeles National forest or sifting through racks at your local thrift store.
These 2 Los Angeles Startups Are on the Forefront of a New Space Health Care System
As human space tourism ramps up, and we continue to explore deeper into the cosmos, one alarming fact is becoming more evident: Despite decades of human spaceflight, we still have very limited information about how going to space, or staying there for sustained periods of time, affects our bodies.
So far, flights to low Earth orbit are relatively stable, and thankfully no one has perished on a trip yet. But there’s also more to come; Virgin Galactic is planning more space tourism trips next year and beyond that, longer-term missions like Elon Musk’s pet project to colonize Mars could come with some serious health risks. And, like any mission to space, nearly every variable has to be considered before launch to ensure the people undertaking these journeys are as healthy as possible.
That’s where private industry comes in. There’s a handful of startups that are focused on developing technology to make it easier to monitor human health in space. And while it may seem like a far-away pipe dream, they’ll be the first to tell you that having startups begin to develop health care products for space-related exploration is key to ensuring there aren’t mass casualties.
“The truth is, there is little that is more complex than space, and biology, and these are not things that have fast development times,” said Elizabeth Reynolds, a biologist and director of the Starburst Aerospace Care in Space Challenge. The challenge recently awarded six winning startups (three were local to Southern California) a $100,000 investment from pharmaceutical company Boryung, support for on-orbit experimentation by Axiom, a Houston-based company making private space stations, and acceptance into Starburst’s 13-week accelerator program.
“As we talk about deep space exploration, that is a point where we get into high amounts of cosmic radiation and it's an environment that will kill us,” Reynolds said. “We need solutions that are completely untethered from Earth.” Reynolds said she was “less concerned” about space tourism, and more focused on long-term habitation.
Reynolds did note that there’s one easy option, one that NASA’s relied on heavily up until now: send robots into space to do human work. That’s possible, but she noted, “I cannot imagine a future where we continue to only explore space by robots.”
There’s a myriad of issues that people face when spending long durations of time in space. Some side effects can range from motion sickness to radiation poisoning to heart and muscle atrophy. Others include bodily fluid shifting due to zero gravity, changes in vision, loss of muscle strength and changes in gut biome behavior. Of course, there’s also a host of potential mental side effects too, including depression or anxiety. A 2021 study published in the Journal of Clinical Nursing noted that these effects can also persist even after a person comes back from orbit.
Kay Olmstead, CEO of San Diego-based NanoPharma Solutions, was one of the companies selected by Starburst. She told dot.LA the company is working on a way to deliver drugs to people in space to maximize their effects.
Olmstead told dot.LA., NanoPharma “uses [a] nanocoating method developed by NASA to nanosize drugs to improve biosorption – [the] smaller the particle size, better solubility of [the] drug, hence better absorption into our body which is mostly water.”
The importance of nano-soluble drugs is key, since it could limit side effects that come from typical ingestion of drugs, such as liver and kidney damage, or systemic toxicology (when a drug is absorbed by or distributed to other parts of the body besides the specific target area), Olmstead explained.
She added that NanoPharma is working on using vacuum pressure in low Earth orbit to deliver drugs to diseased organs without needles, a potential groundbreaking solution since right now, most life-saving drugs need to be administered via IV and that’s “not suitable for space travelers.” Instead, NanoPharma is working to patent several methods of drug delivery including a nano-nasal spray and a nano-inhaler.
Olmstead noted that there’s a number of companies working on private space stations – besides Axiom, she also cited Northrop Grumman, Nanoracks and Sierra Space, who all have “grand plans of infrastructure building in space for private space travelers and in-space manufacturing.”
There’s a couple dueling local companies with ambitions to build private space stations as well: Vast Space, and Orbital Assembly.
Olmstead noted that there will have to be construction workers in space overseeing building of these outposts, and added, “Care for these space travelers and workers is the most important concern of these aerospace companies aside from the station building/maintenance.” She also said that outposts on the moon, which will likely be built after stations in low Earth orbit, come with “even more severe health hazards.”
