Venice-based SaaS platform Thankful announced Monday that it raised $12 million in fresh financing. The Series A round, led by Alpha Edison, will be used to help the company continue to scale following an incredibly busy year.
Since its launch in 2018, Thankful has experienced 400 percent year-over-year growth.
“What attracted us most was the traction they achieved in a short time, and the vision of turning customer service from a cost center to a revenue driver,” Robey Miller, partner at Alpha Edison, said in a statement.
Thankful’s AI-driven platform aims to resolve problems across written customer service channels including email, chat, social media, in-app and text. The company accomplishes this via three product offerings, AI Agent, Agent Assist and Insight.
Thankful’s AI Agent works within existing helpdesks like a human agent. In addition to addressing missing packages, the tool can tag and resolve a number of customer service needs like returns, exchanges and order tracking.
Meanwhile, the company’s Agent Assist tool helps human agents sort through customer service requests with suggested responses and next steps. And the last tool, Insight, provides Thankful’s enterprise clients with just that...real-time stats and a unified view of all metrics.
Thankful is more than just a traditional chatbot though, the platform aims to give interactions a more personalized touch by tracking engagements according to a customer’s tone, location, purchase history, service history and more.
The SaaS platform counts big brands like Crate & Barrel, FabFitFun and MeUndies among its long list of clients.
Thankful has raised $15 million in venture capital financing to date, according to TechCrunch.
Additional investors Bonfire Ventures, Ten-One-Ten and Greycroft participated in the round, among others.
