Fullview wants to rethink customer support and raises $1.8M in pre-seed funding

Copenhagen-based customer support platform Fullview has raised $1.8 million in pre-seed funding, fueling its efforts to redesign the entire experience. The support will be used to further develop the product and boost recruitment, especially in the engineering team.

According to a Hubspot report, 93% of B2B SaaS companies surveyed indicated that customer expectations for support are at an all-time high. Meanwhile, Zendesk reports that support reps resolve about 180 tickets per month, sometimes taking up to 45 minutes per ticket. A dilemma from every point of view.

In a crowded market, one of the fastest ways for a business to stand out from the competition is to provide impeccable customer service. But with the numbers quoted above, what’s a B2B to do?

This is exactly the problem that Fullview founders Daniel Bakh and Dorin Tarau set out to solve. Fullview builds an API that connects to existing web applications and allows customer service representatives to instantly access a user’s screen, have in-app video calling, and access control of multi-user screen.

Does that scare you a little? Well, yes and no, as the company reports that it adheres to strict GDPR measures, with no need to fully log into a user’s account. Similarly, multi-user screen control is only available to agents after a user has given explicit consent.

“Instead of seeing customer support as a cost center, SaaS leaders are starting to see support as the growth engine it really is,” says co-founder and CEO Daniel Bakh. “If you really want to scale a SaaS business, revenue retention is an absolute must, and effective customer support is an essential part of that. You can’t grow your business with a leaky bucket. »

According to the company, they have assembled an impressive list of customer support managers such as Hopin, Pleo, Labster, Monday.com, all of whom provide feedback as the technology develops.

Fullview’s pre-seed round was led by Cherry Ventures, with Seedcamp also participating. Angel investor participation included founders of Pleo, Dixa, Unity, Pitch and Juni.

“With Fullview, Daniel and Dorin are rethinking the customer experience, taking customer support to new heights,” says Sophia Bendz, Partner at Cherry Ventures. “We are thrilled to support this exceptional team as they create a way for businesses to interact more impactfully with their customers in a seamless and interactive way. With Fullview, customers don’t need to switch apps, but can instead resolve issues with their support managers in already used and familiar interfaces.

Joseph P. Harris