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Before he knew it, Ansanelli was calling enterprise customers — contacts from his earlier life as a founder — and asking them what they were lacking.
The two things he learned from those conversations were, “first, that they were getting tons of demands and requests from consumers about more ways to communicate, and second, a lot of the [related] call center software available to them was on-premise stuff centered around case numbers and tickets.”
And customers, says Ansanelli, “don’t like being a case or ticket number.”
Read the full story on TechCrunch: https://techcrunch.com/2017/04/20/gladly-incubated-at-greylock-nabs-36-million-in-series-c-funding/