Ada, LiteBit | December 29, 2021
With the growth of cryptocurrencies in recent years, LiteBit, one of the top cryptocurrency brokers in Europe, has had to scale its customer service response strategy.
When the cryptocurrency industry saw record-breaking growth rates in 2017, more people started to click onto LiteBit's website, inquiring about the market.
The Netherlands-based broker helps customers buy, sell and store more than 45 different types of cryptocurrencies. With only two people in its customer service department, the company realized it would need more people to answer inquiries.
Although it had an integration with Zendesk, that wasn't enough.
Turning to Ada
This led LiteBit to partner with Ada, a customer service chatbot vendor based in Toronto.
Founded in 2016, Ada provides a chatbot-based platform that helps enterprises automate customer experience. The platform automates the interactions between brands and their stakeholders, said Ruth Zive, senior vice president of marketing at Ada.
"Ada is actually underpinned by machine learning models and natural language processing," Zive said. "We're able to recognize intent and really deliver AI-powered experiences."
She continued that the chatbot anticipates customer needs and interacts with them in a customized fashion.
Ada is a no-code platform, so users do not need to depend on their IT department. However, IT teams can go into Ada and tailor experiences and integrations to make it personalized for users, Zive said.
The platform's multilanguage functionality appealed to LiteBit, a European company that serves customers who use localized languages, said Bas Lucieer, director of data and automated customer experience at LiteBit.
LiteBit was also impressed by Ada's interface and simplicity. LiteBit needed a platform where customer service agents could create answers themselves, which Ada allows, Lucieer said.
The cryptocurrency broker first implemented Ada by putting the bot on its FAQ page. When people clicked on the bot, they were able to see the top five frequently asked questions and quick responses in short text format.
If those questions didn't fit the technical problems that they had, different flows could be created so that the customer's information could be gathered and sent directly to the Zendesk platform, Lucieer said.
"Instead of ping-ponging back and forth three times asking for more information, [we can now] get all the information directly from the customer [once]," Lucieer said. He added that this reduces the agent handling time significantly.
Ada enabled LiteBit's agents to go from full-time customer support to working part time on the Ada chatbot and part time on customer support.
While some customers still choose to call customer service, others are happy to receive their answers more quickly using the chatbot.
The training involved
It took LiteBit about three months to fully integrate Ada into its websites. One challenge the company faced was determining how to fit large articles into short texts for customers.
"You might think 'OK, I want a lot of text balloons coming up,' but you sort of overwhelm the customer," said Lucieer.
Customer service agents also had to learn how to tune machine learning to improve Ada. They were trained on how to flag keywords so customers receive the right answer.
LiteBit has shifted its focus from using Ada to help solve customer service questions to using it to proactively get messages to customers.
"If something is wrong, for example, with an order or someone needs to do a customer protocol or anything like that, we want to give a signal on the website," Lucieer said. He said the company now uses the platform to ask customers for more information and give real-time data streams on LiteBit's website.
Ada's new features
Recently, Ada introduced new features on its platform, including language-agnostic natural language understanding (NLU), languages that are read from right to left, omnichannel extensions and A/B testing.
The NLU features improve the understanding and intent recognition of multilingual customers. It helps LiteBit to recognize customers' questions better, Lucieer said.
"Ada is trying to use more machine learning to help out our agents," he continued. This helps LiteBit improve their answers to customers' questions. Ada gives agents suggestions about which answers are best for customers.
LiteBit also uses the A/B testing to track which answers fit which customer age group or location.
Ada, which raised funding in May at a $1.2 billion valuation, said it doesn't publicly disclose how much it charges users, but it tends to be a higher-cost platform compared to other chatbot tools in the market.
Other chatbot customer service platforms includes Zendesk, Kustomer and Intercom. Technology giants like Google and Amazon also have chatbot technology in their customer service offerings.
6sense | May 13, 2022
6sense, the leading platform for B2B organizations generating predictable revenue, announced that TrustRadius has recognized it as a 2022 Top Rated Awards recipient. 6sense has won in three categories that include Account-Based Marketing, Sales Intelligence, and Intent Data.
With a trScore of 8.5 out of 10 and 46 verified customer reviews, 6sense is recognized by the TrustRadius community as a valuable player in the Account-Based Marketing, Sales Intelligence, and Intent Data software categories.
"This recognition from TrustRadius and our customers is meaningful because it reflects our commitment to innovate and execute against our vision to transform how revenue teams work, Customers can expect our team to continue to double down on our investments in people and technology to help them leverage the power of AI across the entire buyers' journey to provide a differentiated experience and produce the kind of pipeline that converts to revenue. Revenue teams aligned around insight-driven decisions not only better prioritize time and resources, but they also realize phenomenal outcomes."
-Viral Bajaria, 6sense CTO and Co-founder.
Since 2016, the TrustRadius Top Rated Awards have become the B2B's industry standard for unbiased recognition of technology products. Based entirely on customer feedback, they have never been influenced by opinion or status as a TrustRadius customer.
6sense reinvents the way organizations create, manage, and convert pipeline to revenue. 6sense Revenue AI captures anonymous buying signals, targets the right accounts at the ideal time, and recommends the channels and messages to boost revenue performance. Removing guesswork, friction, and wasted sales effort, 6sense empowers sales, marketing, and customer success teams to significantly improve pipeline quality, accelerate sales velocity, increase conversion rates, and grow revenue predictably. 6sense has been recognized for its market-defining technology by Forbes Cloud 100, Gartner, and Forrester, and for its strong culture by Glassdoor, Inc. Magazine, and Comparably. For more information, visit 6sense or follow us on LinkedIn and Twitter.
