Ada - Sales or Customer Service Solutions Technology Partner of the Year
Company: Ada, Toronto, ON, Canada
Company Description: Ada is the leader in Automated Customer Experience. Ada's conversational AI platform allows non-technical teams to create personalized interactions across the customer journey - reducing costs, improving satisfaction, and driving revenue. Ada does more than respond to FAQs – it solves over 80% of inquiries with powerful automation, freeing live agents to handle mission-critical interactions.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Sales or Customer Service Solutions Technology Partner of the Year
Nomination Title: Ada CX
Before building Ada, our co-founders Mike and David set out on a mission to better understand the pains of managing customer service in a way that was authentic and simple – but also efficient and scalable.
They joined multiple support teams to identify the barriers - like time, technology, and tedious tasks – that were keeping businesses from delivering incredible CX.
From here, Ada was established – with the understanding that live agents have more to contribute than responses to frequently asked questions; with an appreciation for customers’ preference for on-demand, self-service support; and with the knowledge that they could deliver a product that would offer a highly personalized and engaging opportunity for automation across the customer journey.
Now, Ada is the leader in Automated Brand Interactions. With Ada's conversational AI platform, non-technical teams can create personalized interactions - reducing support costs, improving customer satisfaction, and driving revenue. More than an FAQ, Ada solves more than 80% of customer inquiries which frees live agents to handle mission-critical interactions. It also extends the benefits of conversational AI to marketing and sales with Ada Engage, helping brands break down organizational silos and unify CX among teams and across the customer journey.
Since July of 2019, Ada has experienced 495.6% revenue growth, 126% to our headcount, and facilitated 1.5 billion customer interactions in 2020. In just the last year, we have brought on hundreds of new, international clients and have scaled the headcount of our digital-first team to over 400 across eight different countries. Following our Series B funding in early 2020, we announced a $130 million Series C financing led by Spark Capital in May of 2021. The Series C funding brought Ada’s total funding raise to $200 million with a valuation of $1.2 billion, making us a unicorn.
This year, Ada ranked 15 on Deloitte's Technology Fast 500™, a list of the 500 fastest-growing technology, media, telecommunications, life sciences and energy tech companies in North America. Additional accolades achieved in 2021 alone include Ada’s inclusion on The Globe and Mail's third-annual ranking of Canada's Top Growing Companies, LinkedIn's 2021 Top Startups in Canada and recognition as the “Best Overall Conversational Marketing Company” in the fourth annual MarTech Breakthrough Awards by Tech Breakthrough.
In April , we launched Ada Engage, and theesults have exceeded expectations, with proactive campaigns having boosted customer engagement by 170%.
We introduced new partnerships with companies including Kustomer, Salesforce, Intercom and Oracle among others. We also launched a new app for Zendesk and Shopify.
In the midst of the pandemic, Ada helped major companies like Zoom, Shopify, Upwork and AirAsia, scale to handle an unprecedented volume of inquiries from both prospective and existing customers using an automation-first strategy. This allowed clients to meet the increased volume without hiring additional agents, freeing their existing teams to answer complex, challenging inquiries.
On average, clients are able to launch within 30 days - which is unheard of in enterprise software. We also guarantee our clients will automate a minimum 30% of inquiries within the first 30 days of going live.
Ada breaks old operating models and provides digital-first brands with a platform to proactively engage and interact more with customers as they scale, not less, as is customary today. We are the only conversational AI platform purpose-built to support a scalable, automation-first customer experience strategy. Our automation is designed to transform reactive CX models to proactive, personalized profit generators, with a suite of enterprise-ready features that help brands achieve their goals and create holistic CX across the customer journey.
Series C Funding: https://www.prweb.com/releases/ada_raises_130m_series_c_round_at_a_1_2b_valuation_to_revolutionize_the_automated_customer_experience_acx/prweb17921715.htm
Series B funding: https://www.prnewswire.com/news-releases/ada-closes-44m-series-b-led-by-accel-to-further-ai-in-customer-service-301026564.html
LinkedIn Top Startups in Canada: https://www.linkedin.com/pulse/linkedin-top-startups-2021-15-canadian-companies-rise-linkedin-news/
Tech Breakthrough’s “Best Overall Conversational Marketing Company” Award:
https://www.ada.cx/posts/ada-wins-martech-conversational-marketing
Year in review blog: https://www.ada.cx/posts/recent-awards-new-products-partnerships-apps-and-integrations
Recent case study with Zendesk and Tile:
https://www.zendesk.com/customer/tile-ada-zendesk-achieving-291-roi-cx-investments/