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Zoomin has developed a platform for personalizing and accessing product information that is used by companies such as Mastercard, McAfee and Dell. The platform processes large amounts of technical content from every possible source in the company, and helps end customers get customized answers at all endpoints where the customer meets the company – home portal, support site, customer service center and even the product itself, saving millions of dollars in support costs, improvement Customer satisfaction and turning existing content into a strategic competitive advantage. According to the company, the use of its platform helped its customers reduce referrals to support centers by more than 60%, improve the satisfaction index (NPS) by 17% and develop a digital support culture based on self-service with a 320% increase in use of existing content which is usually not Available to customers.
Zoomin, was founded in 2016 by Gal Oron, Hanan Salzman and Joe Gelb and employs about 85 people in Israel, New York and London. The company’s revenue has quadrupled in the last two years and it now serves millions of end users. The investment will be used by the company to expand sales activities throughout the United States, Europe and Asia and to recruit significant employees with an emphasis on engineers and research and development positions at the company’s headquarters in Israel.
The company says that demand for digital and effective digital knowledge and customer service solutions grew significantly during the Corona crisis and led to a fourfold increase in revenue from new transactions. The rapid transition to work from home and a dramatic cut in the volume of physical activity of organizations vis-à-vis their customers have created an urgent need to find alternatives in order to maintain an effective level of customer support worldwide and adopt digital transformation to improve the user experience of enterprise products.
“The current era has exacerbated the importance of the end-customer experience. In light of the business upheavals, companies are looking for every possible way to retain their customers and give them a personalized experience,” said Gal Oron, co-founder and CEO of Zoomin. Expects a similar experience in his work environment, an expectation that creates a new standard in the market for the ease and effectiveness of assimilating products and using them. “
“Zoomin’s artificial intelligence-driven knowledge platform enables companies to uncover the treasure hidden in the technical information in their products,” said Rafi Carmeli, a partner at Viola Growth. “Changing the way end users deal with technical information removes friction, significantly improves the customer experience throughout all stages, and enables immediate value generation