Thought waves on seed venture

Living an optimised life at PredictHQ
Wave Makers

Living an optimised life at PredictHQ

Events impact demand. Armed with this realisation, Campbell Brown founded PredictHQ to help businesses improve their forecasting. Find out how he thinks about leadership, product, and surrounding himself with the right people.
Tidal Ventures
Tidal Ventures
29 September 2021
5 min read

Data is a valuable business asset. It can be used to analyse performance, monitor customer satisfaction, make design decisions and more. When strong patterns emerge, it tells a story, so why not use those stories to predict the future? That’s what Campbell Brown, co-founder of PredictHQ asked back in 2016, not long before he met Tidal’s Grant McCarthy.

Both Grant and Campbell were at similar stages as company founders when they met, and the way Campbell tells it, it was a match made more from design than fate. Grant immediately saw PredictHQs enormous potential and set about cultivating a relationship, while Campbell related strongly with Grant’s product and market know-how, and was on the hunt for an Australian investor. “Grant's a product guy, I'm a product guy. We're always talking about it.”

PredictHQ was also aiming at a US market, from an Auckland base. Campbell explains how they were attracted to Tidal because they were Australian, but with global experience. “They had already taken a business from Australia to the US. That's why I went with them.” Tidal had the specific expertise needed.

A strong business starts with a strong product

Events impact demand. Founded with this insight in mind, PredictHQ makes businesses smarter by helping them anticipate how external conditions will influence sales, profits, product demand, etc. Their customers access comprehensive datasets related to conditions like major sports events, severe weather, scheduled holidays, etc., so they can capitalise on their understanding of demand, plan labour and resourcing, adjust pricing, and adapt for better efficiency. It is a winning idea and rapidly gaining traction in the US and Europe markets that are digital-first and ready to optimise. Uber was one of their first big enterprise customers.

But even with the solid product, Campbell realised early that they “needed to start going from just building a product to building a business.” That meant having a strong and clear sales pipeline and tangible financial goals. So the PredictHQ team, Grant, and another independent investor, got in front of the whiteboard and spent time working out a plan.

Campbell remembers discussing questions like “what do we expect to get from our customers? What if we only get 10% of these customers? Working backwards from a $1million target, what do we need and how are we going to do it?” He goes on to say “that meeting in particular was a very critical leap. Because a million dollars seems really achievable, but actually when you step back from it, without salespeople, your pipeline is actually pretty small. And if conversion is low, you have to increase the pipeline.”

So in the end, Campbell said, they “sat there for a couple of days and worked through a plan and it came true. I look back on those times fondly because Tidal gave up their time and energy to help us get to our first goal. Which ultimately led to us to raise a Series A and then Series B and here we are.”

Connecting to the right knowledge and people

Even though they are in the business of insights, Campbell says they sometimes need a bit of help themselves in that area and Tidal’s analyst Max Kausman provided it. Max has a successful track record in corporate advisory roles and shared his experience and knowledge with Campbell to help with customer acquisition strategy. The information enabled Campbell to formulate an enterprise pitch that integrated familiar corporate language. “It helped the customer have a lightbulb moment about us. They could relate.” This same strategy was effective in moving a number of big deals forward.

At the other end of the sales pipeline is product creation, which is equally important to PredictHQ business success. Luckily, finding a great fit for senior product roles is something Tidal’s Wendell Keuneman is great at, and he did not disappoint when PredictHQ started looking for a VP of engineering. “It was a critical hire,” Campbell noted and Wendell, Tidal’s product-led growth expert, “met with the candidate before we hired him and then helped us to understand how we wanted to structure the team.” Anticipating rapid expansion of the business, they needed more than just a new senior hire, they needed to to get the team mix right in order to handle scaling. “We ended up splitting development and data teams. Which will ultimately let us scale faster.”

Founders Campbell Brown (left, CEO) and Robert Kern (CTO)

You’re never alone, but it can get lonely

I’ve spoken to a number of founders for Wavemakers pieces and they usually travel in pairs. Speaking to Campbell alone (co-founder Robert Kern was not available) provided a different insight, which came out toward the end of our conversation.

“It's such a lonely, lonely job, you know, and a lot of CEOs talk about it as so bloody lonely. But Grant's got empathy, and he knows that I’m going to feel that and need support, which is great.” Campbell talked a fair bit about Grant and their relationship. “He’s always there on the other end of the phone. So whether it's me sending a text message or me calling him when he's at his kid's football game… he's always been my point person.” And the respect and trust is mutual.

Campbell is not alone, with nine people in his senior leadership team, but sometimes a different kind of feedback is needed. For example, when Campbell disagreed with an idea put forward by the board, he called Grant to check that his resistance was logical and warranted. There have been other times where Campbell needed to pause in a decision and seek a bit of feedback, and Grant was there to bounce ideas and talk through things.

“The rose-tinted view of startups is that it's all sunshine and lollipops, but it's only sunshine and lollipops maybe 5% of the time. 95% of the time there’s something wrong that you're trying to solve. You need someone who's going to be there, who can listen to you and who is going to partner with you.”

Why people come first

When you’re choosing an investor, Campbell advises founders to “focus on the partner, not the fund. It's so critical because you're going to go through some hard times...and there's only so many people you can turn to that are actually going to say ‘mate, it's okay. Let's try to figure a way through’.”

It’s this kind of personalisation of data and genuine care that has become a foundation of PredictHQ’s values. Caring for their people, with a “ family and friends first” policy that means things like paying for flights home to care for sick parents or to attend important celebrations. “In the past year and a half, because we've had such an amazing culture, we have leaned on it and we've helped people through it. And I think if we didn't have that culture, that would have been really tough.”

Reflecting back, Campbell says he didn’t always value teams in this way. “I tried to build everything myself and I ended up getting three hours sleep a night. Not really getting anywhere fast.” But his focus is quite different these days, “my job now is the culture in the team and making sure we're going the right way. Being there to jump in on sales calls and being that support mechanism in the business.”

