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Sorry for the harsh words, but this looks like a solution looking for a problem. Any CEO of a company that's lucky enough to have customers contacting them woul

by boto3 9y ago

Sorry for the harsh words, but this looks like a solution looking for a problem. Any CEO of a company that's lucky enough to have customers contacting them would spend a not trivial amount of their time reading and replying to the contacts. For example, Jan Koum, Whatsapp founder said that they only started hiring dedicated customer service staff when they reach 150M users [0]. [0] https://youtu.be/8-pJa11YvCs?t=849 https://youtu.be/8-pJa11YvCs?t=849

iloveluce 9y ago
That’s a great point! We completely agree that anyone making product decisions should spend a considerable amount of time listening and seeking customer feedback but we see ScopeAI as a tool that can make that process more efficient and accurate. Using algorithms for mining trends can prevent product decisions from being made with biases like Recency Effect[0] for example. We also think ScopeAI can customer feedback more transparent and accessible to people across the company - this becomes more and more of an issue as companies scale and ticket volumes becomes unmanageable for people to manually sift through. For example it’s a lot harder for a CEO to read all customer service tickets if they receive 100 an hour! [0] https://en.wikipedia.org/wiki/Serial_position_effect https://en.wikipedia.org/wiki/Serial_position_effect
PaulHoule 9y ago
WhatsApp is an unusual case; a consumer app with low ARPU, very much a "take it or leave it" proposition. Most other businesses need more touch with the customer. If you are at the "hacker and/or hustler" phase, efficiently using the time of the principals matters a lot; a founder could probably train a system like that in a week or so and use that to reply to tickets with less time spent and then hand it off to other hires like a "playbook".
stuartaxelowen 9y ago
I think that's the wrong take - currently consumer companies don't ask for much feedback because they simply couldn't read all of it. Tech like this is bringing about a revolution allowing companies to solicit more feedback than they can directly read, and yet understand via text analytics tools.
tomblomfield 9y ago
At Monzo (a bank), we have approximately 10,000 customer contacts a week. This would be valuable to us.
- lifeisstillgood 9y ago
  You also have a significant advantage over other banks in that your customers can easily and securely communicate with you over text (I once tried to send a secure message to my "other bank" and gave up after ten minutes on their site.) This is great for me as a customer, but I suspect it creates for you a greater per customer text volume to comb through than most other banks. Anyway, looks like this might become a sale - hope it goes well for both sides. (A very satisfied Monzo customer)

by boto3 9y ago

iloveluce 9y ago

That’s a great point! We completely agree that anyone making product decisions should spend a considerable amount of time listening and seeking customer feedback but we see ScopeAI as a tool that can make that process more efficient and accurate. Using algorithms for mining trends can prevent product decisions from being made with biases like Recency Effect[0] for example. We also think ScopeAI can customer feedback more transparent and accessible to people across the company - this becomes more and more of an issue as companies scale and ticket volumes becomes unmanageable for people to manually sift through. For example it’s a lot harder for a CEO to read all customer service tickets if they receive 100 an hour! [0] https://en.wikipedia.org/wiki/Serial_position_effect https://en.wikipedia.org/wiki/Serial_position_effect

PaulHoule 9y ago

WhatsApp is an unusual case; a consumer app with low ARPU, very much a "take it or leave it" proposition. Most other businesses need more touch with the customer. If you are at the "hacker and/or hustler" phase, efficiently using the time of the principals matters a lot; a founder could probably train a system like that in a week or so and use that to reply to tickets with less time spent and then hand it off to other hires like a "playbook".

stuartaxelowen 9y ago

I think that's the wrong take - currently consumer companies don't ask for much feedback because they simply couldn't read all of it. Tech like this is bringing about a revolution allowing companies to solicit more feedback than they can directly read, and yet understand via text analytics tools.

tomblomfield 9y ago

At Monzo (a bank), we have approximately 10,000 customer contacts a week. This would be valuable to us.

lifeisstillgood 9y ago
You also have a significant advantage over other banks in that your customers can easily and securely communicate with you over text (I once tried to send a secure message to my "other bank" and gave up after ten minutes on their site.) This is great for me as a customer, but I suspect it creates for you a greater per customer text volume to comb through than most other banks. Anyway, looks like this might become a sale - hope it goes well for both sides. (A very satisfied Monzo customer)