Quivr

What do they actually do

Quivr builds an AI plug-in that lives inside a company’s helpdesk (e.g., Zendesk, Freshdesk, Intercom, Gorgias) to handle repetitive support work. It suggests reply drafts for agents, tags and routes tickets, keeps knowledge base articles up to date, and—when confident—can resolve simple tickets automatically. It connects to support systems and sources like ecommerce platforms, CRMs, and docs to pull real-time context into replies and actions quivr.com. Pricing is a base subscription plus usage-based fees per action (e.g., per draft used or auto-resolve) so teams pay when the tool is actually used pricing.

The product installs directly in the helpdesk via their app/marketplace flow, and they currently list prebuilt integrations and marketplace availability (e.g., Freshdesk) to support quick setup. The team says they pivoted into support automation after seeing strong usage of their helpdesk integration, onboarded an initial cohort of customers, and reports early MRR after the pivot—all while iterating with a core set of active users site, Freshworks listing, pivot blog.

Who are their target customer(s)

• Small-to-mid ecommerce teams on Shopify/WooCommerce using a helpdesk: High volumes of order, shipping, and returns questions; agents waste time looking up order status and handling refunds across tools. They need fast, accurate lookups tied to orders inside the helpdesk.
• Fast-growing SaaS companies on Zendesk or Intercom: Repetitive, high-volume tickets and inconsistent replies make onboarding slow and increase churn risk. They need quicker drafting, routing, and selective auto-resolution to scale without hiring proportionally.
• High-volume support teams (marketplaces, consumer apps): Thousands of daily tickets lead to triage bottlenecks, SLA breaches, and inconsistent tagging. They need reliable automation for routing and first-line resolutions to protect response times.
• Regulated or security-sensitive enterprises (finance, health, IT): Strict data controls limit use of third-party tools. They need private/enterprise deployment options and clear privacy/compliance postures to adopt automation safely.
• Support outsourcers and agencies managing multiple client helpdesks: Keeping each client’s knowledge base current and allocating costs per client is hard. They need broad integrations and usage-based billing they can attribute and pass through cleanly.

How would they acquire their first 10, 50, and 100 customers

• First 10: Run hands-on paid pilots with known high-usage helpdesk teams (starting from the two early heavy users and YC/early adopter intros), meeting weekly to fit exact workflows and instrumenting time saved and accuracy so pilots convert on demonstrated per-action ROI pivot blog, pricing.
• First 50: List and optimize apps in helpdesk marketplaces (e.g., Freshdesk) and run targeted outbound to Shopify/WooCommerce and Zendesk/Intercom teams, offering short trials with usage credits and templates for common ecommerce/SaaS flows so value is visible in week one Freshworks listing, site.
• First 100: Tighten one‑click install, publish clear docs and an ROI calculator for self‑serve validation, and establish partnerships with helpdesk vendors, ecommerce integrators, and outsourcers to bundle deployments—supported by case studies and focused paid acquisition to feed partner/self‑serve funnels site, pricing.

What is the rough total addressable market

Top-down context:

The broader AI for customer service market is estimated at roughly $12B in 2024 with projections of ~$48B by 2030, indicating rapid adoption of AI-assisted support tooling Yahoo Finance summary of market report. Major helpdesks alone represent a large installed base—e.g., Zendesk serves 100,000+ businesses and Freshdesk cites 73,000+—where AI add-ons and plugins can attach Zendesk, Freshdesk, Gorgias.

Bottom-up calculation:

Focusing on helpdesk-installed plugins: if we consider ~150k organizations across Zendesk (100k+), Freshdesk (73k+), and Gorgias (16k+) with overlap, and assume 20–30% are a fit for AI auto-draft/auto-resolution plugins, that yields ~30k–45k target accounts. At an average €3,000/year per account (base subscription plus usage), TAM would be ~€90M–€135M for this plugin wedge, with upside as attach rates and per‑account usage grow Zendesk, Freshdesk, Gorgias, pricing.

Assumptions:

• Platform customer counts overlap; we conservatively adjust to an effective base of ~150k organizations.
• 20–30% of the installed base is in the ICP and adopts AI plugins over time (ecommerce/SaaS/high‑volume teams).
• Average revenue per account of ~€3k/year combines a €150/mo base with modest usage fees; larger teams could skew higher.

Who are some of their notable competitors

• Zendesk AI: Native AI features for drafting, triage, and resolution inside Zendesk. Competes by being built‑in to the helpdesk with deep workflow control.
• Intercom (Fin + Copilot): AI agent and drafting tools embedded in Intercom’s inbox. Strong for teams standardized on Intercom for messaging‑first support.
• Forethought: AI for support with triage and automated resolutions that integrates with Zendesk, Salesforce, and others; focuses on measurable deflection and CSAT.
• Zowie: AI automation for ecommerce support that integrates with Shopify and major helpdesks; emphasizes revenue and automation coverage for Tier 1.
• Ultimate (ultimate.ai): Support automation platform that plugs into Zendesk, Freshdesk, and others to build virtual agents and automate high‑volume intents.