Campbell has definitely drunk the PredictHQ data Koolade (of his own making), “I am data-driven in my day-to-day life. I'm always optimising my life with data. I'm just always looking to squeeze out a bit more.”

When I asked Campbell about the impact of Tidal’s support, he said “I know there's a lot of analogies that you probably hear all the time, but Tidal gets in the trenches with you. And it's what founders crave, because if you don't see that people are going to get their hands dirty with you, they're probably never going to be fully supportive.”

Meet the Tidal Team: Georgie Turner
Thought Waves

Meet the Tidal Team: Georgie Turner

What makes Tidal's Principal tick? Our Q&A uncovers Georgie Turner's love for the Seed phase and operator background.
Tidal Ventures
Tidal Ventures
24 September 2021
5 min read

Get to know Tidal's Georgie Turner

What gets you excited about Seed phase?

It's the most challenging part and therefore the most rewarding. When a founder has experienced a problem and describes a clear vision of how technology can solve that problem, that optimistic feeling is infectious. Being involved at Seed means I get to experience the beginning of a serendipitous journey.

But the Seed phase is also the most difficult part to crack. Founders need to reach product market fit, find a scalable path to market and convince early team members and investors to take a chance on their vision. It can be tough and tiring, but it's never boring.

You also bring an operator lens to the team, how has that experience shaped you as an investor today?

In 2012 I was part of the early team at Rackspace Australia, selling the early version of cloud computing infrastructure into Australian corporates and startups. This was around the time that AWS launched in Australia, so I had direct experience selling in a fast growing market with some tight competition on every deal.

During that time I was deep in the weeds of our local go-to-market strategy, including digital and brand marketing, product localisation, partner and channel selling, direct enterprise and SMB selling and what we called 'fanatical customer support'. Through that time I gained a great appreciation for the challenges around unlocking rapid growth and how to accelerate in a new market. Rackspace had a strong sales and support culture and took its values extremely seriously, a quality that I actively look for in a founder when I invest.

What's something you wish you could go back to tell your less experienced self?

Figure out what makes you happy and then just optimise for that. Don't compare yourself to other people. When you tell the stories of your accomplishments, the things that you will remember the most will be (1) the way you felt and (2) the people you were with. Surround yourself with people that are smarter than you.

Get in touch with Georgie via Twitter or Linkedin

Is there a type of technology that you don't use?

I have never really been a user of social media, it's not a tool that appeals to me at all. Despite being a technology investor I actually don't use a lot of technology outside of the standard tech for work. I still use my iPhone for making traditional phone calls more so than anything else.

What is your niche, your passion outside of work?

I am an avid reader and I devour fictional stories like other people binge-watch netflix. Pre-covid I would go to the library and take out 5 books every 4 weeks. Post-covid I use a Kindle but I still miss the real thing. The last book I read was Klara and the Sun by Kazuo Ishiguro. It is centred around an "artificial friend" to a lonely child and is narrated by the machine - Klara. I have always been more interested in fiction as a commentary on human nature than autobiographies or business books.

How do you think the world would change in 10 years?

When my baby was born last year on Christmas Eve, it occurred to me that 'Gen Alpha' may be one of the last to be conceived and born with no optional genetic editing offered to the parents as standard medical practice. The field of genetics has great implications for innovation in the preventative health market, which I believe will come to dominate the healthcare space in the next 10 years.

If you're a visionary founder who is ready to make waves, please reach out via our website.

Investment Notes: Operata
Investment Notes

Investment Notes: Operata

We are delighted to have led Operata's seed round. Operata monitors performance and analyses quality data from calls from cloud-based call centres, drawing on a range of data sources to pinpoint call quality issues and speed up the path to problem resolution.
Georgie Turner
Georgie Turner
05 August 2021
5 min read

Operata is a performance monitoring and assurance solution for organisations using contact-centre-as-a-service (CCaaS) technology. It draws on a range of data sources to pinpoint call quality issues and speed up the path to problem resolution.

The Tidal team recently made an investment into Operata, and we're publishing our investment notes below. We invest across a range of markets, models and products. There are core principles that we live and die by in our investment decisions. For more information on the pillars that make a great Tidal Seed Investment, see how we invest here.

Markets with tailwinds

The economic efficiencies around shared services are a no-brainer, so the as-a-service movement has extended to contact centres. Even though only 10% of organisations have migrated from legacy on-premise solutions to the contact-centre-as-a-service (CCaaS) model, the market size is already US$24BN. The market is well-established, but still forecast to grow at a 26% CAGR, with the remote-work movement accelerating this trend.

The organisations that made this move prior to the COVID-19 outbreak were well positioned for their agents to work from home. Those that didn't have been rushing to stand up a remote contact centre for the past twelve months. With the likes of NICE InContact, AWS Connect and Genesys taking the bulk of market share, a distribution platform for supporting products is emerging.

Voice technology is rapidly improving, but the quality of speech and voice is more critical than ever. Voice quality directly impacts customer satisfaction, handling times (and therefore costs) for the organisation and even agent mental health. Voice is also no longer just a human to human channel. Bots, assistants, NLP and biometrics are all reliant on voice quality for performance, further complicating the voice infrastructure stack.

A complex infrastructure stack creates a product opportunity

Whilst the CCaaS offerings in the market are designed as simple tools, the implementation of a CCaaS system is both complex and mission-critical. To stand up a contact centre requires proven performance - scalability, quality, and accuracy all need to be tested and evidenced to make a transition. Data resides in silos throughout the org and it's hard to surface issues in the CCaaS setup without observability - performance issues can be attributed not only to the CCaaS provider, but to the supporting third-party services and often to the agents themselves.

