Feb
18
2021
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Census raises $16M Series A to help companies put their data warehouses to work

Census, a startup that helps businesses sync their customer data from their data warehouses to their various business tools like Salesforce and Marketo, today announced that it has raised a $16 million Series A round led by Sequoia Capital. Other participants in this round include Andreessen Horowitz, which led the company’s $4.3 million seed round last year, as well as several notable angles, including Figma CEO Dylan Field, GitHub CTO Jason Warner, Notion COO Akshay Kothari and Rippling CEO Parker Conrad.

The company is part of a new crop of startups that are building on top of data warehouses. The general idea behind Census is to help businesses operationalize the data in their data warehouses, which was traditionally only used for analytics and reporting use cases. But as businesses realized that all the data they needed was already available in their data warehouses and that they could use that as a single source of truth without having to build additional integrations, an ecosystem of companies that operationalize this data started to form.

The company argues that the modern data stack, with data warehouses like Amazon Redshift, Google BigQuery and Snowflake at its core, offers all of the tools a business needs to extract and transform data (like Fivetran, dbt) and then visualize it (think Looker).

Tools like Census then essentially function as a new layer that sits between the data warehouse and the business tools that can help companies extract value from this data. With that, users can easily sync their product data into a marketing tool like Marketo or a CRM service like Salesforce, for example.

Image Credits: Census

Three years ago, we were the first to ask, ‘Why are we relying on a clumsy tangle of wires connecting every app when everything we need is already in the warehouse? What if you could leverage your data team to drive operations?’ When the data warehouse is connected to the rest of the business, the possibilities are limitless,” Census explains in today’s announcement. “When we launched, our focus was enabling product-led companies like Figma, Canva, and Notion to drive better marketing, sales, and customer success. Along the way, our customers have pulled Census into more and more scenarios, like auto-prioritizing support tickets in Zendesk, automating invoices in Netsuite, or even integrating with HR systems.

Census already integrates with dozens of different services and data tools and its customers include the likes of Clearbit, Figma, Fivetran, LogDNA, Loom and Notion.

Looking ahead, Census plans to use the new funding to launch new features like deeper data validation and a visual query experience. In addition, it also plans to launch code-based orchestration to make Census workflows versionable and make it easier to integrate them into an enterprise orchestration system.

Oct
22
2020
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Extra Crunch Partner Perk: Get 6 months free of Zendesk Support and Sales CRM

We’re excited to announce an update to the Extra Crunch Partner Perk from Zendesk. Starting today, annual and two-year Extra Crunch members that are new to Zendesk, and meet their startup qualifications, can now receive six months of free access to Zendesk’s Sales CRM, in addition to Zendesk Support Suite, Zendesk Explore and Zendesk Sunshine.

Here is an overview of the program.

Zendesk is a service-first CRM company with support, sales and customer engagement products designed to improve customer relationships. This offer is only available for startups that are new to Zendesk, have fewer than 100 employees and are funded but have not raised beyond a Series B.

The Zendesk Partner Perk from Extra Crunch is inclusive of subscription fees, free for six months, after which you will be responsible for payment. Any downgrades to your Zendesk subscription will result in the forfeiture of the promotion, so please check with Zendesk first regarding any changes (startups@zendesk.com). Some add-ons such as Zendesk Talk and Zendesk Sell minutes are not included. Complete details of what’s included can be found here.

Aug
25
2020
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New Zendesk dashboard delivers customer service data in real time

Zendesk has been offering customers the ability to track customer service statistics for some time, but it has always been a look back. Today, the company announced a new product called Explore Enterprise that lets customers capture that valuable info in real time, and share it with anyone in the organization, whether they have a Zendesk license or not.

While it has had Explore in place for a couple of years now, Jon Aniano, senior VP of product at Zendesk says the new enterprise product is in response to growing customer data requirements. “We now have a way to deliver what we call Live Team Dashboards, which delivers real-time analytics directly to Zendesk users,” Aniano told TechCrunch.

