Customer support teams use Ada to provide 24/7 automated chat support which reduces time spent on common customer questions by 70% or more.
While our funding will help us both further improve Ada’s automation and bring it to more companies, it’s important to highlight how our software was originally developed through very manual efforts which continue to serve us today.
Last year, David and I responded to thousands of customer support tickets per month for six different companies simultaneously. David was personally handling close to 30% of the support of a well-known online photo sharing community himself. It was through this sleepless experience that we became intimately familiar with the challenges a team faces in providing great customer support at scale and the frustrations felt by users who frequently wait more than 24 hours to get a response to a simple question.
Over the past year, we’ve been turning our deep understanding of these challenges into automation software that improves the support experience for both agents and customers alike. Today we like to talk about how this software automatically answers millions of questions every month for companies like Shopify, Telus and Coinbase and frees up their team members to focus on more strategic work. But the truth is we - as two people completely overwhelmed by a mountain of customer support tickets - developed this software to reduce our own anxiety and get more sleep.
We refer to our process of not simply understanding but truly experiencing the repetitive actions, slow response times, and anxious emotions associated with doing customer support before Ada as our “analog roots.” These roots support our now growing team of 13 as we obsess with not only the accuracy and intelligence of Ada Support’s automation, but equally with how easy it is to use.
If you’re a company that offers support to your customers, we’d be happy to walk you through what this experience looks like for you and those you’d like to support better. Have an (automated) chat with us to learn more.
-Mike Murchison, CEO