73% of support leaders say that customer expectations for their team are increasing, less than half (42%) are sure they’re actually meeting those expectations.Intercom
Newly updated research from Intercom re-stated what we at Kaizo have heard since the outset of the pandemic: that customer expectations and support volume is rising. Undoubtedly, technology holds the key to success amidst the challenges highlighted in Intercom’s report. Meeting these high expectations has become a necessity for competing in the modern market and a value proposition for those who do it best.
With further product progression on the horizon for July, this month at Kaizo we’d like to draw attention to some of our commercial successes. As an indication of the value that we are currently providing to the support industry but also to solidify our intention to consistently exceed our prior successes.
In 2020, Kaizo raised $3 million in seed capital co-led by Gradient Ventures (Google’s AI fund) and Partech. Having developed and grown from this base, Kaizo announced the extension of its seed round by $4 million, led by Fortino Capital's Marcel van der Heijden with the participation of the amazing Tom Keiser (Hootsuite), Peter Livingston (Unpopular VC) with Chris Murphy, and Said Mia, Andy Funk et al (Stormbreaker Ventures).
With this new capital, Kaizo will focus on platform enhancement and broadening our customer base to empower more support teams to improve their performance. To achieve this, Kaizo has expanded the search for new talented Ninjas to join our team!
To further drive our development, Kaizo has added three new positions to our list of desired roles. Totalling now: 4 Engineering roles and 1 Marketing role.
The well-being and performance of customer service agents is in Kaizo’s DNA. Our product puts performance firmly in the hands of service employees, empowering them to make the right decisions for agents’ development.
To further this goal and as part of our ‘Year of the Agent’ campaign, Kaizo launched a groundbreaking Customer Support Agent Empowerment Survey. This survey was designed to quantify the experience and preferences of customer support agents globally. Kaizo will then present this anonymised data in a report guiding management practices towards what actually makes agents more productive and engaged.
The ultimate goal is to build happier, healthier and more productive work environments for customer support staff by sharing these insights around the industry. If you’d like to support this endeavour, please share the survey with your customer support colleagues!
We’re proud to have thousands of #supportheroes from around the world tune in to hear weekly insights from their peers in our Support Heroes Podcast. We’re immensely proud of what we’ve achieved in just over 6 months of airing. Inspiring others in the industry to follow in our footsteps and produce amazing customer support related shows.
Nevertheless, our respect for the field of customer support and reverence for the individuals that excel in our industry is what makes our show stand out amongst the crowd. With support leaders from giants like Zoom, Zapier, Github and Intercom investing their precious time into speaking with us and sharing their insights with our community.
True to our roots and furthering our commitment to the ‘Year of the Agent’, we’ve continued prompting our ‘Agent(s) of the Month’ podcast series. Where customer support agents are given the same respect and careful attention as C-Suite leaders from world-renowned companies.