In the days before COVID that meant displaying these on big monitors throughout the customer service center. Today, as we deal with the pandemic, and customer service reps are just as likely to be working from home, it means giving management the tools they need to understand what’s happening in real time, a growing requirement for Zendesk customers as they scale, regardless of the pandemic.

“What we’ve found over the last few years is that our customers’ appetite for operational analytics is insatiable, and as customers grow, as customer service needs get more complex, the demands on a contact center operator or customer service team are higher and higher, and teams really need new sets of tools and new types of capabilities to meet what they’re trying to do in delivering customer service at scale in the world,” Aniano told TechCrunch.

One of the reasons for this is the shift from phone and email as the primary ways of accessing customer service to messaging tools like WhatsApp. “With the shift to messaging, there are new demands on contact centers to be able to handle real-time interactions at scale with their customers,” he said.

In order to meet that kind of demand, it requires real-time analytics that Zendesk is providing with this announcement. This arms managers with the data they need to put their customer service resources where they are needed most in the moment in real time.

But Zendesk is also giving customers the ability to share these statistics with anyone in the company. “Users can share a dashboard or historical report with anybody in the company regardless of whether they have access to Zendesk. They can share it in Slack, or they can embed a dashboard anywhere where other people in the company would like to have access to those metrics,” Aniano explained.

The new service will be available starting on August 31 for $29 per user per month.

May
20
2020
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BetterCloud scores $75M Series F as SaaS management needs grow

BetterCloud gives IT visibility into its SaaS tools providing the means to discover, manage and secure those tools. In the middle of a crisis that has forced most companies to move workers home, being able to manage SaaS usage in this way is growing increasingly significant.

Today the company announced a $75 million Series F. Warburg Pincus led the way with participation from existing investors Bain Capital Ventures, Accel, Greycroft Partners, Flybridge Capital Partners, New Amsterdam Growth Capital and e.ventures. Today’s round brings the total raised to $187 million, according to the company.

While CEO David Politis acknowledges the gravity of the current situation, he also recognizes that giving companies a way to manage their SaaS usage is more pertinent than ever. “What has happened in the last two months has been terrible for the world, but in some crazy way it has just made what we do a lot more relevant,” Politis told TechCrunch .

He says the pandemic has really accelerated the market opportunity because of the reliance on cloud services and the services his company provides.

Those services began as an operational layer on top of G Suite. Later it added support for Office 365 and in 2016 it moved to more general SaaS management. It now offers direct integrations into multiple SaaS apps including Box, Dropbox, Salesforce, Zendesk and more. The set of tools in Bettercloud gives IT control over security, configuration, spend optimization and auditability across SaaS applications.

In normal times after a large Series F round, we might be talking about this being the last round before an IPO, but Politis isn’t ready to commit to that just yet, especially in this economy. He does say, however, that he’s in it for the long haul and sees an opportunity to build a long-term, sustainable company.

“The last couple of months I’ve been thinking about this a lot, and when you take a $75 million round at the stage you’re not doing that because you want to sell the business. You’re doing that because you want to build something and build something really special,” he said.

Apr
22
2020
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AWS launches Amazon AppFlow, its new SaaS integration service

AWS today launched Amazon AppFlow, a new integration service that makes it easier for developers to transfer data between AWS and SaaS applications like Google Analytics, Marketo, Salesforce, ServiceNow, Slack, Snowflake and Zendesk. Like similar services, including Microsoft Azure’s Power Automate, for example, developers can trigger these flows based on specific events, at pre-set times or on-demand.

Unlike some of its competitors, though, AWS is positioning this service more as a data transfer service than a way to automate workflows and while the data flow can be bi-directional, AWS’s announcement focuses mostly on moving data from SaaS applications to other AWS services for further analysis. For this, AppFlow also includes a number of tools for transforming the data as it moves through the service.

