Topbox helps businesses understand how their customers experience their products and where they run into issues by analyzing voice and text chats to surveys, social media posts and online reviews.
Today, the company announced it has raised a $5 million funding round led by Telescope Partners, with participation from Cascade Angels, Flyover Capital and the Maryland Venture Fund.
Currently, TopBox users include Bed Bath and Beyond, Western Union, and Orvis. With the fundraising, they will expand its product into the new market and continue to develop its product.
The CEO of TopBox Chris Tranquill told in the report is that he first experienced the issue when he try’s to solve at the time of running a call center with lots of agents. All the companies with whom they are providing service have the same issue: understanding the friction points their customer were experiencing.
“We always had this vision that being able to understand those friction points with deep context really — that’s what the key is — but getting to that granular level of detail so that you can have that context to support a decision,” Tranquill said. Say you want to understand what issues customers are having with a new shoe. Ideally, Topbox will aggregate all of the data across all channels about that shoe and help the company understand who the wearers are and what issues they are experiencing.
The company is also going to launch a new UI and bring machine learning expertise as it looks to provide its users with more profound insights into their data.