[FW Radar] Alcméon, the SaaS management and engagement solution for brands

by bold-lichterman

The idea ofAlcméon was born in an airport: Bertrand Stephann and Mathieu Lacage, the founders were in the waiting room of an American airport, their flights were delayed by the snow, travelers felt abandoned, without means of information … And they said to themselves: the company should answer us and keep us informed by text!

Alcméon is a SaaS management and engagement solution for brands.

More details with Charles Doxuan, CMO Chief Evangelist:

FrenchWeb: What needs does your service meet?

According to the Social Life 2018 study by Harris Interactive, 75% of Generation Z primarily uses apps like Messenger to communicate on a daily basis, and less and less the phone and email. More than 100 billion messages are exchanged every day on Messenger and WhatsApp alone… It is high time for companies to take the measure of this revolution! We have created with our pioneering customers such as Orange and Oui.sncf an industrial tool that allows us to respond to customers en masse, 24 hours a day on the networks and their couriers while increasing the quality of service!

What is your value proposition?

Our hybrid technology (AI / chatbots + augmented advisors) first of all makes it possible to extend the opening hours of customer services at marginal cost. It then allows impressive productivity gains: a response sent by a “self-care” chatbot costs a few tens of cents versus 6 euros and more for a telephone call, and when an advisor responds in Alcméon to a request on Messenger or Twitter, it responds 2 to 4 times faster thanks to automatic prequalification or our dedicated suggestion engine.

Who are the users of your solutions?

Our first customers came from sectors traditionally advanced in digital transformation (telecom, travel, etc.). Their end customers naturally came to social media to ask questions about their products or services, or to complain about malfunctions. So the first use was to be able to capture all these public and private messages, then analyze them and automatically route them to the right teams or the right chatbots for fast and efficient processing.

Today we have many clients in retail, banking and services. These customers are pulling us towards new uses that are also made possible by the new Messenger, Twitter, Instagram or WeChat features. For example, the use of social messaging directly on web pages or as a qualification tool behind a campaign of sponsored posts on Facebook or Twitter.

What is your development plan?

We have just learned with pleasure that our French Tech pass has been renewed. Our growth in 2017 was over 130%. The axes of our development plan are simple: to continue to innovate rapidly in automation capacity to allow our customers to move up a gear in terms of service and conversational commerce, and to expand internationally. We were at the big NRF retail show in New York in January, we will be at the RTBE show in London in May. Our platform can interpret twenty different languages ​​including Chinese and our interface is already available in French, English, Spanish, Italian, Dutch and Turkish.

What are your challenges?

The first challenge is to speed up the evangelization of market players so that they fully understand what social messaging allows today. A faster, more efficient customer response channel, but also a new way to access products and services and connect to brands! Today, almost all the technical bricks are brought together to make it an extremely powerful commercial weapon, for example for retailers.

Then of course, our main challenge will be to manage our growth and to continue to keep this balance which our customers like today very much between continuous innovations that work and immediately provide more performance or quality of service, and the preparation of the “next move”. Because, we are convinced here, in terms of social messaging, we have not seen anything yet!

Who are your competitors?

Our competitors are either digital customer relationship specialists also integrating email or telephone, or the additional social media modules of CRM platforms. What sets us apart is our hybrid AI + Bot + human technology, and our pure social messaging specialization which allows us to have a workflow really adapted to this channel, and to follow the very rapid pace of innovation of our partners such as Messenger or Twitter.

Who is the entrepreneur who inspires you? Why?

Pony Ma the founder of WeChat, because behind the rise of messaging, it is the model he invented that everyone is copying today!

The 5 applications that are essential for you and why:

Dropbox (to share files), Evernote (to remember nothing), Pipedrive (to follow our commercial pipe), Redmine (to follow the activity) and Alcméon ? (to respond to customers and show them how our platform works. Yes, we use it ourselves every day!)

The 5 tech events you absolutely must attend and why:

Vivatech of course (we will be there with LVMH), the events of the French Tech Central at Station F (because it is French Tech and because it is at Station F), F8 the Facebook developers conference (because it is the Facebook group, ie Messenger, Instagram, Whatsapp, etc.), the Apple developers conference (because iMessage is also a potential and powerful customer service channel), the upcoming events of the France IA Hub….

A start-up for us to discover?

Skyboy, a great French startup that has created a new immersive experience on mobile.

Key data:

  • Founders: Bertrand Stephann and Mathieu Lacage
  • Creation date : Project launch: July 2011. Commercial launch of the Alcméon platform: 2015.
  • Fundraising : € 350K in crowdfunding with the excellent French platform WiSEED
  • Seat : The technical team is in the sun in Sophia-Antipolis, the business team is in Paris in the extraordinary Station F!