If you’re a customer support manager, how many phone calls can you listen to in a week? According to Luba Chudnovets and Irina Bednova, the founders of Cordless, most managers listen to at most 10 calls per week. That’s where Cordless comes in – a London-based startup that provides an AI platform to analyse spoken word feedback from customer support phone calls.
Inspired by their experiences working as the head of scaling operations and a technical lead at Monzo, Chudnovets and Bednova founded Cordless in 2020. They found that understanding customer feedback was essential to providing user support. Their startup aims to help companies improve their customer support by analysing and categorising calls to detect conversational trends.
Cordless has raised £1.9m ($2.3m) in a funding round led by Fly Ventures. Other backers include Passion Capital, TrueSight, Entrepreneur First, and angel investors such as Monzo co-founder Tom Blomfield and Eventbrite co-founder Renaud Visage.
The platform uses AI to summarise and categorise calls, allowing companies to track the needs of customers and identify areas of dissatisfaction. Cordless also enables managers to improve customer support quality by identifying issues like tone of voice and providing insights into how customer support teams can better address customer concerns.
“Voice support is a generally underinvested category, compared to text, but it is critical to several high-complexity product segments, as well as older, less tech-savvy customer groups,” said Fly Ventures partner Marie Brayer. “Luba and Irina experienced this first-hand at Monzo and are now bringing a super well-crafted platform to the market.”
How Cordless Works
Cordless analyses spoken word feedback from customer support phone calls using AI. The platform is built on a two-step process:
- Transcription: Cordless transcribes phone calls and converts them into text.
- Analysis: The platform uses AI to analyse the transcriptions, identify trends and insights, and summarise and categorise calls.
The result is a dashboard that provides managers with actionable insights into how customer support teams can better address customer concerns.
Benefits of Cordless for Companies
Cordless helps companies to improve their customer support by providing insights into how they can better address customer concerns. The platform enables managers to:
- Track the needs of customers: Cordless categorises calls based on the needs of customers. This enables managers to track trends in customer feedback and address issues before they become major problems.
- Identify areas of dissatisfaction: By categorising calls based on customer feedback, Cordless can help managers to identify areas of dissatisfaction and take corrective action.
- Improve customer support quality: Cordless provides insights into how customer support teams can better address customer concerns. This includes identifying issues like tone of voice and providing guidance on how to improve the customer experience.
- Save time: By summarising and categorising calls, Cordless saves managers time and allows them to focus on addressing customer concerns.
Conclusion
Cordless is a London-based startup that provides an AI platform to analyse spoken word feedback from customer support phone calls. The platform helps companies to improve their customer support by analysing and categorising calls to detect conversational trends. The startup has raised £1.9m ($2.3m) in a funding round led by Fly Ventures. Cordless enables managers
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