E-commerce has exploded since the COVID-19 pandemic, but customers too often struggle to get quality service after purchasing online.
That’s why entrepreneur Adam Grohs launched agnoStack. His venture aims to bridge the gap between customer-service platform Zendesk and e-commerce buyers, offering a plug-and-play solution for agents to handle such post-purchase issues as late shipments, returns, exchanges and refunds. agnoStack software lets agents see a buyer’s basic information, latest order, and order history, without toggling between multiple screens, for example.
“We’re Zendesk’s official partner in this post-purchase space,” said Grohs, founder and CEO. “We provide tools a customer-service agent uses by phone, email and chat.”
Launched in 2019, agnostack now employs half a dozen people, mainly in Miami Beach, providing software-as-a-solution (SaaS) to some 350 brands in 20-plus countries. Among its users: Baby Bjorn, Hamilton Beach, Kong, Perch & Farrow, to name a few, Grohs said.
Yogi, the Oregon-based tea company, turned to agnoStack two years ago when launching its first direct-to-consumer online store in the US. It deployed the software again last year when starting stores in Germany and France, said Paula Le Dao, global senior community manager.
“We were looking for a solution to seamlessly integrate our Zendesk support platform with our new Shopify store,” Le Dao said by email. “agnoStack allows us to easily identify when incoming inquiries are related to an online order, and quickly respond and resolve any issues, all within our Zendesk platform.”
Planning a sister venture soon
Grohs began agnoStack after decades at marketing agencies serving such top retailers as WalMart to Abercrombie & Fitch. He’d been splitting his time in the late 2010s between Miami and Chicago, so he opted to start the company in the Windy City.
After COVID-19 hit, Miami’s allure increased. Encouraged by then-Miami Mayor Francis Suarez, he moved agnoStack’s headquarters to South Florida in 2022.
Today, the company has annual revenue “in the millions of dollars” and is profitable, Grohs told RefreshMiami.com. It no longer relies on funds from founders, friends and family, but grows instead from its own operations. Its biggest challenge: getting its specialized software better known in the huge e-commerce market, said Grohs.
That’s partly why agnoStack organized its first booth at the eMerge Americas tech conference in Miami Beach in April. Grohs also plans to add a sister venture this year, also linked to Zendesk, and he sees eMerge as a good forum for conversation.
Evolving with Miami’s tech ecosystem
Working some 15 years in South Florida, Grohs said he’s witnessed a strong evolution of the area’s tech ecosystem. He recalls when tech meetups tended to draw service providers like real-estate agents. Today, meetings more likely unite tech entrepreneurs and funders, many scaling their enterprises across the Americas, he said.
Still, he perceives gaps in South Florida tech, especially in linking students and graduates with employers.
“From what I’ve seen in other areas historically like Chicago, New York, San Francisco, there’s a better feeder pipeline connecting emerging jobseekers with tech startups,” said Grohs. “It’s a little bit sporadic still in Miami, and I believe it will get there in the coming years.”
To strengthen the talent pipeline, Grohs has worked with student interns and plans to employ more, both for agnoStack and its upcoming sister venture.
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