StellaService Inc. has raised $15 million in Series B funding.
The latest round was led by Norwest Venture Partners, a global multistage firm. Norwest’s retail and e-commerce portfolio includes Gemvara, Gilt Groupe and ModCloth. Existing investors such as Battery Ventures, DFJ Gotham Ventures, RRE Ventures and Forerunner Ventures also participated in the round. The customer service metrics firm has raised a total of $22 million.
According to Jordy Leiser, cofounder and chief executive officer, StellaService has been building out its data platform. While the service originally tracked customer service performance of online retailers over a short period of time, the new platform is an “ongoing performance management tool” that allows retailers to track how they’re doing, as well as compare themselves with the data gleaned from competing sites, on a daily basis. Among the e-commerce sites tracked are those of fashion apparel brands, flash-sale sites and big-name retailers.
“Each day, for the largest retailers in the country, we stress test their fulfillment and operations by ordering and returning real products; calling, e-mailing and live chatting customer service questions, and monitor customer service efforts via social media,” Leiser said.
The latest round of financing will enable StellaService to expand its analytics platform and hire additional staffing for its research team. The updated customer service syndicated data and analytics platform, which looks at more than 200 customer service metrics over multiple orders and across various geographies, also can identify missed revenue opportunities and areas to differentiate the service experience. The methodology is audited by KPMG LLP.