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Product Review
Assistly
Reviewed by:
CRM Idol Primary Judges - Americas
Assistly is a cloud-based customer support platform focused on servicing small and midsize businesses. Founded in October of 2009, it is the fourth startup created by a core group of four serial entrepreneurs with deep customer service software experience. Three of their previous startups were customer service application service providers – including eAssist and eShare.
The company currently has thirty-six employees, with key executive hires bringing additional call center experience to the organization. They have multiple locations including San Francisco and New York. Their board of advisors is made up of executives with solid business experience and acumen, most notably Dallas Mavericks owner Mark Cuban. Additionally, Assistly has raised $5.7 million over two rounds of financing. Investors include Salesforce.com, Index Ventures and True Ventures, to name a few.
Assistly’s target audience is companies with 5-1,000 employees. Additionally, 30% of their current customer base is headquartered outside of the US, although there has been limited focus on overseas distribution.
The solution is geared towards assisting their clients in providing multichannel support to their customer bases. They emphasize being a contact center solution, as opposed to a more traditional call center application, as it is not optimized for telephony (CTI/IVR) integration. They focus on companies with business models that are more web-centric because of the tendency for these organizations to favor a multichannel approach.
Assistly’s plaftform provides the following capabilities:
Interaction Management
- Dynamic FAQs (on your website)
- Community Q&As
- Manual Telephony
- Chat
- Twitter (reactively and proactively)
Case Management
- Including realtime executing business rules, workflows and filters
Knowledge Base
- Internal and external support
The solution comes with interfaces for the agent desktop, system administration, and reporting. Also included is the HelpCenter self-service portal, which provides the following out of the box functionality:
- A searchable, skin-able, customizable place on the web that can connect with client websites
- Client customers can go to discover their own answers or ask other users for assistance
- Full knowledge base can be exposed
As a customer submits a request through the search function of the portal, Assistly will take a pass through the knowledgebase and display the top three answers that could provide possible solutions while the customer types.
The solution is a Ruby on Rails based, self-provisioning SaaS application, using Amazon’s EC2, S3 and Cloudfront services. Its REST-based API allows developers the ability to retrieve cases for a particular customer, retrieve or update a customer’s information, and to create new interactions, cases and customers. And they are working on native iPhone, iPad and Android apps for the agent interface to be delivered within next 60 days.
Assistly has come up with a pricing model that makes it attractive for SMBs to try it out. The first user (fulltime agent) gets to use the system for free, with every additional fulltime agent costing $49 per month. But the most interesting piece of the pricing model is how they charge for part time agents. Assistly charges part time (or as they say flex) agents $1 per hour of usage. So if a group of five part-time agents work a total of 80 hours, Assistly will charge the customer $80. That’s a big discount from having buy each of them a $49/mo license.
Assistly also offers an onboarding “to-do” list that companies can go through to help them get set up for configuring the system, including:
- Setting up email boxes (and outbound email boxes)
- Writing macros
- Writing articles to fill out Knowledgebase (same KB is used by agents, and website visitors for self help)
- Adding Twitter accounts
- Adding Facebook Pages
These tasks not only help customers and their agents to get up to speed quickly, but as you complete tasks Assistly gives you bonus flex hours to use – a nice gamification twist that creates a win-win scenario.
The customer support field targeting the SMB space is definitely an area more companies are focusing on. But there is no eight hundred pound gorilla in the space and in many cases bug tracking systems and homegrown tools are the biggest competition. But as more companies use social channels to provide support to customers, they will need systems that make it as easy as possible to do so. Assistly is in a good position to be a leader at the SMB level. The application has the needed functionality while being easy to use. The architecture in place should allow them to scale their operations when needed. And the pricing model will be attractive to SMBs needing to ease into using this kind of system.
Comments
Thank you!
Excellent sketch of Assistly. Thank you, judges, for accuracy and diligence. Hoping to see everybody at Dreamforce.
Many thanks!
This is a great overview of Assistly, and we appreciate all the hard work of the judges on all the contestent reviews. CRM Idol is always my first stop in the morning!
Congratulations!
Congratulations to the Assistly Team on the acquisition news!!!
I look forward to running into y'all in the halls of 1 California!
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