TrueLayer, the London startup that offers a developer-friendly platform for companies, including other fintechs, to utilise open banking, is disclosing $70 million in new funding.

The Series D round is led by new investor Addition. Existing investors, including Anthemis Group, Connect Ventures, Mouro Capital, Northzone and Temasek, also participated. New investors include Visionaries Club, Zack Kanter (CEO Stedi), Daniel Graf (ex-Uber, Google, Twitter) and David Avgi (ex-CEO SafeCharge, CEO UniPaaS).

TrueLayer says the Series D brings the total investment to date to $142 million. The injection of capital will be used to continue scaling its open banking network, which brings together payments, financial data and identity to enable companies to build new products that improve “how we spend, save, and transact online”.

This will include further development of premium open banking-based services that go beyond simply accessing open banking APIs and will enable more innovation across financial services, including embedded finance and payments more generally.

To do this, and to support what it says is growing demand, TrueLayer is expanding its engineering, product and commercial teams. In the past 12 months, the fintech has expanded its services across 12 European markets.

Over the years, TrueLayer CEO and co-founder Francesco Simoneschi and I have often pontificated on what open banking’s killer use case or use cases may turn out to be. We may finally have our answer: payments.

That’s because one aspect of open banking is payment initiation, which lets an authorised third party initiate the transfer of money out of your bank account on your behalf as an alternative to card payments, which were never built with online payments in mind.

“We believe open banking payments will become the default way to pay online, replacing other payment methods in the next five years,” says Simoneschi. “Open banking is digitally native and mobile-first, moving money at a fraction of the cost, securely and conveniently, while also delivering a vastly better consumer experience”.

The past year has also exposed some of the problems with existing payments methods, as people have turned to digital channels to manage every aspect of their lives. “The problem is cards,” says the TrueLayer CEO, “which weren’t designed for online and have been retrofitted into current online payment flows. Newer digital approaches such as Google Pay or Apple Pay paper over those cracks but don’t change the fundamentals”.

Simoneschi says the company has seen the use of its payments API grow rapidly as more consumers embrace instant bank payments. Volumes grew by 600x over the last year, driven by more and more companies adopting open banking payments, including the likes of Revolut, Trading 212, Freetrade and Nutmeg.

“We typically see that 1 in 3 customers choose the open banking payment option after trying it once,” he notes, revealing that for some clients, closer to 70% of their customers are using open banking as the primary payment method.

“There are a number of reasons why it makes sense for customers. For one, they don’t need to remember card details. Instead, they authenticate with their face or fingerprint on their mobile device, instantly and securely. Plus, they’ll never need to update stored details if their card is lost, stolen or expires”.

Open banking payments as a checkout option benefits merchants too, argues Simoneschi. “These payments typically convert 20% better than cards (and up to 40% with our flows) and have success rates higher than 95%, equating to millions or hundreds of millions in recovered revenue at the end of the year,” adds the TrueLayer co-founder.

Meet Nabla, a French startup launching a new app today focused on women’s health. On Nabla, you’ll find several services that should all contribute to helping you stay on top of your health. In short, Nabla lets you chat with practitioners, offers community content, helps you centralize all your medical data and will soon offer telemedicine appointments.

Nabla’s key feature right now is the ability to start a conversation with health professionals. You can send a message to a general practitioner, a gynecologist, a midwife, a nurse, a nutritionist, or a physiotherapist.

While text discussions are not going to replace in-person appointments altogether, they can definitely be helpful. By increasing the number of interactions with health professionals, chances are you’ll be healthier and you may even end up booking more in-person appointments.

Other French startups have been providing text conversations with practitioners. For instance, health insurance company Alan lets you message a general practitioner — but you have to be insured by Alan. Biloba also lets you chat with a doctor — but the company has been focusing on pediatrics.

Nabla has a different positioning and offers this feature for free — there’s a limit as you can only send a handful of questions per month though. If it’s a common question, you may find the answer from the community. Nabla’s doctors will curate community content as well.

Using a free product to talk about your health feels suspicious. But that’s because the startup is well-funded and plans to launch premium features.

The startup has raised $20.2 million (€17 million) and is already working with a team of doctors who are ready to answer questions from the company’s first users — or patients. Investors in the company include Xavier Niel, Artemis, Rachel Delacour, Julie Pellet, Marc Simoncini and Firstminute Capital.

One of the reasons why Nabla could raise so much money before releasing its app is that the three co-founders have a track record in the tech ecosystem.

