Customer Support Management Platform Assembled Lands $51m
Grace Mahas — June 15, 2022 — Business
References: assembled & techcrunch
Assembled is a new workforce management platform for customer support teams. The startup recently secured $51 million in a Series B funding round led by New Enterprise Associates. The service offers data-driven forecasting, SLA-proof scheduling, workforce analytics, and seamless integration.
Assembled believes that brands need to prioritize customer service as consumers are more discerning of where they spend their money. Essentially, it has become harder to win consumer loyalty and brands need to meet the expectations of their customers. Therefore, the brand is working to ensure that businesses have the right tools to communicate with their customers.
“The Great Resignation, staffing shortages, remote expectations, and shocking turnover rates have driven a recognition that companies must balance the needs of the business with the needs of their support teams. This has provided tailwinds to our business as companies pay closer attention to how they staff, organize, and provide greater empowerment and flexibility to their agents," said founder Ryan Wang.
Assembled believes that brands need to prioritize customer service as consumers are more discerning of where they spend their money. Essentially, it has become harder to win consumer loyalty and brands need to meet the expectations of their customers. Therefore, the brand is working to ensure that businesses have the right tools to communicate with their customers.
“The Great Resignation, staffing shortages, remote expectations, and shocking turnover rates have driven a recognition that companies must balance the needs of the business with the needs of their support teams. This has provided tailwinds to our business as companies pay closer attention to how they staff, organize, and provide greater empowerment and flexibility to their agents," said founder Ryan Wang.
Trend Themes
1. Data-driven Forecasting - Assembled's data-driven forecasting feature provides a disruptive innovation opportunity for companies to better predict customer demands and allocate resources efficiently.
2. Workforce Analytics - Assembled's workforce analytics feature provides a disruptive innovation opportunity for companies to gain valuable insights into their customer support processes and identify areas for improvement.
3. Integration - Assembled's seamless integration feature provides a disruptive innovation opportunity for companies to streamline their customer support operations by consolidating various tools and systems.
Industry Implications
1. Customer Support Management - Assembled's workforce management platform for customer support team provides a disruptive innovation opportunity for businesses in the customer support management industry to improve their processes and provide better customer service.
2. Technology - Assembled's innovative approach to customer support management provides disruptive innovation opportunities for businesses in the technology industry to revolutionize their customer service strategies.
3. Retail - Assembled's focus on excellent customer service provides disruptive innovation opportunities for businesses in the retail industry to enhance customer loyalty and satisfaction.
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