When we worked at Shopify, we watched our support Gurus work through tens of thousands of customer interactions each month. Many of these emails, tweets, and calls were what we called “human conversations” - interesting help requests that challenged our Gurus to be creative. We loved these opportunities to help our customers.
Many calls, however, were less challenging. Customers would contact us and ask for information that was already available on our website. We answered these questions, too, but they didn't make use of our Gurus' amazing problem solving skills.
A few months ago, we were introduced to Mike Murchison, the CEO of Ada Support, by our friends at Version One Ventures. Mike told us about his vision: every company should be able to offer a support experience that's great for users and employees. Users want to have conversations when they need help, not search through documentation. At the same time, employees want to help the users that need their problem solving skills the most. Popular questions should be answered instantly by friendly software.
Based on our experience, we knew Mike was right. That’s why we’re pleased to announce our investment in Ada Support. Mike and the team at Ada are building a better support experience and we’re happy to be a part of it.
Add one line of code to your website and start answering popular questions instantly with Ada.