Co-founder and CEO Alexandre Lebrun previously founded VirtuOz, which was acquired by Nuance, and Wit.ai, which was acquired by Facebook. More recently, he’s worked for Facebook’s AI research team (FAIR).

Co-founder and COO Delphine Groll has been heading business development and communications for two major media groups Aufeminin and My Little Paris. And Nabla’s co-founder and CTO Martin Raison has worked with Alexandre Lebrun at both Wit.ai and Facebook.

In addition to text conversations, Nabla shows all your past interactions in a personal log. You can connect that log with other apps and services, such as Apple’s Health app, Clue and Withings. This way, you can see all your data from the same app.

As you may have guessed, the startup truly believes that machine learning can help when it comes to preventive and holistic care. By default, nothing is shared with Nabla for machine learning purposes. But users can opt in and share data to improve processes, personalization and more.

Eventually, Nabla wants to optimize the interactions with doctors as much as possible. The startup says it doesn’t want to replace doctors altogether — it wants to enhance medical interactions so that doctors can focus on the human and empathetic part.

Nabla plans to launch a telemedicine service so that you can interact with doctors in real time as well as a premium offering with more features. That’s an ambitious roadmap, and it’s going to be interesting to track Nabla over the long run to see if they stick to their original vision and find a loyal user base.

Twitter held talks with Clubhouse around a potential acquisition of the live drop-in audio networking platform, with a deal value somewhere around $4 billion, according to a report from Bloomberg. TechCrunch has also confirmed the discussions took place from a source familiar with the conversations.

While the talks occurred over the past several months, they’re no longer taking place, though the reason they ended isn’t known according to the report. It’s also worth noting that just a few days ago, Bloomberg reported that Clubhouse was seeking to raise a new round of funding at a valuation of around $4 billion, but the report detailing the potential acquisition talks indicate that the discussions with Twitter collapsed first, leading to a change in strategy to pursue securing additional capital in exchange for equity investment.

Twitter has its own product very similar to Clubhouse — Spaces, a drop-in audio chatroom feature that it has been rolling out gradually to its user base over the past few months. Clubhouse, meanwhile, just launched the first of its monetization efforts, Clubhouse Payments, which lets users send direct payments to other creators on the platform, provided that person has enabled receipt of said payments.

Interestingly, the monetization effort from Clubhouse actually doesn’t provide them with any money; instead, it’s monetization for recipient users who get 100% of the funds directed their way, minus a small cut for processing that goes directly to Stripe, the payment provider Clubhouse is using to enable the virtual tips.

While we aren’t privy to the specifics of these talks between Twitter and Clubhouse, it does seem like an awfully high price tag for the social network to pay for the audio app, especially given its own progress with Spaces. Clubhouse’s early traction has been undeniable, but there are a lot of questions still remaining about its longevity, and it’s also being cloned left and right by other platforms, begging the age-old startup question of whether it’s a feature or a product on its own.

Whatever went down, the timing of this revelation seems likely to prime the pump for Clubhouse’s conversation with potential investors at its target valuation for the round it’s looking to raise. Regardless, it’s exciting to have this kind of activity, buzz and attention paid to a consumer software play after many years of what one could argue has been a relatively lackluster period for the category.

Healthcare insurance, if you’re lucky to have it, only covers a subset of conditions in the United States. As a result, patients can often get burdened with horror story charges, like huge deductibles, out-of-network costs and expensive co-pays. So for the uninsured and insured alike, innovative ways of managing big bills are in high demand — especially as uncertainty remains around how COVID-19 and long-haul symptoms will be handled by patients and payers.

Walnut, founded by Roshan Patel, is a point-of-sale lending company with a healthcare twist. Walnut uses a “buy now, pay later” model, popularized by Affirm and Klarna, to help patients pay for healthcare over a period of time, instead of in one $3,000 chunk. Walnut works with healthcare providers so that a patient’s bill can be paid back through $100-a-month increments for 30 months, instead of one aggressive credit card swipe.

It’s a sweet deal, but Patel added one more detail that he thinks makes Walnut stand out: The startup doesn’t charge any interest or fees to consumers.

“Almost every ‘buy now, pay later’ company in e-commerce charges interest or fees, and every personal loan provider charges interest or fees, but we do not,” he said. “And that’s really important to me, not making healthcare any more expensive than it already is. It’s a very patient-friendly product.”