Today, businesses have few options but to manually test the technical and functional requirements of their various contact centre systems, requiring testers to call their business phone systems and engage in web chat or other outreach channels to identify defects, disruptions, or disconnections in their experiences. The tools used to monitor performance today in modern cloud communications are ineffective at measuring customer experience quality and providing the level of detail needed to focus improvement and optimise performance.

Products that change the game

Operata provides performance monitoring and experience management for CCaaS. The product observes and reports on the factors impacting call quality, from a network outage to an agent headset issue. This enables two things:

  1. get CCaaS environments stood up quickly with minimal risk and
  2. ensure optimal ongoing voice quality for agents and customers.

The product demonstrates an obvious and real-time ROI to the organisation, because fewer issues and better call quality means service agents can spend their time resolving customer issues.

The 'hook' for the customer is the ability for service delivery and IT Operations managers to uncover correlated quality insights on contact centre performance (ie. actually identifying the source of the performance issue rather than the mere existence of one). These users live in the tool day by day and rely on it to help uncover performance issues in real time.

Our thesis: If Operata can bring observability and test/iterate capabilities into the CCaaS ecosystem, it will become a critical part of the reference architecture required for efficient and low-risk CCaaS adoption. Over time, this product could become famous for providing 'speech-services-as-code' for multi-vendor communications services.

Founders that hustle

Co-founders Andy (COO) and John (CTO) have been in the voice service delivery and performance management space for 40+ years between them. They understand the complexity of this customer problem in all of its excruciating detail. Teamed up with experienced founder-operator Romilly Blackburn (Whispir & Smooch.io), this group of co-founders have what it takes to build a world-class solution for this problem - and grow into a critical platform company for modern cloud communications infrastructure.

Operata Founders Romilly Blackburn, John Mitchem, and Andy Scott.

A compelling business model

With an established distribution ecosystem of CCaaS and ISV's and a low-friction product that plugs straight into the agents' softphone via a Chrome browser, Operata is well positioned to achieve product-led growth. Because the use of Operata de-risks the move from on-premise to cloud, the product is an enabler to the adoption of CCaaS. This means that Operata not only aligns itself with this high growth market, but becomes a growth accelerator for its CCaaS partners as they pioneer the migration to the cloud.

The seed phase

Andy, John and Romilly have assembled an excellent team of engineers that have built an enterprise-grade product with minimal external funding. Near term, the product will evolve to integrate across additional CCaaS providers, and become even more sophisticated within the internal service desk ecosystem. There are already a number of organisations in Australia, NZ, the UK and the US that are using Operata on a daily basis to monitor call quality and resolve issues. The next step is to create a repeatable go-to-market engine through both partners and a sophisticated growth marketing function that interfaces closely with the product team.

A note on the observability thematic

Tidal has been monitoring the observability thematic for some time, and this investment follows our recent investment in TheLoops. Observability is a measure of how well internal states of a system can be inferred from knowledge of its external outputs. As cloud architecture and the software technology stack becomes increasingly distributed, there is a need for observability (rather than merely monitoring) to provide granular, system-level insights and context to specific parts of the organisation.

Operata is bringing observability to cloud-based call centres, helping call centre agents and operations personnel to improve their understanding of the environment, and in turn, vastly improve their customer experience. We look forward to supporting the Operata founders and team as they take Operata to the next level.

If you're a visionary founder who is ready to make waves, please reach out via our website.

Closing TheLoops on customer service
Wave Makers

Closing TheLoops on customer service

Somya Kapoor and Ravi Bulusu, the co-founders of TheLoops, are serial entrepreneurs. Find out why they came together and how they think about product-building and finding the right investors.
Tidal Ventures
Tidal Ventures
12 July 2021
5 min read

Somya Kapoor and Ravi Bulusu are co-founders of Loops. Both veteran product people and serial entrepreneurs, they saw the challenges faced by customer service and support agents struggling to work through mountains of tickets with little context, and they decided to fix it.

TheLoops is all about collecting data from software interactions, including logs, alerts and errors, to make customer support mechanisms smarter and faster. Insights can then be fed into product development cycles to enhance the customer experience.

It’s not the first time Somya and Ravi have been founders, but it’s the first time they’ve done it together and they make an unstoppable team. We interviewed them about their journey, and if you're a startup greenthumb, they have some excellent advice.

Finding investors can be a gruesome grind

Finding and pitching to VC funders is a “gruesome process” and a “necessary grind” according to Somya. But there’s an upside. It helps you refine your story and more strongly formulate your vision, which is critical to finding the right VC fit. Because not all VCs are the same and many will not be right for you.

Her advice is take as many interviews and meetings as you can to learn about what you need and weed out the VCs who are unsuitable. “It's not about getting the money, it's about finding a partner in your journey of where you want to get to.”

Ravi says he’s seen startups with the wrong VC match and “it's not just the founders that get really messed up in the process, it’s employees too.” You need to have someone aligned to your long-term perspective, is how he puts it, the way Tidal is for TheLoops.

“It's not about getting the money, it's about finding a partner in your journey of where you want to get to.”

- Somya Kapoor, Loops

How Tidal got looped in

Tidal came along as TheLoops were looking to raise their second round of funding, which coincided with the beginning of the global COVID outbreak in March 2020. Despite the circumstances, TheLoops had plenty of VC investors knocking on the door. But it was through conversations with investment expert Andrea Kowalski and product leader Wendell Keunemann at Tidal that prompted TheLoops to sign a deal.  

“They were super helpful in getting us to think from a founder's angle on why we need the money.” says Somya, “They wanted us to look at it from a place where it would help us grow the company and be beneficial for the customers.” Where other investors look primarily for the potential return, Tidal was looking to how (not just if) TheLoops could succeed. “When you’re building products that customers like, a lot of VCs want to get involved. But Wendell and Andrea were really different.” They offered an insider perspective.

