The world of customer support is evolving rapidly, driven by profound changes in customer expectations, technological advancements, and the challenges brought about by the pandemic. In this landscape, Assembled, a workforce management platform focused on customer support teams, has emerged as a formidable contender. Recently, the company raised a significant $51 million in Series B funding, led by New Enterprise Associates, a strategic move aimed at empowering their platform further and addressing the growing complexities of customer service operations.
Understanding the Challenges
The pandemic has placed unprecedented pressure on customer support organizations. As remote work became the norm, support teams grappled with not just the rising tide of customer queries, but also the hurdles of maintaining efficient operations in a dispersed environment. A survey by tech vendor Replicant revealed that a staggering 71% of people believe reaching a real person for assistance has become more challenging since the pandemic began. This challenge is compounded by a high turnover rate in the U.S. contact center sector, standing between 30% and 45% annually, a statistic that underscores the urgency for innovative solutions.
Assembled’s Vision and Offering
Assembled is not merely another customer support tool, but a nuanced platform designed to alleviate the burdens faced by support teams. Co-founder Ryan Wang, along with his brother and co-founder John, realized the transformative potential of support operations while working at Stripe. “The Great Resignation and ongoing staffing shortages highlighted the need for organizations to balance the demands of the business with the well-being of their support teams,” Wang explains.
With its advanced capabilities in forecasting customer requests and scheduling, Assembled utilizes historical data, including patterns from support tickets and various online platforms, to anticipate customer needs. Its simulation models and optimization algorithms are not just theoretical tools; they provide a tangible framework for managing staffing and schedule flexibility—all while keeping key performance metrics at the forefront.
Analytics without Surveillance
A significant point of concern in the contact center industry has been the rise of remote work surveillance. Notably, some platforms have been accused of coercive monitoring tactics. Assembled takes a different stance, emphasizing an empowering approach that respects agent privacy and well-being. The platform allows clients to manage data transparently, enabling them to delete user data as desired. This commitment to user-centered design places Assembled ahead in addressing the modern needs of support agents.
Launching CX Scholars: Investing in Future Leaders
A notable initiative from Assembled is the CX Scholars program, which aims to foster the growth of emerging customer experience leaders across the industry. By committing a percentage of the company’s revenue to furthering the education and skills of support workers, Assembled sets itself apart in prioritizing the development of talent within the sector. As details of the program are being finalized, it reflects the company’s dedication to nurturing future leaders in customer experience.
Competitive Landscape and Future Directions
Competing against a host of legacy systems and burgeoning startups, Assembled positions its platform as an agile solution designed explicitly for the demands of modern customer support. As Wang elaborates, the outdated tools that many organizations still rely upon are ill-equipped to meet the needs of today’s dynamic support operations. “Customer experience is a people-intensive function, and we specialize in the logistics that make providing great support possible,” he states.
As Assembled continues on its growth trajectory—having tripled its client base in recent years and projected rapid team expansion—the organization is committed to building solutions tailored to specific areas like trust and safety, fulfillment, and IT help desk management. A new office in New York and expansion plans for the Asia-Pacific region and Europe signal the company’s ambitions to scale effectively and meet global demand.
Conclusion: A Bright Future for Customer Support
The investment in Assembled reiterates a crucial truth: effective customer support is no longer optional; it is critical for brand success and customer retention. By leveraging advanced technology to empower support teams, Assembled is not just addressing challenges but also setting a new standard for customer experience in a post-pandemic world. As companies strive to improve their customer interactions, Assembled’s innovative approach will play a pivotal role in shaping the future of customer support.
At fxis.ai, we believe that such advancements are crucial for the future of AI, as they enable more comprehensive and effective solutions. Our team is continually exploring new methodologies to push the envelope in artificial intelligence, ensuring that our clients benefit from the latest technological innovations. For more insights, updates, or to collaborate on AI development projects, stay connected with fxis.ai.