Companies that use the buy now, pay later model with zero interest or fees need to make revenue somehow, and in Walnut’s case it is by charging healthcare providers a percentage of each sale or transaction.

If a provider’s collection rate for an out-of-pocket is 50%, Walnut would go to them and say “give us a 40% discount, and we’ll guarantee the cash for you upfront.” The startup will take the risk, and then the provider is able to make 60% of the collection rate.

Now, ideally, a provider would want to get 100% of payments they are owed, but that is wishful thinking. Patel explained that a large number of bills go unpaid due to bankruptcies or a default on payments (the average collections rate for hospitals out of pocket is less than 20%). Because of this, a company like Walnut has room to offer at least some stable upfront cash to hospitals, even if it ends up being 60% of overall bills versus 100%.

The company uses “extensive underwriting models” to figure out if a patient should qualify for a loan. Patel says that the startup goes beyond using credit score, which he describes as an “outdated metric”, and instead looks at thousands of data points from different providers, from side hustle income to spending habits on things like groceries and bills.

Walnut’s biggest challenge, says Patel, is to underwrite the population and pay the healthcare provider upfront in cash. It then collects from the patient on the back end, which comes with its own amount of risk.

“To be able to take on that risk for patients that are less credit-worthy is a very challenging problem, and I don’t think it’s really solved yet in healthcare,” he said.

The startup is starting by working with small private practices of one to five physicians that focus on specialties like dentistry, dermatology and fertility.

A big part of Walnut’s success will be determined by if it can attract people that truly need flexible financing options. For example, the company doesn’t have any hospitals as a partner yet, which would tap a larger group of patients that likely need flexible financing options the most. Right now, “the people who get elective-care surgery are the ones that can afford it.”

But Patel doesn’t see this as a disconnect; instead, he sees it as an opportunity to widen access to elective medical care to more people.

“I talked to a person last week who has no teeth and wants dentures but it costs $6,000,” he said. “That person should be able to afford it, and we enabled them to pay $100 a month for it.”

Walnut’s two biggest customer groups are the uninsured (people who have lost their jobs from COVID-19), and consumers who have high deductible plans.

Walnut isn’t the first. PrimaHealth Credit, Walnut’s closest competitor, offers point-of-sale lending procedures for elective medical procedures. Think surgeries like cataract work or dental work. The company said the service is currently available in Arizona, California, Florida, Oklahoma and Texas, and will be expanded to all 50 states this year. Walnut, comparatively, is mostly focused on the East Coast and plans to expand nationwide by the end of this year.

PrimaHealth’s average loan size is $1,800, and Walnut’s average loan size is $5,000.

The company is currently piloting with a handful of healthcare providers in dermatology, dentistry and fertility. It has had more than 500 patient loan applications, totaling over $4.6 million in application volume year-to-date. Patel says that Walnut only accepted a fraction of these applications, but declined to share what percent of money it has lent so far. As Walnut refines its model, it might be able to cover other categories.

Up until this point, Walnut has been lending off of its own balance sheet. In order to truly scale, it will need to get a new source of capital — either a credit line, debt financing round or venture capital — to offer more loans. Patel says that the startup is in talks with banks, and turned down a debt offer due to size and rate.

Venture capital seems to be the solution for now: The startup announced that it has raised a $3.6 million seed round from investors including Gradient Ventures, Afore Capital, 2048 Ventures, Supernode Ventures, TA Ventures, Polymath Capital, Tack Ventures, Awesome People Ventures, Newark Ventures and NKM Capital. Angels include the CEOs of Giphy and PillPack, and the CTO of Rampm Financial as well as an NFL coach. The company is also a part of Plaid’s inaugural accelerator.

“I don’t want to be yet another startup trying to offer you an undifferentiated insurance plan,” Patel said.

This year at Early Stage, TechCrunch spoke with Zoom Chief Revenue Officer (CRO) Ryan Azus about building an early-stage sales team. Azus is perhaps best known for leading the video-calling giant’s income arm during COVID-19, but his experience building RingCentral’s North American sales organization from the ground up made him the perfect guest to chat with about building an early-stage sales team.

We asked him about when founders should step aside from leading their startup’s sales org, how to build a working sales culture, hiring diversely, how to pick customer segments and how to build a playbook.

Below, TechCrunch has compiled a number of key comments from Azus, and afterward we’ve included the full video from the interview as well as a transcript. Let’s go!

When should founders let others run sales?