Ravi and Somya at their San Jose headquarters

Win the crowd to win investors

The best way to prove a point is to not have to make it yourself. But how do you do that? Somya says you should talk to your customers (lots and lots of them) and get them on side, and Ravi says get your team in a room and “whiteboard the #$&* out of it!” By which he means build a great product based on what customers say. When you do both, you end up with mountains of evidence for why VCs should throw money at you.

“Nothing speaks louder [to a VC] than customers validating your product,” says Somya, even louder than “knowing your cap tables”. Ravi advises to look for synchronicity with VCs, to make sure they understand what you do, the market, the ecosystem. To succeed, “you’ll need their network, so be sure they have a good one and the right one for you.” Tidal fills this role, acting as “advisors and mentors, helping us think through the pros and cons of decisions.”

It’s all about perspective with Tidal, says Ravi, and being “product futuristic”. They bring “the right approach and a really different product perspective. Not just about how to build features, but also how to go to market and put them in front of customers.”

The best relationships come with hard truths

The reason Somya and Ravi make an amazing team is their complementary perspectives. Not just complementary skills (Somya is more go to market and Ravi is more product builder), but the way they see things and make decisions from different experiences.

When asked what Tidal brought to the table, they talked about compatibility at first, admiring the product-led growth mindset and understanding of the B2B tech market. What emerged as most important, though, was that Tidal “understood” them and felt trustworthy, showing an openness and friendliness beyond what Somya and Ravi expected. “We thought it was because they’re Australian,” Somya says with a laugh.

Ravi welcomes Tidal’s product perspective and advice, because “they love products” and are a “founder-led VC firm who live their values.”

Somya advises less experienced founders to seek this kind of trust, but also seek the truth. You want to be able to get bad news and constructive criticism too. “You don’t want to think of your founders as bosses,” she says, you need to be able to approach them with problems “without fear it will have a negative impact.”

Her parting advice is this: “Don't wait to build a perfect slide deck or perfect product. Just get out there and start raising.

Investment Notes: TheLoops
Investment Notes

Investment Notes: TheLoops

We are thrilled to be investing in TheLoops' Seed round. TheLoops is an intelligent support operations platform that provides rich context and team collaboration to resolve tickets faster, providing a superior customer experience.
Wendell Keuneman
Wendell Keuneman
24 June 2021
5 min read

The Loops platform stitches data from diverse tools to help reps identify customer issues with contextual insights and recommend resolutions or actions.

The Tidal team recently made an investment into TheLoops, and we're publishing our investment notes below. We invest across a range of markets, models and products. There are core principles that we live and die by in our investment decisions. For more information on the pillars that make a great Tidal Seed Investment, see how we invest here.

Markets with tailwinds

For many companies the load on customer support has increased significantly due to a number of factors including a wider push to self-serve, reduction of bricks & mortar presence, number of contact channels (phone, email, chat, social etc), and more recently due to pandemic induced work from home conditions.

This acceleration of digital transformation strategies has led to increased volumes that overwhelm customer support operations. The current resolution methods lack the tools to give adequate signals to agents to understand the customer issue thus burning precious time to get to a resolution.

The Future of CX

Traditionally, support representatives have not been empowered to own the resolution process. But having an intelligent customer support strategy that bring context, collaboration and workflows by harnessing data across a range of systems reaps huge benefits such as increased sales conversions, decreased service costs, and improved customer satisfaction.

Companies recognise that leveraging automation and analytics is the best approach to reducing handle time thus securing the life-time value of their customers.

Products that change the game

TheLoops brings observability capabilities to front office teams and can truly provide a step change in the customer support experience by accelerating a collaborative path to ticket resolution. The product aspires to be:

A data and analytics learning engine with point-and-click integrations providing insights and collaborative process flows to improve the support team’s efficacy.

Support operations span multiple levels and often sit across support and product teams. However information silos exist where front office teams have not had the same instrumentation as product or engineering teams. This often results in increased handle-time, unnecessary escalations and decrease in agent efficiency.

Our thesis: by empowering front office teams with similar observability capabilities as back office teams, TheLoops will unlock material improvements in CX by transitioning companies from thinking about customer touch points as a cost centres to growth drivers.

It's very clear that the co-founders of TheLoops understood the importance of storytelling through demos as they provided a complete end to end portrayal of how they will positively impact the customer experience with their intelligent support platform.

Founders that hustle

Somya Kapoor and Ravi Bulusu are accomplished operators spanning product and engineering. They truly embody a product-led dynamic founder duo. Their experience spans decades of senior leadership experience in high growth companies giving them deep domain expertise in the customer service and support space. Somya was a VP of Product at ServiceNow and SAP and makes a capable CEO with product chops. Ravi met Somya at a previous startup, forging a strong working collaboration which led to genesis of TheLoops. Ravi was also Chief Architect at Splunk and had multiple startup roles building state-of-the art ML platforms. Their shared learnings through all of these past roles led them to the realisation that bringing product context to support teams will have significant benefits. Together they make a killer combination and they are the right team to solve the problem.

Ravi Bulusu & Somya Kapoor at their new San Jose headquarters (they're hiring).
Ravi Bulusu & Somya Kapoor at their new San Jose headquarters (they're hiring).

A compelling business model

TheLoops straightforward subscription business model aligns well with the participants that benefit from the improved interactions their platform offers:

  • Team plans help agents or reps have contextual insights right inside the support tools they current use today rather than having to switch. This includes Zendesk for Service, Salesforce Service Cloud, Atlassian Jira or Intercom.
  • No-code or low-code connectors to key tools in the product stack such as Splunk, Amplitude, Pager Duty, Pendo, Kibana, CloudWatch and much more, pulls in all the data to stitch and synthesise the insights.
  • Workflows help make escalations simple by seamlessly bridging systems and providing the same context to all parties so everyone is on the same page. This applies to helpdesks like ZenDesk, issue trackers like Jira or group chat like Slack, it's about keeping the context in the systems that these teams work in.

