Welcome!

News Feed Item

StepOne, Inc. Launches to Fix Customer Self-Service, Announces $4M Series A Financing

StepOne, Inc., the adaptive self-service company, today announced the launch of their Contextual Care™ system in limited distribution. The company’s flagship product Contextual Care makes it easy for customers to resolve their own problems online by proactively delivering personalized support recommendations based on contextual data. StepOne has deployments currently with two global communication service providers, Telstra (Australia's largest telecomm, a $38B company) and a Tier 1 U.S. cable company.

The company also announced that it closed $4 million in Series A funding led by LiveOak Venture Partners with equal participation from Silverton Partners. Funds will be used to grow the product team, as well as expand sales and marketing efforts.

Large companies with complex products are increasingly investing in customer experience in an attempt to grow satisfaction, reduce churn and lower call volume. In a 2013 study by Ovum, 68 percent of CIOs place spending IT budget on improving customer experience and satisfaction as a high priority for 2014. Looking into the future, ABI Research’s Internet of Everything Research Service predicts that more than 30 billion devices will be wirelessly connected to the Internet by 2020, creating enormous demand for excellent customer support.

Despite a multitude of support options today, customers struggle to find the help they actually need. StepOne’s novel approach to self-service predicts a customer’s question by measuring hundreds of customer attributes like what services they’ve purchased, the state of their billing cycle and the technical performance of the product, and then matches the customer to the optimal content for their predicted question. The adaptive software continuously learns which specific pieces of support content best serve various customers, improving its accuracy over time.

“From product onboarding to in-life support, self-service for customers is broken,” said Alex Mitchell, CEO and co-founder of StepOne Inc. “Even though most customers prefer to solve problems themselves, they give in and finally pick up the phone. There is too much content presented to solve the problem and too many irrelevant results in search queries. Our goal is to make self-service become a driver of customer loyalty and cost savings. When you can answer the customer’s question before they’ve even asked it, they’ll stick with you.”

Over 70 percent of customers prefer self-service to a help desk, and, according to the Corporate Executive Board, customers actually rate businesses up to 20 points higher in customer satisfaction when they are able to successfully self-serve. By mapping to existing data, StepOne builds a contextual picture of the user and their issue. The service predicts the customer’s questions and support needs using the information the business already knows about the customer, and serves up the most appropriate support content. The content is continually adapted and evolved through machine learning algorithms and effectiveness measures.

"As part of our Digital First program, we seek to employ new technologies to make it easier for our customers to make the most of our products and services. We are pleased to have partnered with StepOne to bring a new level of technical support ease to our customers," said Gerd Schenkel, Executive Director of Telstra Digital.

In the summer of 2013, StepOne accepted an undisclosed amount of seed funding from LiveOak Venture Partners.

Companies interested in finding out more can visit http://steponeinc.com.

Investor Quotes:

“Since our seed investment, the StepOne team has achieved significant customer traction, so we are delighted to continue to support the StepOne team as they scale their operations,” said Krishna Srinivasan, co-founder and general partner at LiveOak Venture Partners. “Contextual Care addresses a complex pain point for large enterprises -- they’re struggling to improve satisfaction and loyalty rates as customer behavior and preferences evolve rapidly. From brick and mortar to desktop and mobile, the customer experience is now an organizational imperative. StepOne is well positioned to deliver immense value for these enterprises.”

“I’ve known and worked with the StepOne founding team for a long time," said Kip McClanahan, partner at Silverton Partners. "This team knows the market, understands the problem space and I'm confident in their ability to continue to execute and drastically improve the support experience within their customer's business. We are excited to be an investor and partner.”

About StepOne, Inc.

StepOne Contextual Care is an adaptive self-service system. Our technology makes it easy for your customers to resolve problems by delivering personalized, contextually relevant support content in the right place, at the right time.

