ACX Market Leader Experienced Triple Digit Revenue Growth, Facilitated 120 Million Customer Conversations, And Ended The Year At 12.5 BILLION Downloads Per Month
TORONTO, January 11, 2021 — Ada, the leader in Automated Customer Experience (ACX), enters 2021 better positioned than ever before to empower companies across all sectors to provide personalized customer experiences at scale through automated self-service.
In the throes of the COVID-19 pandemic, when digital emerged as the primary means of communication and connection, Ada was there to help companies like Zoom, Shopify, Upwork and AirAsia scale customer service with an automation-first strategy that freed live agents to work more complex, challenging inquiries.
Ada’s no-code, AI chatbot can be deployed in days, without involvement from IT, delivering an immediate return on investment. Ada’s proprietary Natural Language Understanding engine enables superior comprehension of meaning and context of conversations, allowing the bot to automate complex tasks that were formerly performed by humans. Serving answers to 8 of 10 customer inquiries, this raises both agent and customer satisfaction while reducing churn for both.
While being there for customers at an urgent and critical time, Ada experienced triple digit revenue growth in 2020, closed a $44 million Series B round led by Accel, expanded partnerships with Salesforce and Zendesk, and deepened social channel integrations with WhatsApp and Facebook Messenger.
“In 2020, the relationship between businesses and customers changed forever. From both sides, they are seeking deeper connections, more conversations, closer engagement. And this year, we proved Ada’s automation-first platform directly addresses those expectations,” said Mike Murchison, co-founder and CEO of Ada. “Companies that provide personalized experiences, through automated self-service - those are the ones building meaningful and lasting relationships with customers. Looking back on 2020, I’m especially proud that Ada was trusted by so many, at a time fraught with such uncertainty and urgency.”
Increased Market Penetration and Customer Satisfaction
In 2020,conversations between customers and businesses exploded at the onset of the COVID-19 pandemic and maintained elevated levels of activity throughout the year. In fact, Ada automated more than 120 million customer conversations in 2020.
New customers that chose Ada in 2020 include Zoom, Aeropost, Moneylion, Tile, iHerb, and Webflow. As Ada’s client base grew, so too did customer satisfaction. Users rated Ada 4.7 out of 5 stars on G2.com, a site that scores products and sellers based on reviews gathered from its user community, as well as data aggregated from online sources and social networks.
Enhanced Product Features and Deeper Integrations
In 2020, Ada released several new platform capabilities including deeper social channel integrations with Facebook and WhatsApp that enable customers to design and deliver cost efficient automated experiences at scale. Ada’s social integrations allow brands to meet their customers in the channels where they are, creating a conversational flow that either resolves outcomes quickly or connects customers to a live agent at the right time. This allows for better engagement without increased costs.
Ada’s conversational chatbot can also be integrated with customers’ Knowledge Bases to answer questions using already built content.
Finally, the company announced deeper integrations with Salesforce and Zendesk, bringing the power of accessible AI to organizations seeking a best-in-class, automation-first approach to customer service. Ada’s automation capabilities now synchronize with Salesforce Live Agent, Salesforce Service Cloud, and Salesforce Sales Cloud, as well as Zendesk Sunshine Conversations. Ada launched on the Zendesk SunCo marketplace to fully integrate with Whatsapp, Facebook Messenger, Twitter DM and more!
Industry and Workplace Recognition
Ada’s triple-digit revenue growth did not go unnoticed. The company ranked 15 on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest-growing technology, media, telecommunications, life sciences and energy tech companies in North America, as well as ranking 3 on Deloitte’s Technology Fast 50™, Canada’s preeminent technology awards program. Locally, the Canadian Innovation Exchange named Ada as a Top 10 Growth Company, and the company placed number 11 of 400 on the Globe and Mail’s 2020 business ranking of Canada’s Top Growing Companies.
Ada has grown its team to 200 owners, as well as expanded its leadership team to include Thomas Gerber as VP of Engineering. Thomas brings years of experience leading high performing teams in some of the world's most recognized and fastest-growing software companies, most recently as Director of Engineering for Salesforce Einstein. They were also named to the lists of Canada’s Best Workplaces for Today’s Youth, Best Workplaces in Technology 2020, and Best Workplaces for Mental Wellness 2020.
“As I look to 2021, I see so much opportunity for our company as well as for our customers,” added Murchison. “Ada's achievements position us well to help companies harness the power of automation to quickly realize digital transformation imperatives and better engage customers along the way."
Ada is the market leader in Automated Customer Experience (ACX). As the only chatbot platform purpose-built to support an automation-first customer experience strategy, Ada's AI-powered platform is designed to deliver the scale and impact that transforms customer support from a cost center to profit center. Headquartered in Toronto, Ada enables hundreds of customers around the world to meet the needs of today's customers with thoughtful personalized interactions proven to enhance long-term value and boost the bottom line. Learn more at ada.cx.
Guyer Group for Ada