Intelligent customer support is just the initial offering for TheLoops. There will be more exciting news on the horizon as they progress their platform roadmap.

The seed phase

TheLoops sits firmly within the Seed phase - and the team is currently rolling out their platform to several well known customers, hiring an awesome US-based team, and developing many patterns from the machine learning engine that will benefit all their customers in turn serving their users better than before.

We are delighted to be partner with Somya and Ravi to bring a step change to customer support interactions for the better. Stay tuned for updates on their website (they're hiring), Twitter, and LinkedIn.

A note on the observability thematic

Observability stems from engineering and control theory; it is a measure of how well internal states of system can be inferred from knowledge of its external outputs. In a highly distributed cloud architecture your ability to predict failures is limited. Therefore the solution is observability (vs monitoring) which attempts to pull together Metrics, Events, Logs, and Traces to provide granular insights and to answer why a system may have failed.

These systems are now best practices and part of a typical SaaS stack. They assist the "back office" like engineering and product teams to determine the root cause of an issue. But what about the countless issues that originate from the customer facing side? The lack of tooling for the "front office" like customer success or support creates a major bottlenecks in reporting, triaging, and resolving customer reported issues in a timely manner.

Customer Service tools (e.g. CRMs, CDPs, CXPs, Service Desks etc) are not equipped to provide this context, and observability tools are not built for front office teams. However, front and back office teams can each use observability principles to gain a shared understanding of the customer context to streamline the workflow of customer issues, and in turn, vastly improve the customer experience.

The Loops is building this new and exciting platform for the future of CX. If you're a visionary founder who is ready to make waves, please reach out via our website.

Turning Search into Sales with Search.io
Wave Makers

Turning Search into Sales with Search.io

Hamish Ogilvy and David Howden are the brilliant scientific minds behind AI search engine Search.io. Find out how they have leant on Tidal to articulate their vision, hire, and grow into multiple markets.
Tidal Ventures
Tidal Ventures
20 May 2021
5 min read

If amazing and life changing ideas are the heart of every startup, then technical know-how and persistence must be the brains. This is particularly true for Hamish Ogilvy and David Howden, the two brilliant science and mathematical minds behind AI search engine Search.io (formerly Sajari).

Frustrated by poor search capability on websites and hearing that frustration echoed among colleagues, Hamish and David decided to fix it by building a more intelligent search engine, and they have succeeded. Not only that, they have found a powerful niche in e-commerce that enables the conversion of search queries into transactions.

The DIY roots

As a startup, their story is not unusual. They did most things themselves as they gained some momentum: built a website, developed beta prototypes, learned to code, looked for customers, paid the payroll, insurance and themselves (sometimes).

Their early learning curves were steep: What do we charge? How do we make that recurring? How do we scale? What are the best use cases for our idea? Who do we target?

And the biggest question of all: How do we get to the next step?

Tidal becomes Search.io's first VC investor

Having had angel investors to help with some early hires, Search.io started looking to the next horizon. “Tidal was really the first decent size investment that actually allowed us to think about scale.” according to Hamish. “Angel funding doesn’t quite provide enough for the next proof point, but Tidal has been really good at working with us on this.”

He goes on to say how this was “more of a factor for us than money and valuation”, as they were seeking “alignment in terms of where we saw the business going and the product-led attitude of Tidal was the right fit.”

Location was not an issue with Hamish in San Francisco and David in Australia, matching with Tidal’s product expert Wendell in Sydney and investment leader Andrea in New York. “Having someone who understands Australia and the world is handy because Australian and US markets work differently.”

Hamish adds, “when you find people that you click with and you have common opinions on what's important, then decisions become easier.”

Putting the pieces together to scale

Deeply technical products like Search.io take time and are complex to build, then once you get there technically, there’s still the business part to think about. “Scale is very much about process,” says Hamish. Starting a business is “like a jigsaw puzzle with pieces on the floor and you’re trying to find bits that fit so you can start moving in the right direction. But scaling a business is more about putting structures of repeatability in place.” This is where Tidal offered expertise, they helped with the scaling strategy, providing advice on structure and   “understanding some of the gaps that we needed to fill.”

Having reliable sales models was one of those gaps. Scaling isn’t just about spending money to get more inbound sales, Hamish points out, “you have to work out where you can spend it to get repeatable impact to the business. And that brings in a different way of thinking that's not necessarily where we had been. We needed help to build out the structures to make that actually work.”

Scaling a business is not something that you’re born knowing, says Hamish “the more advice and assistance that you get from people who know parallel businesses, the better. I can ping or talk to the Tidal team anytime and that has been really helpful.”

The Search.io team. David is 3rd and Hamish is 4th from the left.

Hiring isn’t just bums on seats

Working with Tidal, they had to determine the best way to recruit and then “hand off efficiently while keeping the vision and the quality in terms of what you want to do.” It requires thought and planning to get “people in a position to get up to speed and execute on things.”

Through meetings and conversations, Search.io and Tidal developed a hiring plan that included the identification of key positions, numbers and mixes of roles, that would set them on a path to “transition from being resource-efficient to growth efficient.” The plan eventually went to the board with Tidal support.

There’s a power of numbers in hiring, as Hamish explains, “you don't hire one person in sales. You hire two. Even if you only need one, you hire two.” This avoids a single point of failure where if one person does not work out, you've lost a hundred percent capacity. Building teams in cross-functional sales pods was exactly the kind of shift in thinking that Tidal steered Search.io through.

“Future hiring is a key part of the ongoing planning and thought process.” Producing more and selling more can only be supported with carefully managed recruitment, not just more people.

In hindsight, Hamish says they “we’re probably a little bit conservative, which slowed us down.” But in their defence, it is difficult to know how aggressively to hire at the beginning of a pandemic.