“Developers spend huge amounts of time writing custom integrations so they can pass data between SaaS applications and AWS services so that it can be analysed; these can be expensive and can often take months to complete,” said AWS principal advocate Martin Beeby in today’s announcement. “If data requirements change, then costly and complicated modifications have to be made to the integrations. Companies that don’t have the luxury of engineering resources might find themselves manually importing and exporting data from applications, which is time-consuming, risks data leakage, and has the potential to introduce human error.”

Every flow (which AWS defines as a call to a source application to transfer data to a destination) costs $0.001 per run, though, in typical AWS fashion, there’s also cost associated with data processing (starting at 0.02 per GB).

“Our customers tell us that they love having the ability to store, process, and analyze their data in AWS. They also use a variety of third-party SaaS applications, and they tell us that it can be difficult to manage the flow of data between AWS and these applications,” said Kurt Kufeld, Vice President, AWS. “Amazon AppFlow provides an intuitive and easy way for customers to combine data from AWS and SaaS applications without moving it across the public Internet. With Amazon AppFlow, our customers bring together and manage petabytes, even exabytes, of data spread across all of their applications – all without having to develop custom connectors or manage underlying API and network connectivity.”

At this point, the number of supported services remains comparatively low, with only 14 possible sources and four destinations (Amazon Redshift and S3, as well as Salesforce and Snowflake). Sometimes, depending on the source you select, the only possible destination is Amazon’s S3 storage service.

Over time, the number of integrations will surely increase, but for now, it feels like there’s still quite a bit more work to do for the AppFlow team to expand the list of supported services.

AWS has long left this market to competitors, even though it has tools like AWS Step Functions for building serverless workflows across AWS services and EventBridge for connections applications. Interestingly, EventBridge currently supports a far wider range of third-party sources, but as the name implies, its focus is more on triggering events in AWS than moving data between applications.

Mar
04
2020
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Zendesk’s latest tools designed to give fuller view of the customer

Like many technology companies, Zendesk made the tough decision to cancel its Zendesk Relate customer conference this week in Miami amid COVID-19 health concerns. That doesn’t mean the announcements didn’t happen though, even if the conference didn’t, and today the company announced a major update to its Sunshine development platform.

You may recall that the company, which is widely known for its help desk software, made the move to CRM when it acquired Base in September 2018. A little later that year, it announced the Sunshine platform, which customers could use to build applications on top of the Zendesk platform.

It has been working to integrate the CRM tool more broadly into the platform, and today’s announcement is about giving Zendesk users a broader view of its customers. Zendesk has a great amount of data at its disposal about the customer’s likes and dislikes based on interactions with the help desk side of the house, and Zendesk CEO Mikkel Svane sees the two sides being interconnected. At the same time, he’s embracing the idea of this all taking place in the public cloud on AWS.

“Our vision is really to have all the components, all the infrastructure, all the business logic that you need to build a customer experience, and customer relationship management applications, all on the Sunshine platform, all living natively on AWS,” Svane told TechCrunch.

All of this is in service of giving customers a better experience based on what you know about them. He said that the goal today is to retain and satisfy the customer, and the platform is designed to give them the data they need to help do that.

“In the old days, you went out and you bought a product, and that was kind of the end of the transaction. Today, through the convenience economy, through the subscription economy, it’s more about your long-term engagement with a vendor,” he explained.

He sees the platform helping pull all of this data together, while recognizing and acknowledging the challenges involved here. In fact, he is reluctant to call it a complete picture, calling that a false narrative other vendors are putting out.

“We do want to help our customers extract all the relevant information and to try and create a picture that is helpful across all these different channels, but we also know that the reality of it is that you have so many disparate systems right now,” he said.

He sees his platform with the engagement data on one side and the customer record on the other as a good starting point for this. “I think there’s a lot you can do to collect a lot of information and have an abstraction layer, and that’s what we try to do with Sunshine. We want to have an abstraction layer where you start working and seeing all of this data to get insights into your customer. And I think that’s much better start.”

