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Wednesday, Apr 24, 2024

ServiceMob Tackles Customer Service for Businesses

Irvine-based software firm ServiceMob wants to make customer service less painful for consumers.

Between social media and live chats, there are multiple channels for customers to express their discontent to a company.

“There’s so many ways to talk to a business,” Anuj Bhalla, CEO of ServiceMob, told the Business Journal.

ServiceMob’s customer service analytics pull data across all these touchpoints for companies and measures the effectiveness of a company’s customer service.

The company was most recently recognized as “Best Startup of the Year” by the Internet Marketing Association at the annual Impact23 Awards in October.

ServiceMob is also one of 10 companies selected to join Massachusetts Institute of Technology’s 12-month startup accelerator, MIT STEX25.

Founded in 2016, ServiceMob went to market with its software in 2021 and has experienced “triple-digit growth” each year since its launch, Bhalla said.

ServiceMob has raised $2 million in funding to date with support in part from MIT’s Sandbox Innovation Fund.

Frontline Support

ServiceMob makes information that was once unavailable to operators at every level, from frontline agents in call centers to top executives managing thousands of employees.

The company enlists the help of artificial intelligence (AI) and machine learning to analyze customer interactions.

The company’s algorithms look at things like the reason for a call, customer effort and outcome to make recommendations on where to improve service.

“There’s a lot of companies hyper-focused on efficiency, but not looking at the overall picture of effectiveness,” Bhalla said.

Studies indicate consumers are placing more importance on service and are willing to spend more for a better customer experience. A 2023 Zendesk Inc. report notes 60% of consumers bought from businesses solely based on service reputation.

Despite businesses investing in automation and AI, Americans believe customer service has worsened in recent years, according to the National Customer Rage Survey.

“The difference with ServiceMob is that it considers the entire end-to-end experience,” Bhalla said.

Accenture Ties

Bhalla started his career in data science at global consulting giant Accenture PLC (NYSE: ACN).

He spent 13 years leading service analytics at Accenture helping clients like Alphabet Inc., Dell Technologies Inc. and Microsoft Corp. implement better customer service strategies.

Instead of returning to consulting after his time at Accenture, Bhalla got his MBA from MIT where he came up with ServiceMob for an academic project.

He noticed that outside of Fortune 500 companies, not all businesses could necessarily afford high-priced customer service consultants to make sense of their data.

“I saw this need in the market for a solution on the software side,” Bhalla said.

ServiceMob received early support from prominent Orange County tech leaders, such as Alteryx Inc.’s (NYSE: AYX) Dean Stoecker and Ardius’ Joshua Lee; both act as advisers for the firm today.

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Sonia Chung
Sonia Chung
Sonia Chung joined the Orange County Business Journal in 2021 as their Marketing Creative Director. In her role she creates all visual content as it relates to the marketing needs for the sales and events teams. Her responsibilities include the creation of marketing materials for six annual corporate events, weekly print advertisements, sales flyers in correspondence to the editorial calendar, social media graphics, PowerPoint presentation decks, e-blasts, and maintains the online presence for Orange County Business Journal’s corporate events.

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