Sales isn’t just selling more

Like in hiring, it’s not a matter of more, it’s a matter of being repeatable. Tidal was there to advise on how to restructure billing for scale. “Overcoming those challenges were really important growth factors for our business, and Tidal gave us great advice on that.”

His heavy but true parting advice for new founders is to remember that “you're building a revenue machine. At the end of the day, that's the only thing that allows you to grow and do what you want to do. So put that into your strategy and priorities from day one, being able to understand all the numbers. And if you don't find that interesting, or don’t want to do it, then don't start a business.”

Investment Notes: Carted
Investment Notes

Investment Notes: Carted

We are thrilled to be investing in Carted's Seed round. Carted is building a universal commerce API that can power commerce experiences anywhere on the internet, allowing developers and creators to build a checkout anywhere.
Wendell Keuneman
Wendell Keuneman
04 May 2021
5 min read

Carted is building an API that can power universal commerce experiences anywhere on the internet, allowing developers and creators to build a checkout anywhere.

The Tidal team recently made an investment into Carted, and we're publishing our investment notes below. We invest across a range of markets, models and products, there are core principles that we live and die by in our investment decisions. For more information on the pillars that make a great Tidal Seed Investment, see our investment criteria here.

Markets with tailwinds

E-commerce is an enormous market - USD$10 trillion - and is forecast to grow at ~15% p.a. to 2027 (Grandview Research). Covid-19 further accelerated what was already a clear trend towards online commerce, driving years' worth of e-commerce adoption in months. Tidal have had conviction around the e-commerce thematic for some time, and have made investments in a number of pioneering companies in the space, including Shippit, Search.io, and Drive Yello.

Universal Commerce

Today, the online retail world resembles the physical one, in that we purchase products from a "store", offering a collection of products for sale. Regardless of where customers discover a brand or product - be it search, content, social, or friends - they are taken to the online store to transact.

Universal commerce presents a way to attach a transactional capability to a product, instantly creating a commerce experience. Why does this matter? By enabling a buyer to seamlessly purchase a product or service, where it is discovered, it permits contextual commerce. There are a range of new contextual commerce experiences that could be created - including collaborative, social, conversational video, and voice commerce.

Products that change the game

Enter Carted - who closely embodies our thesis around the next generation of e-commerce, by embedding commerce within the online experiences that users value the most. Carted's vision is to build the API that powers commerce experiences anywhere on the internet, allowing developers and creators to build a checkout anywhere.

The Carted API connects the fragmented players across the e-commerce ecosystem. This enables platforms, creators, influencers, and developers, who previously would need to integrate with brands and retailers one by one, to sell products directly on their own platform, retain customers and traffic, monetise their audience, and build new e-commerce experiences.

Our thesis: if Carted is able to deliver this important infrastructure, it will shift the relationships between buyer, intermediary, and seller across the value chain; and will enable developers to build contextual commerce experiences in entirely new and interesting ways.

In the spirit of The Art of the Demo, the Carted team have this skill in spades. Carted's demo examples are here and here.

Founders that hustle

Holly Cardew and Mike Angell are the team to solve this problem. They are multi-time company builders and accomplished operators with deep domain expertise in the e-commerce space, complementary skill sets, and relentless hustle. Holly has built four Shopify apps and founded Pixc, helping merchants organise their product catalogs, whilst Mike has experience at Culture Kings, Shopify, and Fast, and is a self-taught developer who founded his first e-commerce business all the way back in 2004. Their unique insight and clarity of vision for Carted is borne from their shared frustration of the experience uncovered when they set out to build Vop, where they created a shoppable Tik Tok feed, and realised no single checkout experience could integrate products from multiple vendors.

Mike Angell & Holly Cardew at their new Surry Hills headquarters

A compelling business model

Carted's business model is compelling as it simultaneously drives value for stakeholders across the e-commerce value chain:

  • Platforms can earn revenue for their content, own their customers, and build new e-commerce experiences.
  • Customers benefit from superior commerce experiences created through contextual commerce, including ease of use and a shorter path to conversion
  • Merchants/brands benefit through increased revenue opportunities, gaining new customers and increasing product visibility across a range of platforms.

By providing the infrastructure, Carted has the potential to clip the ticket on e-commerce sales and take a slice of a very large pie, with significant volumes. Revenue opportunities for the API include interchange fees, affiliate commissions, promotional codes and product markups, FX conversion, and API calls.

The seed phase

Carted sits firmly within its Seed phase - and will be turning its focus to building out its product, hiring a stellar team, and beginning to connect a vast product index to a variety of integrations to form their infrastructure. They will be striving to build out the core API and demonstrate value across a few platforms - earning the right to connect parties across e-commerce and then building out a compelling product roadmap.

Our experience and thinking on the future of commerce is how we gained conviction at Tidal to back Carted. We are incredibly excited to partner with Holly and Mike on the journey ahead. Stay tuned for updates on their website (they're hiring), Twitter, and LinkedIn.

A note on the future of commerce thematic

There are a number of components in the broader e-commerce value chain. In this context, we observe the transactional aspect of the e-commerce experience evolving across a spectrum:

  • Firstly, a centralised model of aggregation and scale, embodied by Amazon
  • Then, a decentralised model of platforms & services for vendors, embodied by Shopify
  • Next, a universal commerce model blurs the lines of what a traditional store, merchant, affiliate and more is, and therefore opens up entirely new experiences that are defined by a creative ecosystem.

Carted is building this new and exciting infrastructure for the future of commerce. If you're a visionary founder who is ready to make waves, please reach out via our website.

Thanks to Max Kausman for help drafting this post.

Storytelling through Demos
Product Clinic

Storytelling through Demos

Demos are a vital part of the feature development process in product-led businesses. They not only show what the team got done that sprint, they're an opportunity to experience a feature or product the way a customer would.
Wendell Keuneman
Wendell Keuneman
30 April 2021
5 min read

Demos help us experience the product in a way that's not lines of code or marketing bullet points or concepts.