Jan
17
2020
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Zendesk launches Sell Marketplace to bring app store to CRM product

Zendesk acquired Base CRM in 2018 to give customers a CRM component to go with its core customer service software. After purchasing the company, it changed the name to Sell, and today the company announced the launch of the new Sell Marketplace.

Officially called The Zendesk Marketplace for Sell, it’s a place where companies can share components that extend the capabilities of the core Sell product. Companies like MailChimp, HubSpot and QuickBooks are available at launch.

App directory in Sell Marketplace. Screenshot: Zendesk

Matt Price, SVP and general manager at Zendesk, sees the marketplace as a way to extend Sell into a platform play, something he thinks could be a “game changer.” He likened it to the impact of app stores on mobile phones.

“It’s that platform that accelerated and really suddenly [transformed smart phones] from being just a product to [launching an] industry. And that’s what the marketplace is doing now, taking Sell from being a really great sales tool to being able to handle anything that you want to throw at it because it’s extensible through apps,” Price explained.

Price says that this ability to extend the product could manifest in several ways. For starters, customers can build private apps with a new application development framework. This enables them to customize Sell for their particular environment, such as connecting to an internal system or building functionality that’s unique to them.

In addition, ISVs can build custom apps, something Price points out they have been doing for some time on the Zendesk customer support side. “Interestingly Zendesk obviously has a very large community of independent developers, hundreds of them, who are [developing apps for] our support product, and now we have another product that they can support,” he said.

Finally, industry partners can add connections to their software. For instance, by installing Dropbox for Sell, it gives sales people a way to save documents to Dropbox and associate them with a deal in Sell.

Of course, what Zendesk is doing here with Sell Marketplace isn’t new. Salesforce introduced this kind of app store concept to the CRM world in 2006 when it launched AppExchange, but the Sell Marketplace still gives Sell users a way to extend the product to meet their unique needs, and that could prove to be a powerful addition.

Sep
10
2019
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Work Life Ventures raises $5M for debut enterprise SaaS seed fund

Brianne Kimmel had no trouble transitioning from angel investor to general partner.

Initially setting out to garner $3 million in capital commitments, Kimmel, in just two weeks’ time, closed on $5 million for her debut venture capital fund Work Life Ventures. The enterprise SaaS-focused vehicle boasts an impressive roster of limited partners, too, including the likes of Zoom chief executive officer Eric Yuan, InVision CEO Clark Valberg, Twitch co-founder Kevin Lin, Cameo CEO Steven Galanis, Andreessen Horowitz general partners Marc Andreessen and Chris Dixon, Initialized Capital GP Garry Tan and fund-of-funds Slow Ventures, Felicis Ventures and NFX.

At the helm of the new fund, Kimmel joins a small group of solo female general partners: Dream Machine’s Alexia Bonatsos is targeting $25 million for her first fund; Day One Ventures’ Masha Drokova raised $20 million for her debut effort last year; and Sarah Cone launched Social Impact Capital, a fund specializing in impact investing, in 2016, among others.

Meanwhile, venture capital fundraising is poised to reach all-time highs in 2019. In the first half of the year, a total of $20.6 billion in new capital was introduced to the startup market across more than 100 funds.

For most, the process of raising a successful venture fund can be daunting and difficult. For well-connected and established investors in the Bay Area, like Kimmel, raising a fund can be relatively seamless. Given the speed and ease of fund one in Kimmel’s case, she plans to raise her second fund with a $25 million target in as little as 12 months.

“The desire for the fund is to take a step back and imagine how do we build great consumer experiences in the workplace,” Kimmel tells TechCrunch.

Kimmel has been an active angel investor for years, sourcing top enterprise deals via SaaS School, an invite-only workshop she created to educate early-stage SaaS founders on SaaS growth, monetization, sales and customer success. Prior to launching SaaS School, which will continue to run twice a year, Kimmel led go-to-market strategy at Zendesk, where she built the Zendesk for Startups program.