Another local startup that won the Starburst challenge was Vibo Health. Based in Los Angeles and led by physicist and CEO Gil Travish, Vibo develops wearable health tracking technology that uses wrist scanning to give users insight into their health, with the goal of finding health risks without invasive tests.
Right now, Vibo has a growing business terrestrially, but Travish told dot.LA he’s eager to see how the tech could be applied to astronauts. “It is a niche, of course, but it's a growing niche,” Travish said. He noted that Vibo hopes to do in-space testing within the next two years.
For now, though, both Vibo and NanoPharma said they will continue developing and testing their technology on the ground with the goal of bettering patients’ lives here on earth. Travish said he’s optimistic that the work will not only better conditions for space-faring humans, but also unlock information about the human condition.
“It’s not just about going to space, it’s about learning more about ourselves,” Travish said.
Samson Amore is a reporter for dot.LA. He holds a degree in journalism from Emerson College. Send tips or pitches to samsonamore@dot.la and find him on Twitter @Samsonamore.
LA Tech ‘Moves’: Mapp Gains New CPO and CTO, Prodoscore Taps Boeing Exec
“Moves,” our roundup of job changes in L.A. tech, is presented by Interchange.LA, dot.LA's recruiting and career platform connecting Southern California's most exciting companies with top tech talent. Create a free Interchange.LA profile here—and if you're looking for ways to supercharge your recruiting efforts, find out more about Interchange.LA's white-glove recruiting service by emailing Sharmineh O’Farrill Lewis (sharmineh@dot.la). Please send job changes and personnel moves to moves@dot.la.
***
Mapp, a digital marketing tools developer named Eric Lubow as chief product and technology officer. Lubow was most recently vice president of engineering at Thrasio, and previously was a founder and CTO at HealthHive, Mymee, and SimpleReach.
Former Sitecore chief marketing officer Paige O’Neill joined sales enablement platform Seismic as CMO.
Security and compliance automation platform Drata welcomed Matt Hillary as vice president security and chief information security officer (CISO) and Conor Nolen as chief customer officer. Hillary most recently served as SVP, systems and security and CISO at Lumio, while Nolen served as SVP of Customers for Life at Clari.
Cineverse, a streaming and entertainment company, promoted Erick Opeka to president of cineverse, Tony Huidor to chief operating Officer and chief technology officer and appointed Mark Torres as chief people officer. Opeka currently serves as the company’s CSO, Huidor previously served as SVP of product and technology, while Torres worked at companies such as Sony Pictures, Ticketmaster and Variety.
Employee visibility and productivity intelligence software Prodoscore hired veteran technologistRaghu Kopalle as vice president of product and engineering. Most recently, Kopalle served as Boeing’s product leader of airborne software systems.
Wiliot, an IoT platform tapped Antony Yousefian as vice president of climate and circularity. Yousefian held various executive positions at climate technology startups and impact investment funds.
EVgo, a fast charging network for electric vehicles (EVs) added Paul Segal and Jonathan Seelig to its board of directors. Prior to joining, Segal served as Chief Executive Officer of LS Power since 2011, while Seelig co-founded Ridge, a cloud computing platform and Akamai Technologies, Inc., a content delivery network, cybersecurity and cloud service company.
YOOM, a generative AI 3D technology company, appointed Nir David as head of gaming. Prior to this role, David was director of strategic partnerships at Playtika and led key relationships with major platforms such as Meta, Apple, Google, Windows and Amazon.
- LA Tech ‘Moves’: Community Hires New CEO, Bento Box Welcomes President ›
- LA Tech ‘Moves’: Mahmee Welcomes New VP, NINJIO Stacks Exec Team ›
- LA Tech ‘Moves’: SpaceX Taps Former NASA Human Spaceflight Official ›
Decerry Donato is a reporter at dot.LA. Prior to that, she was an editorial fellow at the company. Decerry received her bachelor's degree in literary journalism from the University of California, Irvine. She continues to write stories to inform the community about issues or events that take place in the L.A. area. On the weekends, she can be found hiking in the Angeles National forest or sifting through racks at your local thrift store.