To help us unpack why demos are an essential craft that needs to be honed in start-ups, we talked to four product legends to get their insights, thoughts, and opinions.

All were kind enough to share their take on The Art of the Demo.

Demos simulate the customer experience

When we asked why they think demos are important, Jens and Somya both spoke of demos as breathing life into projects. Jens believes they make the abstract tangible and provide an opportunity to clearly demonstrate how specific problems are solved. Somya thinks of demos as "windows into the vision", where you distil the idea potential and capture the audience.

Sherif and Mindy agreed. For Sherif, the demo audience simulates the customer, so the presenter has to be very aware of the customer experience during delivery, more than with other modes of presentation. He added that "it’s much more effective to have a meaningful discussion and make prioritisation decisions when you use your demo as a shared language, rather than using a bunch of text and bullet points". Demos simulate reality, whereas bullet points abstract it.

Demos are an opportunity to tell a story

Mindy puts it beautifully when she says that "giving a demo is so much more than showing someone your product. It's about telling a story and doing so in a way that marries customer insights, data, and a product experience to take your audience on the journey." We love this and we wholeheartedly agree.

Demos are a story. A very important part of your product story. They allow you to empathise with customers, understand their challenges and see how to solve their problems. You can't get this effect with a slide deck. Empathy is built when you can put yourself in the shoes of the customer. As Mindy says, "the more effective you can be with creating that empathy and understanding, the more likely you will be to get the support you need to be successful".

Three key demo use cases

  1. Transfer knowledge to internal teams
    Demos show how a customer problem has been solved and explain the steps taken to arrive at the solution. This is valuable knowledge that can be used to impact other customer problems, and enable marketing and support teams to explain features more clearly to customers.
  2. Drive customer sales
    Demos are a visual and engaging way for the target audience to understand a feature, a whole product and the experience they will receive. The old adage of 'show don't tell' applies here, because it enables the customer to 'see themselves' using a product, achieving a task, solving a problem. Demos create a connection which (hopefully) leads to sales.
  3. Show investors your value
    Demos are essential for telling the success story of your product, what it does now, what it can do soon, and where it fits in a customer's life and the market. Investors look for ideas that loudly communicate potential, have a clear purpose and reflect a better reality. Investors want to put their money in a product they can see, not a bullet list of nebulous benefits.

Our experts share their demo stories

Sherif's demo story

Sometimes demos reveal something that has not been noticed before. Sherif recalls when the team building software for mobile showed how they solved a particular customer problem. But only on mobile. The same problem existed for desktop users, but the solution approach had not been discussed with the desktop engineers. Sherif remembers that "the demo highlighted that we were letting our internal team structures influence the customer experience." The demo showed the need for better information sharing and highlighted a creeping silo problem between teams.

Sometimes demos reveal something that has not been noticed before. Sherif recalls when the team building software for mobile showed how they solved a particular customer problem. But only on mobile. The same problem existed for desktop users, but the solution approach had not been discussed with the desktop engineers. Sherif remembers that "the demo highlighted that we were letting our internal team structures influence the customer experience." The demo showed the need for better information sharing and highlighted a creeping silo problem between teams.

Mindy's demo story

Never underestimate the hunger of a demo audience. Mindy tells us how she was preparing for a huge public product launch and the engineer who was running the demo did a rehearsal with her beforehand. She thought it might be too detailed and make people bored. "Boy, I was wrong" she reflects. "The accountants in the audience were sitting on the edge of their seats that night. They wanted all the detail so that they could understand exactly what impact the new experience would have for them and their firm."

Never underestimate the hunger of a demo audience. Mindy tells us how she was preparing for a huge public product launch and the engineer who was running the demo did a rehearsal with her beforehand. She thought it might be too detailed and make people bored. "Boy, I was wrong" she reflects. "The accountants in the audience were sitting on the edge of their seats that night. They wanted all the detail so that they could understand exactly what impact the new experience would have for them and their firm."

Jen's demo story

You can talk it up all you want, but you've got to show people how things work. "In a world where AI has become a buzzword appearing on every marketing website, it was important for Search.io to demonstrate how easy and practical it is to implement a personalised search experience". Through demo storytelling, Search.io could highlight the personalisation and focus on the "benefit to customers". Jens believes their simple but effective demo has closed the majority of customer deals.

You can talk it up all you want, but you've got to show people how things work. "In a world where AI has become a buzzword appearing on every marketing website, it was important for Search.io to demonstrate how easy and practical it is to implement a personalised search experience". Through demo storytelling, Search.io could highlight the personalisation and focus on the "benefit to customers". Jens believes their simple but effective demo has closed the majority of customer deals.

Somya's demo story

During our Seed round raise the product was nascent, but our vision was crisp. While it wasn't quite fake it, till you make it, the demo we shared with Tidal and other investors was expressive enough to convey a rich end to end experience. It communicated the land value proposition, the hook for our target audience and even hinted at our future potential. Akin to Jens, Somya was able to successfully complete her raise in quick time as the demo was a key part of investor conviction.

During our Seed round raise the product was nascent, but our vision was crisp. While it wasn't quite fake it, till you make it, the demo we shared with Tidal and other investors was expressive enough to convey a rich end to end experience. It communicated the land value proposition, the hook for our target audience and even hinted at our future potential. Akin to Jens, Somya was able to successfully complete her raise in quick time as the demo was a key part of investor conviction.

Expert tips

There is always a before and after

You can demo anything, even if it’s an API change or a bug fix. Make sure to start with the problem and why it was worth solving and make sure everyone is aligned on why the solution is designed in that way.

- Sherif Mansour

Tell a story that people can relate to

Don't just run through the motion and explain what's happening on screen. Focus your energy on a couple of key highlights that you want the viewer to remember.

- Jens Schumacher

KISS - Keep it simple, please!

