The round was led by Transpose Platform and Shopify, joined by Jason Lemkin of SaaStr, Rajeev Dham from Sapphire Ventures, CRV and Alven.
In late 2020, the company had raised $25 million in Series B funding on a $305 million valuation. The company was valued at $680 million prior to this round.
At the time of the Series B, it supported more than 4,500 stores with its technology that brings all of the channels that shoppers use to contact online stores into one feed for each company. This way support tickets can be managed in a number of different ways, including live chat, email, phone, SMS, messaging apps and social media.
Today, the six-year-old company is working with more than 10,000 online stores, including Princess Polly, Steve Madden, Olipop and Marine Layer, selling products via Shopify, BigCommerce and Adobe Commerce.
It also has grown to 245 employees across offices in San Francisco, Paris, Toronto, New York City, Sydney, Belgrade and Charlotte.
“The environment we’re working in has changed quite a bit. The 2020 e-commerce boom that helped fuel our growth up to our Series B has subsided, but it’s never been a more important time to upgrade the customer experience of online stores. Lower margins and higher acquisition costs require businesses to capture more revenue from their existing customers, and customer experience is at the heart of that effort.”
Romain Lapeyre – Co-founder and CEO
Even with all of that growth, the company is monitoring its cash burn rate in this new economic environment. The company’s goals early on were to hire and grow in a sustainable way.
The company will use the new funding to accelerate the development of its Automation Add-on feature, which can deflect up to a third of incoming repetitive support tickets by providing customers with instant answers. It also has a new feature coming out soon called Revenue Add-on, which will identify customers that may generate additional revenue through online customer services.