 

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“You start by advising, then you start with very small angel checks,” Kimmel explains. “I reached this inflection point and it felt like a great moment to raise my own fund. I had friends like Ryan Hoover, who started Weekend Fund focused on consumer, and Alexia is one of my friends as well and I saw what she was doing with Dream Machine, which is also consumer. It felt like it was the right time to come out with a SaaS-focused fund.”

Emerging from stealth today, Work Life Ventures will invest up to $150,000 per company. To date, Kimmel has backed three companies with capital from the fund: Tandem, Dover and Command E. The first, Tandem, was amongst the most coveted deals in Y Combinator’s latest batch of companies. The startup graduated from the accelerator with millions from Andreessen Horowitz at a valuation north of $30 million.

Dover, another recent YC alum, provides recruitment software and is said to be backed by Founders Fund in addition to Work Life. Command E, currently in beta, is a tool that facilities search across multiple desktop applications. Kimmel is also an angel investor in Webflow, Girlboss, TechCrunch Disrupt 2018 Startup Battlefield winner Forethought, Voyage and others.

Work Life is betting on the consumerization of the enterprise, or the idea that the next best companies for modern workers will be consumer-friendly tools. In her pitch deck to LPs, she cites the success of Superhuman and Notion, a well-designed email tool and a note-taking app, respectively, as examples of the heightened demand for digestible, easy-to-use B2B products.

“The next generation of applications for the workplace sees people spinning out of Uber, Coinbase and Airbnb,” Kimmel said. “They’ve faced these challenges inside their highly efficient tech company so we are seeing more consumer product builders deeply passionate about the enterprise space.”

But Kimmel doesn’t want to bury her thesis in jargon, she says, so you won’t find any B2B lingo on Work Life’s website or Instagram.

She’s focusing her efforts on a more important issue often vacant from conversations surrounding investment in the future of work: diversity & inclusion.

Kimmel meets with every new female hire of her portfolio companies. Though it’s “increasingly non-scalable,” she admits, it’s part of a greater effort to ensure her companies are thoughtful about D&I from the beginning: “Because I have a very focused fund, it’s about maintaining this community and ensuring that people feel like their voices are heard,” she said.

“I want to be mindful that I am a female GP and I feel [proud] to have that title.”

Aug
07
2019
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Zendesk puts Smooch acquisition to work with WhatsApp integration

Zendesk has always been all about customer service. Last spring it purchased Smooch to move more deeply into messaging app integration. Today, the company announced it was integrating WhatsApp, the popular messaging tool, into the Zendesk customer service toolkit.

Smooch was an early participant in the WhatsApp Business API program. What that does, in practice, says Warren Levitan, who came over as part of the Smooch deal, is provide a direct WhatsApp phone number for businesses using Zendesk . Given how many people, especially in Asia and Latin America, use WhatsApp as a primary channel for communication, this is a big deal.

“The WhatsApp Business API Connector is now fully integrated into Zendesk support. It will allow any Zendesk support customer to be up and running with a new WhatsApp number quicker than ever before, allowing them to connect to the 1.5 billion WhatsApp users worldwide, communicating with them on their channel of choice,” Levitan explained.

Levitan says the entire WhatsApp interaction experience is now fully integrated into the same Zendesk interface that customer service reps are used to using. WhatsApp simply becomes another channel for them.

“They can access WhatsApp conversations from within the same workspace and agent desktop, where they handle all of their other conversations. From an agent perspective, there are no new tools, no new workflows, no new reporting. And that’s what really allows them to get up and running quickly,” he said.

Customers may click or touch a button to dial the WhatsApp number, or they may use a QR code, which is a popular way of accessing WhatsApp customer service. As an example, Levitan says Four Seasons hotels prints a QR code on room key cards, and if customers want to access customer service, they can simply scan the code and the number dials automatically.

