Click here to close now.




















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
In a recent research, analyst firm IDC found that the average cost of a critical application failure is $500,000 to $1 million per hour and the average total cost of unplanned application downtime is $1.25 billion to $2.5 billion per year for Fortune 1000 companies. In addition to the findings on the cost of the downtime, the research also highlighted best practices for development, testing, application support, infrastructure, and operations teams.
"We specialize in testing. DevOps is all about continuous delivery and accelerating the delivery pipeline and there is no continuous delivery without testing," noted Marc Hornbeek, Sr. Solutions Architect at Spirent Communications, in this SYS-CON.tv interview at @DevOpsSummit, held June 9-11, 2015, at the Javits Center in New York City.
How do you securely enable access to your applications in AWS without exposing any attack surfaces? The answer is usually very complicated because application environments morph over time in response to growing requirements from your employee base, your partners and your customers. In his session at @DevOpsSummit, Haseeb Budhani, CEO and Co-founder of Soha, shared five common approaches that DevOps teams follow to secure access to applications deployed in AWS, Azure, etc., and the friction an...
"Alert Logic is a managed security service provider that basically deploys technologies, but we support those technologies with the people and process behind it," stated Stephen Coty, Chief Security Evangelist at Alert Logic, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
Digital Transformation is the ultimate goal of cloud computing and related initiatives. The phrase is certainly not a precise one, and as subject to hand-waving and distortion as any high-falutin' terminology in the world of information technology. Yet it is an excellent choice of words to describe what enterprise IT—and by extension, organizations in general—should be working to achieve. Digital Transformation means: handling all the data types being found and created in the organizat...
The essence of cloud computing is that all consumable IT resources are delivered as services. In his session at 15th Cloud Expo, Yung Chou, Technology Evangelist at Microsoft, demonstrated the concepts and implementations of two important cloud computing deliveries: Infrastructure as a Service (IaaS) and Platform as a Service (PaaS). He discussed from business and technical viewpoints what exactly they are, why we care, how they are different and in what ways, and the strategies for IT to tran...
The Internet of Everything (IoE) brings together people, process, data and things to make networked connections more relevant and valuable than ever before – transforming information into knowledge and knowledge into wisdom. IoE creates new capabilities, richer experiences, and unprecedented opportunities to improve business and government operations, decision making and mission support capabilities.
The Software Defined Data Center (SDDC), which enables organizations to seamlessly run in a hybrid cloud model (public + private cloud), is here to stay. IDC estimates that the software-defined networking market will be valued at $3.7 billion by 2016. Security is a key component and benefit of the SDDC, and offers an opportunity to build security 'from the ground up' and weave it into the environment from day one. In his session at 16th Cloud Expo, Reuven Harrison, CTO and Co-Founder of Tufin,...
The Internet of Things is not only adding billions of sensors and billions of terabytes to the Internet. It is also forcing a fundamental change in the way we envision Information Technology. For the first time, more data is being created by devices at the edge of the Internet rather than from centralized systems. What does this mean for today's IT professional? In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists addressed this very serious issue of pro...
With SaaS use rampant across organizations, how can IT departments track company data and maintain security? More and more departments are commissioning their own solutions and bypassing IT. A cloud environment is amorphous and powerful, allowing you to set up solutions for all of your user needs: document sharing and collaboration, mobile access, e-mail, even industry-specific applications. In his session at 16th Cloud Expo, Shawn Mills, President and a founder of Green House Data, discussed h...
Container technology is sending shock waves through the world of cloud computing. Heralded as the 'next big thing,' containers provide software owners a consistent way to package their software and dependencies while infrastructure operators benefit from a standard way to deploy and run them. Containers present new challenges for tracking usage due to their dynamic nature. They can also be deployed to bare metal, virtual machines and various cloud platforms. How do software owners track the usag...
Discussions about cloud computing are evolving into discussions about enterprise IT in general. As enterprises increasingly migrate toward their own unique clouds, new issues such as the use of containers and microservices emerge to keep things interesting. In this Power Panel at 16th Cloud Expo, moderated by Conference Chair Roger Strukhoff, panelists addressed the state of cloud computing today, and what enterprise IT professionals need to know about how the latest topics and trends affect t...
"Our biggest growth area has been the security services, the managed services - the things that differentiate us in the market that there is no client that's too small and there's no client that's too big," explained Paul Mazzucco, Chief Security Officer at TierPoint, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
SYS-CON Events announced today that HPM Networks will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. For 20 years, HPM Networks has been integrating technology solutions that solve complex business challenges. HPM Networks has designed solutions for both SMB and enterprise customers throughout the San Francisco Bay Area.
Containers are changing the security landscape for software development and deployment. As with any security solutions, security approaches that work for developers, operations personnel and security professionals is a requirement. In his session at DevOps Summit, Kevin Gilpin, CTO and Co-Founder of Conjur, will discuss various security considerations for container-based infrastructure and related DevOps workflows.