Not more than one minute and engage the audience every 30-45 seconds - especially in the zoom world or else you are just another screen they are looking at for hours.

- Somya Kapoor

Know your audience

When demoing to senior stakeholders, spend less time on the nitty-gritty and more time on the customer insights, data, and the story. This will help the audience connect the work. For sales team type demos, focus on the customer benefits and concerns to help guide those conversations.

- Mindy Eiermann

In conclusion

If there is a downside to demos, we haven't found one. Demos take concepts and make them real for your teams, your customers, and the people you want to draw in as investors. Keep them short, purposeful and relevant for your audience, and you can't go wrong.

Big thanks to Charlotte Jiang for helping me draft this post and to all our demo experts featured.

Say hello to Bonjoro
Wave Makers

Say hello to Bonjoro

Find out how Bonjoro, led by Matt Barnett and Grant Dewar, developed a successful customer video platform with investment, strategic advice and product support from the Tidal team.
Tidal Ventures
Tidal Ventures
19 April 2021
5 min read

When they say that necessity is the mother of invention, it also means that when you want something invented, you have to invent it yourself. That’s how Bonjoro came about, according to Matt Barnett and Grant Dewar. 

Noticing the diminishing effectiveness of email campaigns to engage new customers and secure sales, they decided to hack something together from duct tape and blu-tac, and record personalised videos instead. 

“Hey [potential customer’s name], as you can see we’re here in sunny Sydney at the moment [shows Opera House backdrop], but we’re heading to London soon for [insert reason]. We’d love to meet up and chat about [the thing we can help with] as we have also done [that thing] for [other high profile customers] too. Give us a call. Byeeee. [Waves into camera from Manly ferry.]

- Dramatic reenactment of an early Bonjoro customer video

Then someone saw the idea and wanted to make videos for their customers too. Then another person wanted to integrate it with their CMS and their campaign software. Google became customers and so did Firefox. That’s how the product was born and since then there's been no looking back for Bonjoro.


Tidal meets Bonjoro

Tidal’s Grant McCarthy met Matt and was interested in Bonjoro early, when they were initially seeking Angel investors. By the time Bonjoro was ready for seed funding, the conversations between Grant and Matt had developed into a relationship, and Tidal came on board as an investor.

Matt says he “likes investors with a lot of energy and who can contribute to what we’re doing.” That’s why Tidal was a natural fit, because they had the right mindset, and it was “a relationship as well.” 

Tidal “understood our space” is how Matt puts it. “They understood our customer success space, the SaaS space, and the US market.” An alignment, he said, that was critical to their next stage of growth. Where other Australian VCs focus on the local market, Bonjoro was confident that Tidal had the experience and reach to support their US market growth from day one.

Wearing the founder hat and the Tidal hat

Matt points out how unusual this is among investors, saying “funds tend to approach things as a fund, but Wendell is able to approach things from different angles” due to his background and experience. He adds that “Tidal is willing to get their hands dirty and directly contribute to the success of each of their companies, more so than most funds I’ve seen.”

This has been Grant’s experience too, noting that Tidal has “got us through some strategy and ideation points where their product experience and expertise has been really invaluable, which is something I wasn't quite expecting.”

“Tidal is willing to get their hands dirty and directly contribute to the success of each of their companies, more so than most funds I’ve seen.”
- Matt Barnett, Bonjoro

How the engagement goes deep

Like many startups, Bonjoro faced the common founder challenge of juggling product growth with capital raising and business scaling. Matt describes this as “like climbing a hill and then you get to the top, but it's not the actual top, it's just the first peak. And you've got to put your pack on and start climbing again.” When asked how Tidal has helped climb some of those hills, both Matt and Grant had a ton of examples.

There’s support from tidal on multiple levels, according to Matt. On the business and management side, Tidal has helped with C-Suite, R&D recruitment and mentoring, developed and defined skill sets for senior positions, and supported the founders to prepare for and get the most from interactions with the board. 

On the product side, Wendell has dived into Bonjoro product activities, by chairing workshops with global teams, running product challenges and positioning pieces, and helping with strategy and roadmaps. 

Bonjoro says it’s unusual to receive such in-depth, tangible support from VC investors. But the benefits seem immeasurable.

The Bonjoro team. Matt is in Brown, and Grant is in Green

Choosing between a safe plateau or rapid growth 

When it comes to choosing VC investors, Matt says “it's about being pushed as well.” This became vitally important as Bonjoro looked to their next big growth stage. They had just reached break even (congrats!) and it seemed like a good time to assess.

That’s when Tidal challenged them with a few big questions that would shift their thinking into a higher gear: How much do you need to raise next? How many hires do you need to make? In other words, how do you want to grow?

Through lengthy conversations, in-depth workshops and meetings, Tidal and the Bonjoro founders discussed whether Bonjoro should grow fast or steady, to hire across the year or all at once, spend a lot now or spread it out. It was a matter of staying on the break-even plateau or taking a risk and going for it! Matt observed that being able to have “this level of transparency builds great trust and understanding.” Ultimately, Bonjoro decided on the riskier move, but noted that “looking back we should have gone even faster!” 

Having decided on the speedy path, Tidal was right there to help shape Bonjoro’s challenging transition from product to platform, which would be a pivotal part of maturing their offering. “Workshops with the management team and Tidal helped crystallise the strategy into an actionable plan. The best attack plan.” Part of this included commercially aligning the planned value-adds going into the product, by revising the pricing and packaging model. This is always a risky area and can result in customer churn. By providing “feedback and education on the importance of packaging alongside actual pricing,” Tidal helped Bonjoro better target by segment and make revenue-improving changes. 

Never slack on advice

Bonjoro has noticed “a lot of other investors tend to be more hands-off.” They respond when you call on them, but they’re not part of the team. Tidal is different. They are “proactive and that’s what we look for, someone who can actively bring value.”