Zendesk has been able to get close to 1,000 businesses up and running as part of the early access program, but now it really wants to scale that and allow many more businesses to participate. Up until now, Facebook has taken a controlled approach to on-boarding, having to approve each brand’s number before allowing it on the platform. Zendesk has been working to streamline that.

“We’ve worked tightly with Facebook (the owner of WhatsApp), so that we can have an integrated brand approval and on-boarding/activation to get their number lit up. We can now launch customers at scale, and have them up and running in days, whereas before it was more typically a multi-week process,” Levitan said.

For now, when the person connects to customer service via WhatsApp, it’s only via text messaging — there is no voice connection, and no plans for any for the time being, according to Levitan. Zendesk-WhatsApp integration is available starting today worldwide.

May
22
2019
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Zendesk acquires Smooch, doubles down on support via messaging apps like WhatsApp

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 been a longtime partner of Zendesk’s, powering the company’s own WhatsApp Business integration and other features. The two already have some customers in common, including Uber. Other Smooch customers include Four Seasons, SXSW, Betterment, Clarabridge, Harry’s, LVMH, Delivery Hero and BarkBox.

Terms of the deal are not being disclosed, but Zendesk SVP  class=”il”>Shawna Wolverton said in an interview that the startup’s entire team of 48, led by co-founder and CEO Warren Levitan, are being offered positions with Zendesk. Smooch is based out of Montreal, Canada — so this represents an expansion for Zendesk into building an office in Canada.

Its backers included iNovia, TA Associates and Real Ventures, who collectively had backed it with less than $10 million (when you leave the inflated hills surrounding Silicon Valley, numbers magically decline). As Zendesk is publicly traded, we may get more of a picture of the price in future quarterly reports. This is the company’s fifth acquisition to date.

The deal underscores the big impact that messaging apps are making in customer service. While phone and internet are massive points of contact, messaging apps is one of the most-requested features Zendesk’s customers are requesting, “because they want to be where their customers are,” with WhatsApp — now at 1.5 billion users — currently at the top of the pile, Wolverton said. (More than half of Zendesk’s revenues are from outside the U.S., which speaks to why WhatsApp — which is bigger outside the U..S than it is in it — is a popular request.)

That’s partly a by-product of how popular messaging apps are full-stop, with more than 75% of all smartphone users having at least one messaging app in use on their devices.

“We live in a messaging-centric world, and customers expect the convenience and interactivity of messaging to be part of their experiences,” said Mikkel Svane, Zendesk founder, CEO and chairman, in a statement. “As long-time partners with Smooch, we know first hand how much they have advanced the conversational experience to bring together all forms of messaging and create a continuous conversation between customers and businesses.”

While the two companies were already working together, the acquisition will mean a closer integration.

That will be in multiple areas. Last year, Zendesk launched a new CRM play called Sunshine, going head to head with the likes of Salesforce in helping businesses better organise and make use of customer data. Smooch will build on that strategy to bring in data to Sunshine from messaging apps and the interactions that take place on them. Also last year, Zendesk launched an omnichannel play, a platform called The Suite, which it says “has become one of our most successful products ever,” with a 400% rise in its customers taking an omnichannel approach. Smooch already forms a key part of that, and it will be even more tightly so.

On the outbound side, for now, there will be two areas where Smooch will be used, Wolverton said. First will be on the basic level of giving Zendesk users the ability to see and create messaging app discussions within a dashboard where they are able to monitor and handle all customer relationship contacts: a conversation that was initiated now on, say, Twitter, can be easily moved into WhatsApp or whatever more direct channel someone wants to use.

Second, Wolverton said that customer care workers can use Smooch to send on “micro apps” to users to handle routine service enquiries, for example sending them links to make or change seat assignments on a flight.

Over time, the plan will be to bring more automated options into the experience, which opens the door for using more AI and potentially bots down the line.

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