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| Zoom delves into smart customer service |
Zoom has announced plans to expand the customer experience by acquiring startup Solvvy, a customer support chat platform powered by artificial intelligence and automation.
Last summer, the company offered nearly $15 billion to acquire customer service company Five9. Although the deal failed. But Zoom's desire to enter the customer service area has not waned.
Earlier this year, the company announced a new customer service solution that enhances Zoom's existing capabilities.
By combining call center capabilities with Zoom's unified communications solution, the call center can be used as a standalone customer experience solution or integrated directly into an existing website or application.
The call center aims to redefine the call center category by combining unified communications with the customer experience. She added, "Customers who use meetings, phone calls or chat can experience admin interaction because they are part of the same Zoom app."
Zoom acquires Solvvy
By combining some of its existing skills, the company was able to offer a customer service experience within Zoom's suite of tools.
With the acquisition of Solvvy, the company is gaining automation, intelligence, and the ability to solve routine problems without talking to anyone.
As the nature of customer experience fundamentally evolves, companies must deliver increasingly exceptional customer experiences that are personalized and easy to use.
As a result, Zoom helps companies of all sizes improve customer retention, improve operational efficiencies, and set new standards for customer service and satisfaction.
Zoom's head of product and engineering understands that the acquisition gives the company an essential competitive edge in this space.
"Solvy's proprietary technology brings scalable self-service and conversational AI to call center offerings," he said. Our customers benefit from automated and integrated call centers. The center helps answer customer questions, solve problems faster, improve the overall customer experience, and increase operational costs.
While the two companies did not share the purchase price, Solvvy, which was launched in 2013, raised about $16.5 million. The deal is expected to close in the third quarter of this fiscal year.