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ContextSmith: Customer insights delivered to your inbox

ContextSmith

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What is ContextSmith?

ContextSmith centralizes all customer communications for Sales, Services and Customer Success teams, enabling them to increase upsells, identify risks, search, collaborate and discover information from the single source of truth of all customer communications.

Who is your target user?

customer success teams, sales, SaaS and software companies, professional services teams, IT consulting

Why did you build ContextSmith? What problem are you taking on?

In B2B world, where customers are usually high touch from multiple teams (Sales, Services, Support), email is main form of communications. However, emails and customer information get lost over time and companies can’t answer a simple question: Who talked to Mr. Customer A last and what was talked about? ContextSmith gives the visibility to the whole organization and enables cross-functional teams to be aware and on the same page about customer status, therefore, increasing opportunities to upsell and making customers successful.

How is your product different from what is currently available?

We use Artificial Intelligence to turn emails into customer insights, and Natural Language Process to identify risks and follow up items.

Tell us your founding story. Was there an “ah ha” moment?

In B2B world, where customers are usually high touch from multiple teams (Sales, Services, Support), email is main form of communications. However, emails and customer information get lost over time and companies can’t answer a simple question: Who talked to Mr. Customer A last and what was talked about? ContextSmith gives the visibility to the whole organization and enables cross-functional teams to be aware and on the same page about customer status, therefore, increasing opportunities to upsell and making customers successful.

Tell us about your founding team and their backgrounds.

Will Cheung, co-founder & CEO, graduated from CMU and has worked in consulting and tech companies such as Netflix and Facebook. Prior to starting ContextSmith, he was head of Customer Success at Comprehend Systems, a analytics company for Pharma companies.
Richard Wang, co-founder & CTO, is a friend of Will since middle school. He also attended CMU together with Will, and received his PhD in Computer Science (NLP). He worked at Google and Baidu as Senior Architect and Software Engineer.

Where can people find out more?

https://www.crunchbase.com/organization/contextsmith