Key Takeaways
Everyone has had a bad customer experience.
You’re stuck in a loop with a chatbot that can’t understand your problem. Or you finally get to a human who’s clearly undertrained and trying their best, but still not helpful.
Maybe you’ve been on the other side of the table. You’re running a customer-facing team at a high-growth company. You want to deliver a great experience but your volume just crossed 10,000 conversations a month, and the C-suite wants automation and a lower cost per ticket.
Teams need a way to help agents practice the situations they will handle with customers. Policies and documentation give people information; realistic practice helps them apply it under pressure.
Enter Solidroad: use AI to help your team practice.
We started Solidroad to give CX leaders another option: increase customer satisfaction without increasing cost.
Solidroad is an AI training platform for customer experience teams. Learners practice realistic customer conversations, receive feedback, and build skills before handling the situation with a customer.
Trainers build individualised Simulations and define Scorecards based on their team’s standards. Learners get coaching after each attempt, and managers track progress to decide who needs more practice.
Crypto.com used Solidroad to cut their average handling time by 18% and improve CSAT by 3%.
Podium halved their new hire ramp time by embedding our simulations into onboarding.
ActiveCampaign saved the equivalent of a year of coaching time and reinvested that time in better training and faster feedback loops.
We’re second-time founders who have years of experience building in this space. We built Solidroad because we were tired of seeing CX teams treated like a cost center and forced to duct tape together bloated, siloed tools. We started our careers at Intercom, where we quickly became friends, collaborating closely as Patrick built new features and Mark tested them live with customers. We’re here to be your secret weapon; the software that helps you deliver an experience your customers notice, and your CFO actually loves.
We’re proud to announce that we’ve raised $6.5M in seed funding, led by First Round Capital with participation from Y Combinator, bringing our total funding to date to $8M. We’re excited to be working with First Round which was the first institutional investor in companies like Notion, Uber, and many more… but more importantly, they’ve backed founders who know how to build. We’re also joined by an incredible group of operators and angels who’ve seen firsthand how broken CX tooling is, and how big a shift is coming.
We’re building the infrastructure to raise the bar for every customer interaction. This financing gives us the fuel to go faster, and we plan to earn it. We’re hiring aggressively, shipping fast, and obsessed with quality. If you’ve ever wanted to build the thing that finally fixes customer experience, want to work on a product at the cutting edge of tech, and want to work alongside a team of passionate (and fun!) colleagues, now’s the time. Check out our careers page for open roles, and if you’re trying to raise the bar on your own CX performance, we’d love to help.
More soon.
Your new CX improvement team
Mark Hughes & Patrick Finlay
Co-founders