TrustRadius is the most trusted research and review platform for business leaders to find and select the right software for their needs. Decision-makers across industries rely on verified, peer-based guidance and research from TrustRadius. Vendors engage and convert high-intent buyers by telling their unique stories through rich reviews. Over 12 million visitors a year create and engage with high-quality review content and data on Trustradius.com. Headquartered in Austin, TX, TrustRadius was founded by successful entrepreneurs and is backed by Mayfield Fund, LiveOak Venture Partners, and Next Coast Ventures.
MRP | February 16, 2022
MRP, the only enterprise-class predictive Account-Based Sales and Marketing platform, is proud to help marketers step into the future of ABM as a title sponsor at the 2022 B2B Marketing Exchange (B2BMX) conference held February 28 through March 2 in Scottsdale, Arizona. To fuel enterprise marketing success, MRP will provide an array of thought-provoking insights, tools, and resources at the conference, including in-depth strategic advice and previews of its advancements in ABM innovation.
Attendees can visit MRP’s booth (#404) and learn about:
The Future of ABM: Get a sneak peek at the next generation of MRP's industry-leading Prelytix platform, which delivers seamless ABM program orchestration worldwide to help organizations unify the connection landscape for buyer engagement and accelerate revenue growth.
Proprietary research from more than 1,000 companies worldwide identifying the practices surrounding people, technology, and processes that an elite group of ABM leaders adopt to achieve breakout revenue impact.
Tools to assess their unique organizational needs and ABM maturity as well as guidance on requests for proposals (RFPs).
In-depth, one-to-one sessions with MRP thought leaders to discuss and evaluate current and future-state enterprise goals and ABM strategies.
In addition, MRP will host a breakout session entitled “Roadmap to Revenue: Proven Strategies To Accelerate ABM Success,” on March 2 at 11:20 MST, featuring an elite panel of ABM experts sharing a detailed roadmap to ABM success. Speakers include:
John Follett, Co-Founder and Chief Customer Officer, Demand Metric Research Corporation
Mark Ogne, Founder, ABM Consortium
Brendan Hughes, Marketing Campaign Manager, Everstream Solutions
Jennifer Joanne Golden, Director of Corporate Marketing, MRP
“B2B leaders recognize that mature ABM strategies are critical for adapting to customer needs and the increasingly fluid connections between digital and physical interactions across channels,” said Jennifer Golden, director of corporate marketing at MRP. “We look forward to sharing a step-by-step roadmap to mature, high-performance ABM, as well as discussing the challenges and solutions for executing account-based sales and marketing globally and at scale that drives revenue success for our clients.”
“B2B leaders recognize that mature ABM strategies are critical for adapting to customer needs and the increasingly fluid connections between digital and physical interactions across channels,” said Jennifer Golden, director of corporate marketing at MRP.
MRP Prelytix is the only enterprise-class predictive account-based sales and marketing platform. For organizations that serve multiple partners, lines of business, geographies, or industries, MRP Prelytix empowers sales and marketing teams to simplify their environment’s complexity and produce measurable and high-performance conversion, pipeline velocity, and closed revenue. Applying the industry’s only real-time predictive analytics and data management, we fuel over 1,000 ABM engines across six continents to coordinate, execute, and optimize their ABM programs using eight channels, produced in 20 languages. Powered by KX, Prelytix sits on top of the fastest streaming analytics database in the world. For more information visit: www.mrpfd.com.
Intentsify | February 25, 2022
Intentsify, the leader in intent-data activation software and solutions, today announced its third consecutive year of explosive revenue growth, as well as the expansion of its executive team in preparation for continued scale in 2022.
Intentsify began the year with strategic investments in proprietary Intent Activation™ technology, supporting B2B marketing and sales organizations through account-based strategies and digital marketing channels. In December 2021, Intentsify announced that BV Investment Partners (BV), a middle-market private equity firm focused on the tech space, had made a significant investment in Intentsify to help accelerate growth and product innovation.
“We set aggressive revenue and customer acquisition goals in 2021,” said Intentsify CEO, Marc Laplante.
“We set aggressive revenue and customer acquisition goals in 2021,” said Intentsify CEO, Marc Laplante. “And our amazing team crushed them both by wide margins. The investment by BV and some big executive hires all but ensure continued success in 2022.”
2021 Growth Milestones
3x year-over-year revenue growth
74.6% increase in net-new customers
2x jump in employee headcount
New Executive Hires
Devon Wellbrock, SVP of Global Accounts, joins Intentsify with two decades of experience in account-based marketing and IT channel sales. Devon brings a unique blend of leadership, vision, and knowledge, having led large global sales, account management, and professional services teams. Her efforts will focus on enterprise B2B technology organizations, driving platform sales and expanding the business globally.
Martin Carr, VP of Data Sales, has more than 20 years of experience with marketing industry leaders like Harte Hanks and Accenture, where he helped clients refine their go-to-market approach and execute on their sales and marketing strategies. Spearheading Intentsify’s data solutions team, Martin will collaborate with customers to help them understand the B2B buyer mindset at each stage of the customer lifecycle.
Intentsify's Intent Activation™ software and solutions make intent data more actionable and impactful for B2B marketing and sales teams. Building on its proprietary intent data, Intentsify’s software layers multiple intent data feeds to identify accounts showing the strongest buy-cycle activities—as well as the issues they’re most concerned with—and then converts these insights into actions, helping customers efficiently scale pipeline velocity and revenue. For more information, please visit www.intentsify.io.