Nearly every startup leans on its CEO as its first salesperson. After all, who else knows the product and can talk it up like the startup’s leader? But having the CEO as point-person for sales scales poorly. So, when is the right time to have someone else step in?

Fairly early on. First off, CEOs need to solve customer needs. And so it’s important to be very hands-on for a while to really understand while you’re trying to figure out product-market fit. And then bringing in some of those sales people as you start seeing something [good].

Part of it is also knowing what type of salesperson you need. [ … ] Who is your core audience? What persona are you going after? And trying to find people that know and understand selling something that’s primarily very transactional to small businesses, [or] e-commerce lead, or selling something that’s more enterprise — those are different animals, different segments that you’re going after. One mistake [startups make] is hiring the wrong type of salesperson. (Time stamp: 5:29)

How much product-market fit is enough?

Kavak, the Mexican startup that’s disrupted the used car market in Mexico and Argentina, today announced its Series D of $485 million, which now values the company at $4 billion. This round more than triples their previous valuation of $1.15 billion, which established them as a unicorn just a couple of months ago in October of 2020. Kavak is now one of the top five highest-valued startups in Latin America.

The round was led by D1 Capital Partners, Founders Fund, Ribbit and BOND, and brings Kavak’s total capital raised to date to more than $900 million. Kavak recently soft-launched in Brazil, and this new round of funding will be used to build out the Brazilian market and beyond, said Carlos García Ottati, Kavak’s CEO and co-founder. The company plans to do a full launch in Brazil in the next 60 days, García said, and we can expect to see Kavak in markets outside Latin America in the next 24 months, he added.

“We were built to solve emerging market problems,” García said.

Kavak, which was founded in 2016, is an online marketplace that aims to bring transparency, security and access to financing to the used car market. The company also offers its own financing through its fintech arm, Kavak Capital, and counts more than 2,500 employees and 20 logistics and reconditioning hubs in Mexico and Argentina.

“In Latin America, 90% of the [used car] transactions are informal, which leads to a 40% fraud rate,” said García, who experienced these challenges firsthand when he moved to Mexico from Colombia a couple of years ago and bought a used car. 

“My budget allowed me to buy a used car, but there was no infrastructure around it. It took me six months to buy the car, and then the car had legal and mechanical issues and I lost most of my money,” he said. Kavak buys cars from individuals, refurbishes them and offers warranties to buyers.

“Instead of buying a new car, they can buy a better car that still has all the warranties. It’s a really aspirational process,” said García. The company, which really amounts to four companies in one given its areas of focus, was built to be comprehensive by design in order to meet the various gaps in the market, García said.

“When you’re building a business here [Latin America], you need to build several businesses because so many things are broken,” he said. That’s why the financing option, for example, has been a key to their success, according to García.

Financing has traditionally been hard to come by in Brazil, and as García said, the used car market lacks infrastructure there, too. That being said, Brazil is Latin America’s fintech hub, and the space has made leaps and bounds over the last 7-10 years with companies such as Nubank, PagSeguro, Creditas, PicPay, and others leading the way. As a result, credit cards and loans are more widely available today in the region, offering competition for Kavak Capital. While Kavak has localized some of its product for the Brazilian market — namely building out a Portuguese language version of the app and website — García said the markets are very similar.

“In Brazil, you still have the same problems that you have in Mexico, but Brazil is a little more developed, especially in fintech, which is light years ahead of Mexico,” he said.

With the Brazilian product heading to the races, García said they already have plans for other regions, though he declined to name them.

“80% of people in emerging markets don’t have access to a car,” García said of the global market size. “We want to go into big markets where customers are facing similar problems and where Kavak can really change their lives,” he added.

Despite hundreds of billions of dollars’ worth of goods flowing across the U.S.-Mexican border each year, the freight industry has remained analog — each side of the border offering up its own maze of bureaucracy.

Nuvocargo, a digital logistics platform for cross-border trade, is trying to modernize the process. The company offers an all-in-one service that rolls freight forwarding, customs brokerage, cargo insurance and even trade financing into one UI-friendly software and app. Housing all of these services under one app makes it easier for companies to track their supply chain and gives customs and logistics teams access to more centralized information, according to Nuvocargo CEO Deepak Chhugani.

“And you just have one single audit trail in case something goes wrong,” Chhugani told TechCrunch, adding that the process helps reduce or eliminate the extra costs that come with a high administrative overhead. It also lets customers take a high-level look at their operations from within a single interface, he said.

