Tel Aviv-based information customer content self service provider Zoomin has raised $52 million in a series C round.
The investment is expected to further fuel its go-to-market strategy, expand product offerings and analytics solutions, as well as enter the APAC market.
With the massive amount of content produced by enterprises; user guides, knowledge articles and community discussions, Zoomin is curating new standards in user experiences by transforming these encyclopedias into intuitive self-service products.
Their technology continuously ingests evolving product information from a variety of sources and presents users with the most relevant, personalised product queries wherever, whenever they need it via document documentation sites, customer service portals, support communities, and product applications.
2020 saw Zoomin’s demand double, with a 300% increase in the volume of product content served via the platform. Zoomin points to a heightened demand for intuitive product content solutions as customer experience trends shift.
According to a Harvard Business Review study, consumers are increasingly asking for self-serve answers, rather than relying on customer support teams. Likewise, customer adoption of digital support channels has nearly doubled in 2020, with 60% of businesses expected to implement self-service portals within the next 12 to 18 months.
To this end Zoomin has served over 55 million product answers in 2020 alone.
“At General Atlantic, we pride ourselves on identifying category builders and growth-oriented disruptors, and view Zoomin as a natural fit given those priorities,” said Alex Crisses, Managing Director, Global Head of New Investment Sourcing and Co-Head of Emerging Growth at General Atlantic.