There's nothing that I hate more than bad customer service. I don't know if it was always like this, but I can say that, right now, if I find a rep who is willing to be helpful and nice, that's all it takes to make me appreciate them. That's how bad it usually is.
If there's an upside, it's that also gives companies a good opportunity to set themselves apart by offering good customer service. That's the reason that online furniture and design store Wayfair has acquired group photo messaging app Trumpit, the company has confirmed to VatorNews. It will use the technology to increase its ability to connect with users, and offer them faster service.
No financial terms of the deal were disclosed, but the deal is for Trumpit’s IP and the right to hire their employees.
In all, seven employees, including Trumpit’s three co-founders, Bill Gianoukos, Carl Nehme, and Nick Lizotte, will be coming to work at Wayfair, where they will be joining the engineering and product teams.
Founded in 2015, the Boston-based Trumpit is an app takes any incoming picture message right to a user's lock screen. Users sending pics through Trumpit have access to over twenty different editing options, including filters and stickers. Photos can be sent to individuals, or to groups.
Ed Macri, CMO of Wayfair, would not comment on whether or not Trumpit will be shutting down, but he did say that the company does have plans to incorporate some of its technology. The plan is to use Trumpit to increase Wayfair's mobile capabilities, specifically to enhance its customer service by allowing them to easily send visual images along with their complaints.
"We will leverage Trumpit’s technology to further connect with consumers, particularly in driving customer service excellence in new and exciting ways," he said.
"Bill and his team at Trumpit have developed valuable mobile technology and expertise that is core to Wayfair’s overall product strategy. Mobile is a key driver of Wayfair’s rapid growth and ongoing success as we continue to raise the bar on customer experience."
Wayfair uses flash sales to offer limited-time discounts on home goods in categories that include furniture, decor, kitchen & dining products, home improvement, patio & garden and baby.
Interestingly, this is just the latest example of company "expanding by tapping into the innovative local Boston tech community of start-ups, and snapping up a hot company and entrepreneurial talent," said Macri.
That also included its acqui-hire of online marketplace CustomMade in May of last year, as well as the hire of Matt Zisow, founder and CEO of HelloShopper, as Product Director earlier this summer.
Trumpit had raised $1.2 million in venture capital from BDS Capital and New York Angels.
Wayfair has managed to avoid the pitfalls of other online design and furniture companies, which have fallen far in recent years. That includes Fab, which went from a $1 billion valuation to a $15 million acquisition, and One Kings Lane, a company that was valued at over $900, before it was sold for much less than that.
(Image source: trump.it)