Chhugani likened the experience to something like Uber Eats, which offers customers the ability to easily track food orders from restaurant to home.

“Just imagine, because you are dealing with so many different parties, you lose visibility on what’s going on. If you want a snapshot of — what did I spend end-to-end? — you actually have to go through all these email chains or faxes or texts with different providers,” Chhugani explained. “Some of them might be in another country. So [Nuvocargo] just creates more visibility throughout the process, from where the goods literally are to visibility around your finances.”

But Nuvocargo is thinking beyond the actual movement of goods. The company is also starting to offer customs brokerage, comprehensive cross-border cargo insurance and factoring, or short-term account receivable finance. The last of these solves an especially difficult pain point for trucking companies, which sometimes must wait up to net-90 days to be paid.

The approach has caught investors’ eyes: Nearly one year after announcing it had raised a $5.3 million seed round, the company has closed on a $12 million Series A funding led by QED Investors and with injections from David Velez, Michael Ronen, Raymond Tonsing, FJ Labs and Clocktower. Investors NFX and ALLVP, which participated in the previous round, also participated.

The “holy grail” of their new offerings, as Chhugani called it, is trade financing. Because Nuvocargo will already have a relationship with companies, including an understanding of credit and fraud risk, its hope is that it can offer financial products at a competitive rate.

This is what attracted QED Investors, a firm that typically focuses on financial technology rather than logistics and trucking.

“After speaking with [Deepak] and seeing the connection points and parallels between what we were looking at in e-commerce and the challenges of actually getting goods across border, the fintech spark went off in my own head,” Lauren Connolley Morton, a partner at QED, said in an interview with TechCrunch. “The opportunities for factoring, for lending, for insuring goods are all very much right up our alley.”

Although Chhugani declined to disclose Nuvocargo’s valuation after this most recent round of funding, it’s clear there is plenty of room to grow into the logistics industry’s huge and seemingly disaggregated value chain.

Black Innovation Alliance and Village Capital today announced Resource, a national initiative aimed at boosting the efforts of entrepreneur support organizations (ESOs) led by, and focused on, founders of color.

The motivation behind the project is straightforward. ESOs “face record demand, declining resources and are chronically underestimated, underappreciated and underfunded,” the organizations say.

Resource aims to give local accelerators and incubators support in the form of training and community.

Resource’s “ESO Accelerator” will train startup ecosystem leaders on how to build a more financially sustainable organization, as well as help connect them to potential funders. It also will provide milestone-based financial support tied to organizational development.

Resource also plans to build a national community of practice among ESO leaders of color and their funders to share best practices and “develop stronger capital and mentorship pathways” for Black, Latinx and Indigenous founders across the U.S.

Village Capital, says CEO Allie Burns, supports and invest in entrepreneurs “who have been historically sitting in historical blind spots of investors, whether that’s by the problems they’re trying to solve, the geography they’re located in or demographic factors that we have seen lead to capital being concentrated in very few people, places and problems.” Village Capital has worked with more than 100 other ESOs to help grow companies with founders from all backgrounds over the past five years.

The goal with Resource is to help ensure that incubators and accelerators focused on supporting people of color have the resources they need to flourish, she added.

“We want to make sure that those accelerators and other ESOs have the financial, social and human capital to keep their doors open and grow,” Burns said.

Black Innovation Alliance Executive Director Kelly Burton points out that these Black-led organizations are often the first line of support for Black entrepreneurs yet reap few benefits from their success over time.

“They receive very little support and very little funding,” she said. “It’s almost like they do all the heavy lifting, they plant seeds and do all the cultivation but they don’t really get to benefit once that founder and that startup has really taken off. This is an opportunity for us to stabilize these organizations to help them build their own capacities and capabilities so that that organization can be sustainable.”

Resource is supported by a national coalition of funders committed to supporting entrepreneurs of color. The initial coalition includes Moody’s, The Sorenson Impact Foundation, Travelers and UBS.

In related news, on Tuesday we covered New Jersey Governor Phil Murphy’s proposal for a $10 million allocation in the state budget to create a seed fund for Black and Latinx startups.

In that piece, we noted that there are a number of organizations out there that are committed to funding diverse founders.

In February, several national and Chicago-based organizations banded together to support early-stage Black and Latinx tech entrepreneurs through a new program dubbed TechRise. The nonprofit P33 launched the program in partnership with Verizon and 1871, a private business incubator and technology hub, among others, with the goals “of narrowing the wealth gap in Chicago, generating thousands of tech-related jobs and giving $5 million in grant funding to Black and Latino entrepreneurs,” according to the Chicago Sun Times. (Disclosure: Verizon is TechCrunch’s parent company).

