Smart Help Desk Accelerator DigitalBrain Announces $3.4 Million in Seed Funding

Quality in customer support relies on the thoroughness with which an agent does their job. It also relies on speed: customers don’t want to spend an hour on the phone trying to get an issue settled. Unfortunately, speed is often the enemy of quality (and vice versa). In help desk situations, the complexity of both the customers’ issues and the amount of technology at the agents’ disposal can lead to delays or missed information. Necessary administrative tasks such as canceling a help desk ticket can often result in wasted time, and mean that an agent is delayed in picking up a new ticket.

DigitalBrain, a recent startup, aims to help with both the speed and the quality issues by providing a smart layer that acts as the brain of an existing solution.  

“DigitalBrain  is an external layer that sits on top of existing help desk software to actually help the support agents get through their tickets twice as fast, and we’re doing that by automating a lot of internal workflows, and giving them all the context and information they need to respond to each ticket, making the experience of responding to these tickets significantly faster,” company co-founder Kesava Kirupa Dinakaran told TechCrunch.

Palo Alto (News - Alert), California-based DigitalBrain recently announced that it has raised a $3 million seed investment courtesy of Moxxie Ventures as well as Caffeinated Capital, Unshackled Ventures, Shrug Capital, Weekend Fund, Underscore VC and Scribble Ventures. The new round follows investments of $250,000 in March from Unshackled Ventures and $150,000 from Y Combinator in May of this year, for a total of $3.4 million.

The money, according to Dinakaran, will be used to begin building the company up and out. (As of today, it has only a handful of employees.)

“What we’re trying to do is really accelerate the development and building of what we’re doing. And we think if we push the gas pedal with the resources we’ve gotten, we’ll be able to accelerate bringing on the next couple of customers, and start onboarding some of the larger companies we’re interested in,” he told TechCrunch.

Edited by Maurice Nagle