The Growing Need for Organized Company Information

A significant challenge for many companies lies in the fragmented nature of their information resources. User guides, knowledge bases, and community forums collectively represent a wealth of data, yet accessing specific answers can be difficult.

Zoomin, an Israeli startup, is addressing this issue with a platform designed to organize data and improve access for those who require it. The company has recently secured a new round of funding, demonstrating the increasing market demand for its technology.

Zoomin's Technology and Funding

Leveraging machine learning, natural language processing, and advanced data analytics, Zoomin enables businesses to create self-service experiences. These experiences consolidate information from various sources, providing users with readily available answers.

The company has raised $52 million in a Series C funding round, led by General Atlantic. Existing investors, including Bessemer Venture Partners, Salesforce Ventures, and Viola Growth, also participated in this financing.

Zoomin intends to utilize these funds to enhance its product’s capabilities and expand into new customer segments.

Expanding Market Reach

Initially focused on technology companies and their business users, Zoomin has experienced growth in diverse sectors. This includes the food industry, with clients like Burger King, Tim Hortons, and Popeyes.

As CEO and co-founder Gal Oron explains, fast-food chains, similar to organizations like ServiceNow or McAfee, rely heavily on extensive operating manuals.

The company is also targeting the finance and healthcare industries, broadening its application beyond technical support to encompass sales assistance as well.

The Value of Technical Content

Oron emphasizes the increasing importance of technical content, stating, “Technical content is the new marketing.” While companies invest heavily in marketing materials, they often possess vast amounts of detailed technical documentation that customers actively seek.

Zoomin accesses this “content” in real-time, wherever it originates, and delivers answers through channels like documentation sites, customer service portals, and support communities.

The Rise of Business Support Software

This funding round highlights the growing investor and customer interest in business support software.

The shift towards remote work and online interactions, accelerated by the pandemic, has placed significant strain on existing support infrastructure. More interactions now occur online, demanding robust solutions.

Customer support is inherently challenging, often involving users with issues or complaints. Agents face their own pressures, including time constraints and organizational demands.

Tools like Zoomin offer a way to navigate these complexities and improve the overall support experience.

Growth and Future Trends

Just three months after emerging from stealth mode, Zoomin has demonstrated substantial growth. Since its quiet launch in 2019, the company has provided 60.4 million answers to customers, with a 300% increase in volume last year and a doubling of its customer base.

Zoomin anticipates continued growth driven by key industry trends. The company notes the increasing prevalence of digital support channels – including chatbots and intuitive search features – with projections indicating that 60% of businesses will implement self-service portals within the next 12 to 18 months.

Zoomin’s technology can account for up to 70% of a company’s overall web traffic, demonstrating its impact.

Parallels to Search Engines

Zoomin’s approach shares similarities with search engines like Google, which are increasingly providing direct answers to user queries.

However, Oron clarifies that Zoomin has no plans to become a consumer-facing tool. The company’s focus remains on helping businesses organize and deliver information effectively.

This highlights the broader challenge of “knowledge orchestration” in the digital landscape and the value of solutions that bring order to fragmented information.

Focus on Company Sites

While acknowledging the potential for Google to evolve its site search capabilities, Zoomin prioritizes directing users to company websites for answers.

Oron asserts, “The first place – a company’s site – is the right location.”

Investor Confidence

The investment from companies like Salesforce and General Atlantic reflects the significant potential of Zoomin’s technology.

Alex Crisses, MD, Global Head of New Investment Sourcing and Co-Head of Emerging Growth at General Atlantic, stated, “We are excited to be supporting Zoomin…view Zoomin as a natural fit given those priorities.”

Gary Reiner, a General Atlantic Operating Partner and previous GE Chief Information Officer, added, “Having helped build the increasingly important field of knowledge orchestration…we look forward to partnering with and supporting Zoomin.”