Category: omnichannel

May 22, 2019 Off

Zendesk acquires Smooch, doubles down on support via messaging apps like WhatsApp

By Jill T Frey

One of the bigger developments in customer services has been the impact of social media — both as a place to vent frustration or praise (mostly frustration) and — especially over messaging apps — as a place for businesses to connect with their users.

Now, customer support specialist Zendesk has made an acquisition so that it can make a bigger move into how it works within social media platforms, and specifically messaging apps: it has acquired Smooch, a startup that describes itself as an “omnichannel messaging platform,” which companies’ customer care teams can use to interact with people over messaging platforms like WhatsApp, WeChat, Line and Messenger, as well as SMS and email.

Smooch was in fact one of the first partners for the WhatsApp Business API, alongside VoiceSage, Nexmo, Infobip, Twilio, MessageBird and others already advertising their services in this area.

It had also … Read the rest

May 20, 2019 Off

Ikea invests in Livspace, a one-stop platform for interior design based in India

By Jill T Frey

Fresh from raising $70 million last year via big names including Goldman Sachs and TPG Growth, Livspace, an India-based startup that offers a one-stop-shop for interior design, has lured yet another marquee investor: Ikea.

The startup said today it has taken an undisclosed investment from Ingka Investments, the VC arm of Ikea parent Ingka Group, which operates 90 percent of Ikea’s retail footprint. Livspace CEO and co-founder Anuj Srivastava declined to provide a figure for the deal, but he told TechCrunch that the stake involved is a minor one while there is no plan to bolt a larger round on to this investment. Deal Street Asia first reported news of the deal.

“There is┬ástrong strategic and commercial potential,” Srivastava, a former Googler who started Livspace in 2015, said of the new investor. “This is an opportunity to create the best possible omnichannel experience for consumers.”

India is a … Read the rest