Customer engagement software
Updated: January 26, 2021
2021. SalesLoft raises $100M for its AI-based sales platform
SalesLoft, a sales platform that provides AI-based tools to help salespeople run their sales process virtually — from finding and following up on leads, through to helping them sell with virtual coaching tools, and then assisting in the post-sales process — has closed $100 million in funding. The company originally was focused on the mid-market, but that has changed with more larger enterprises also coming on board. Google, LinkedIn (which backs SalesLoft and is in a strategic partnership with it), Cisco, Dell and IBM are all customers. The company competes against a plethora of others, including Clari, Chorus.ai, Gong, Conversica, Afiniti and Outreach, as well as biggies like Salesforce.
2020. GetAccept raises $20M to expand its sales platform for SMBs
All-in-one digital sales platform GetAccept, which wraps in video, live chat, proposal design, document tracking and e-signatures, has now raised $20 million in Series B funding. GetAccept integrates into a company’s sales pipeline through technology partnerships with CRM and sales automation platforms, including Salesforce, HubSpot, Microsoft Dynamics 365 and others. It’s pitched as an all-in-one sales platform that competes with several separate tools, including well-financed solutions like DocSend, PandaDoc, Showpad, Highspot, DocuSign and Adobe Sign. Their “sales pitch’ is that companies can do all of the things in those products, but the single GetAccept platform is actually geared toward to sales reps and includes the important features that help sales reps to actually move deals forward.
2020. iKala, an AI-based customer engagement platform, raises $17M
Taiwanese startup iKala, which offers an artificial intelligence-based customer acquisition and engagement platform, will expand into new Southeast Asian markets after raising a $17 million Series B. IKala’s products are targeted toward e-commerce companies, and include KOL Radar, for influencer marketing, and Shoplus, a social commerce service focused on Southeast Asian markets. iKala implements a state-of-the-art DAA flywheel (Digitalization, Analytics, and Application flywheel) framework to provide a clear roadmap and strategy for AI adoption.
2020. Outreach nabs $50M for software that helps with sales engagement
Outreach, which has built a popular suite of tools used by salespeople to help identify and reach out to prospects and improve their relationships en route to closing deals, has raised $50 million in a Series F. The platform today essentially integrates with a company’s existing CRM, be it Salesforce, or Microsoft’s, or Kustomer, or something else — and provides an SaaS-based set of tools for helping to source and track meetings, have to-hand information on sales targets, and a communications manager that helps with outreach calls and other communication in real time.
2020. Dixa, a customer engagement platform, picks up $36M
Dixa, the customer engagement platform, has closed a $36 million Series B. Dixa wants to end bad customer service with the help of technology that claims to be able to facilitate more personalised customer support. Dubbed a “customer friendship” platform, the Dixa cloud-based software works across multiple channels — including phone, chat, e-mail, Facebook Messenger, WhatsApp and SMS — and employs a smart routing system so the right support requests reach the right people within an organisation. More broadly, the platform competes with Zendesk, Freshdesk and Salesforce Servicecloud.
2019. Freshworks launches a load balancer for handling customer inquiries
Customer engagement software vendor Freshworks launched Omniroute - the tool for customer service agents. Omniroute is essentially a load-balancer for routing multi-channel customer inquiries. Freshworks argues that earlier customer support solutions made it hard for agents to switch between inquiry types and for managers to efficiently route traffic. The promise of Omniroute is that it can automatically route a query to the right agent who has the bandwidth to handle it, based on what it knows about that agent’s skills and the nature of the inquiry. And if you regularly want to hang up your phone when an agent asks you for your order number right after you typed it into the system, then you’ll be happy to hear that the Omniroute will surface this information right on the agent’s screen.
2017. LogMeIn launches livechat software Bold360
LogMeIn, the company, best known for its collaboration and meeting tools, is targeting the "white space" in the customer service and engagement market with a suite called Bold360 to manage multiple channels, chat, and video. Bold360 aims to provide one view of all customer touch points as well a unified interface that can handle chat, text, and video. Automation technology will enable customer self service support and free up agent workflows. The wild card is whether LogMeIn can crack a crowded market and carve out a customer engagement niche to complement systems already in the field. Bold360 has no code integrations with Salesforce and Zendesk so agents can pull customer data into one interface.
2016. Liferay launched Digital Experience Platform
Open source enterprise CMS provider Liferay launched Digital Experience Platform (DXP) - the solution is designed to help companies create and manage experiences that support the end-to-end customer relationship. It offers a comprehensive view of customers that extends beyond marketing by bringing together sales, marketing, support and service teams, design highly personalized experiences by targeting useful information, offers and resources to user segments and individuals, create a single customer profile aggregated from all of the customer’s interactions with the company as well as important data points, access to engagement data such as video content views, click-throughs on targeted content, community activity and social metadata.
2015. Customer engagement chat iAdvize grabs $16 Million
iAdvize, the company focused on making your online customer service experience suck less, just raised $16 million. iAdvize automatically detects visitors who need help and alerts your team members. Then, customer support representatives can contact their website visitors. 2,000 companies are using the product. With iAdvize, you can also add click to chat, click to call and other buttons to your website. Going forward, the company will fine tune its platform. iAdvize will be able to monitor what customers are doing on the web, mobile and on social networks. The startup is currently implementing Twitter and Facebook support. Expect some big product news in early 2016 as well. iAdvize competes with LivePerson. The American competitor claims to have 18,000 clients. So iAdvize still seems to be smaller than LivePerson and LiveZilla.
2015. Hootsuite now works with Instagram
Social media management platform Hootsuite now works with Instagram. That means that you can now schedule posts, publish pictures, monitor your feed, and engage with your Instagram audience right within the Hootsuite dashboard—just like the rest of your social networks. You can now publish posts to Instagram immediately or schedule them to publish at a later time, easily manage multiple Instagram accounts in one place, grow your Instagram community by engaging your audience right within the dashboard, get more done by securely sharing access to Instagram with team members, keep an eye on the competition and find opportunities for engagement by creating search streams that follow specific users, hashtags, and keywords.
2015. Zoho launched social media management service Zoho Social
Zoho has launched a new tool - social media marketing product called Zoho Social. Zoho Social has a real-time monitoring dashboard that allows to listen to what’s being said about your brand or a keyword you wish to track; and respond when you need to. There are instant notifications to make sure you do not miss any relevant conversation and can react faster. It also helps with pre-publishing insights based on the engagement in previous posts and activity of your audience, shows the percentage of your audience that’s likely to see your post now, suggests next best time to post and lets you schedule a post to go out. And Reports section allows to take a glance at social-network-specific stats or dive deep into the analytics to understand more about your audience and how they engage with your content. That’s not all; you can also create customized reports that focus on the numbers that matter most to your business.