NAME OF STARTUP: Vidbix – Customer screen-recordings to solve issues faster
Name Of Founder / Co-Founder: Lluís M. Ventura
THE IDEA: What is the problem being solved by your startup / business?:
When doing support, customer/agent misunderstandings create a lot of back & forth that killed both customer satisfaction and resolution time.
Understanding customer problems and their context is key to providing an excellent user experience and resolving issues fast.
Vidbix allows your customers to show&tell their issues (via screen-recording) and provides all the context to solve problems faster, personally and inside your current workflow (now Zendesk and Intercom, but more coming soon).
Vidbix is like installing a screen recording tool for each of your customers and agents. But they don’t need to install anything!
You can use it to improve your customer experience. To Enable your customers to start any conversation with screen recordings (in your support chat, forms or widgets). Or to empower your support team.
Now they can resolve any issue via screen recording inside their support workflow or ask for additional customer screen recordings to clarify things when needed.
Share your customer’s Vidbix with Product to show the issues that customers are facing (bugs, UX, …) or present the angry customer to your support team.
THE FOUNDER’S STORY: When and how did you come up with the idea for the business?:
Lluís has led different support teams in the past and one of his obsessions was the number of interactions needed to solve customer issues due to misunderstandings, etc.
Finding ways to avoid back&forth let the team with the idea of Vidbix, to make support more effective, personal and scalable.
Jordi, Lluis and Marc met in 2015, working on a startup founded by Jordi. Jordi was cofounder and CTO, Marc served as developer while Lluís leading the Customer Success and Support teams.
The way customers and agents interact in support, misunderstandings, back & forth and thus customer frustration lead by poor resolution times. That’s the foundation of Vidbix as a new way to interact effectively at scale with customer screen recordings.
WHO IS THE CUSTOMER: What is the typical profile of your target customer? Where would they be located?:
Customer Support, Customer Success, Customer Service, Customer Care, Customer Experience
LESSONS TO SHARE: What 3 key lessons from your startup journey you’d like to share with aspiring entrepreneurs?:
Vidbix enables your customers to explain their issues by recording their screen+voice without the need to install anything on their side.
It’s easier to explain for your customers and provides all the context to your agents to solve issues faster and personally. Vidbix is fully integrated into Intercom and Zendesk (more coming soon) or can be used stand-alone.
Location City: Barcelona, Spain
Website URL: https://www.usevidbix.me
Number of Employees: 1-5
Company’s LinkedIN URL: https://www.linkedin.com/company/vidbix