Also in Austin, DivInc is a nonprofit pre-accelerator that holds 12-week programs for underrepresented tech founders. Founded in 2016 by former Dell executive Preston James, the organization aims to “empower people of color and women entrepreneurs and help them build successful high-growth businesses by providing them with access to education, mentorship and vital networks.”

Fuel Capital General Partner Leah Solivan joined us at TechCrunch Early Stage 2021 to talk about how to avoid early mistakes in building your startup. Solivan has ample experience on both sides of the fence, as she founded TaskRabbit and led it to exit through an acquisition by Ikea in 2017. She shared a list of 10 things to avoid in total, but here are some highlights of what to watch out for.

Share your ideas freely

Solivan urged founders to not be shy about sharing their ideas, as some people can tend to be secretive about their startup concept. The notion that giving up your idea somehow means you’ll end up with more competition is not a legitimate concern in the end, Solivan said. Instead, sharing that idea with as many people as you can is much more likely to generate positive results than negative.

I can’t tell you how many times I would be giving a presentation. And someone after the presentation would come up to me and say, oh my goodness, I had this same idea for TaskRabbit, like 10 years ago. And I’d be like, great! What did you do with that idea? And I think the point is, is that the idea itself isn’t the magic — the magic is in the execution of your idea and actually turning that idea into a business. (Time stamp: 01:42)

Take everyone’s advice, but make the call

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Charles, a Berlin-based startup that offers a “conversational-commerce” SaaS for businesses that want to sell on WhatsApp and other chat apps, has raised €6.4 million in funding.

Led by Accel and HV Capital, the seed funding will be used by the company to scale and meet existing demand for its conversational commerce platform.

Launched in 2020 by Artjem Weissbeck and Andreas Tussing after the pair had run a year-long experiment running a store in WhatsApp, Charles enables businesses to sell products and services via WhatsApp and other chat apps in order to “increase conversion rate, customer loyalty and ultimately revenue”.

The SaaS connects chat app APIs, such as WhatsApp and Messenger, with shop and CRM systems, like Shopify, SAP and HubSpot, all delivered through a user-friendly interface. The idea is to make it easier for businesses to meet their customers on the channels they already use and to bridge the gap between sales enquiries and support, and actual conversions.

” ‘Traffic’ and with it ‘conversion’ will exponentially move from the streets (retail) and the browser/native apps into chat apps,” says Weissbeck. “Thereby, conversational commerce will be the third big pillar of commerce, gluing together all channels and unlocking the full potential of personalization via the unique identification of customers via their phone number”.

This transition, argues the Charles founder, creates “tremendous challenges and opportunities” for companies in terms of customer journey design and the tech stack, which to date — Asia, aside — has been predominantly tailored around webshops and e-mail.

“Ultimately our technology provides the operating system for companies to master this challenge,” adds Tussing. “The core of our software integrates chat apps with shop/CRM backends in an intuitive interface that puts the human chat sales agent in the center, supported by chatbots and AI”.

Luca Bocchio, partner at Accel, says that conversational commerce is emerging as a “critical channel for brands,” and is a trend that will reshape the way brands interact with customers. [This is] paving the way for potential new category-defining tools to emerge,” he says, noting that Charles has the potential to be one of those tools.

“When we talk to potential clients it’s mostly existing customer service tools like Zendesk who are starting to add chat apps as an additional channel,” says Weissbeck, when asked to cite direct competitors. “These tools are usually built upon a ‘ticketing’ logic, optimized to solve customer inquiries as quickly as possible and with a clear focus on service cases, not sales”.

In contrast, Weissbeck says Charles is built upon a “feed” logic, showing customer interaction as an ongoing conversation and end-to-end relationship — in the same way as the customer sees it.

“Further we deeply integrate into shop/CRM-backends to make it easy for agents to sell product and create carts or contracts — all in a very design-driven and intuitive interface, that is fun to use for the agent and puts her/him in the center,” says Tussing. “Supported by chatbots, not replaced”.

Meanwhile, the revenue model is simple enough: Businesses pay a monthly base fee to cover Charles’ fixed costs and on top of this the startup earns money on conversions. “We take a small share of the net sales, ensuring we are co-incentivised,” explains Weissbeck.