The StepOne team has over seven decades of combined experience helping large enterprises drive down the operational costs of customer service and create compelling customer experiences that grow their business. The company was founded in 2011 and is based in Austin, Texas. For more information visit http://steponeinc.com/.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
One of the hottest areas in cloud right now is DRaaS and related offerings. In his session at 16th Cloud Expo, Dale Levesque, Disaster Recovery Product Manager with Windstream's Cloud and Data Center Marketing team, will discuss the benefits of the cloud model, which far outweigh the traditional approach, and how enterprises need to ensure that their needs are properly being met.
The security needs of IoT environments require a strong, proven approach to maintain security, trust and privacy in their ecosystem. Assurance and protection of device identity, secure data encryption and authentication are the key security challenges organizations are trying to address when integrating IoT devices. This holds true for IoT applications in a wide range of industries, for example, healthcare, consumer devices, and manufacturing. In his session at @ThingsExpo, Lancen LaChance, vic...
WebRTC has had a real tough three or four years, and so have those working with it. Only a few short years ago, the development world were excited about WebRTC and proclaiming how awesome it was. You might have played with the technology a couple of years ago, only to find the extra infrastructure requirements were painful to implement and poorly documented. This probably left a bitter taste in your mouth, especially when things went wrong.
Big Data, cloud, analytics, contextual information, wearable tech, sensors, mobility, and WebRTC: together, these advances have created a perfect storm of technologies that are disrupting and transforming classic communications models and ecosystems. In his session at @ThingsExpo, Erik Perotti, Senior Manager of New Ventures on Plantronics’ Innovation team, provided an overview of this technological shift, including associated business and consumer communications impacts, and opportunities it m...
In their general session at 16th Cloud Expo, Michael Piccininni, Global Account Manager - Cloud SP at EMC Corporation, and Mike Dietze, Regional Director at Windstream Hosted Solutions, reviewed next generation cloud services, including the Windstream-EMC Tier Storage solutions, and discussed how to increase efficiencies, improve service delivery and enhance corporate cloud solution development. Michael Piccininni is Global Account Manager – Cloud SP at EMC Corporation. He has been engaged in t...
You have great SaaS business app ideas. You want to turn your idea quickly into a functional and engaging proof of concept. You need to be able to modify it to meet customers' needs, and you need to deliver a complete and secure SaaS application. How could you achieve all the above and yet avoid unforeseen IT requirements that add unnecessary cost and complexity? You also want your app to be responsive in any device at any time. In his session at 19th Cloud Expo, Mark Allen, General Manager of...
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, discussed the importance of WebRTC and how it enables companies to focus o...
Big Data engines are powering a lot of service businesses right now. Data is collected from users from wearable technologies, web behaviors, purchase behavior as well as several arbitrary data points we’d never think of. The demand for faster and bigger engines to crunch and serve up the data to services is growing exponentially. You see a LOT of correlation between “Cloud” and “Big Data” but on Big Data and “Hybrid,” where hybrid hosting is the sanest approach to the Big Data Infrastructure pro...
All organizations that did not originate this moment have a pre-existing culture as well as legacy technology and processes that can be more or less amenable to DevOps implementation. That organizational culture is influenced by the personalities and management styles of Executive Management, the wider culture in which the organization is situated, and the personalities of key team members at all levels of the organization. This culture and entrenched interests usually throw a wrench in the work...
Hardware virtualization and cloud computing allowed us to increase resource utilization and increase our flexibility to respond to business demand. Docker Containers are the next quantum leap - Are they?! Databases always represented an additional set of challenges unique to running workloads requiring a maximum of I/O, network, CPU resources combined with data locality.
In his General Session at DevOps Summit, Asaf Yigal, Co-Founder & VP of Product at Logz.io, will explore the value of Kibana 4 for log analysis and will give a real live, hands-on tutorial on how to set up Kibana 4 and get the most out of Apache log files. He will examine three use cases: IT operations, business intelligence, and security and compliance. This is a hands-on session that will require participants to bring their own laptops, and we will provide the rest.
"We're bringing out a new application monitoring system to the DevOps space. It manages large enterprise applications that are distributed throughout a node in many enterprises and we manage them as one collective," explained Kevin Barnes, President of eCube Systems, in this SYS-CON.tv interview at DevOps at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
In his General Session at 16th Cloud Expo, David Shacochis, host of The Hybrid IT Files podcast and Vice President at CenturyLink, investigated three key trends of the “gigabit economy" though the story of a Fortune 500 communications company in transformation. Narrating how multi-modal hybrid IT, service automation, and agile delivery all intersect, he will cover the role of storytelling and empathy in achieving strategic alignment between the enterprise and its information technology.
Buzzword alert: Microservices and IoT at a DevOps conference? What could possibly go wrong? In this Power Panel at DevOps Summit, moderated by Jason Bloomberg, the leading expert on architecting agility for the enterprise and president of Intellyx, panelists peeled away the buzz and discuss the important architectural principles behind implementing IoT solutions for the enterprise. As remote IoT devices and sensors become increasingly intelligent, they become part of our distributed cloud enviro...
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...