Giving More Customers a Voice: New Funds & Partners to Expand Team
It’s all about relationships.
At the core, our company is about building relationships. Establishing relationships with our customers. Forming relationships with our strategic and software eco-system partners. Helping our customers build better relationships with their customers.
Earning and spreading #CustomerLove is our daily work. We think a lot about how to be true to our pledge: People, Not Users. As we have grown this year, we’ve been fortunate to work with the leaders in retail, entertainment, media, online dating, professional sports, and connected devices. We’re blown away by how quickly companies are embracing the #CustomerLove philosophy. Today’s Fortune 500 talk about Customer Experience and becoming customer-centric constantly. We’re excited that when you talk about mobile customer experience, we’re the first call.
Giving more customers a voice.
Companies typically hear from less than one percent of their customers. They hide the ability for a customer to reach out and they don’t start enough conversations, leaving communication to the marketing team.
One percent??? That’s simply unacceptable! We’re helping our customers start conversations, at scale. We know from experience that within a matter of months, one in four mobile customers will respond to a company they’re doing business with. This is a sea change in assumptions and processes and Apptentive’s pioneering conversation suite enables every business to 20x their customer feedback volume and deliver customer insights to every part of the organization.
More work ahead.
Today, we power over 25 million conversations every month. While significant, that represents only one percent of the more than two billion people using smartphones around the globe. We’re excited to accelerate our company’s growth and invest further in our product. In order to give every customer a voice we must execute with persistence, listen extensively, and care deeply.
There is much more work in front of our team than behind it. If you want to work on some of the most interesting engineering challenges of scale, performance, and data science we’d be honored to talk with you. Our world-class customer success and sales teams are growing as well—so keep your eye on our careers page.
New partners will help us accelerate.
Today I have the pleasure of sharing that we’ve added some very meaningful partners to our company to help us accelerate. Brent Hill, our partner from Origin Ventures led the round and will join the board (this is more of a formality, as he has been intimately involved with our company for the past two years). We appreciate his counsel and the way in which he pushes us to identify what’s next. I continue to look forward to our Friday morning catch-ups, even if they start at 7:30 am :)
In partnering with our new investors at Vulcan Capital and Blossom Street Ventures, we found two different connections that can complement our team. On the data front, we are tackling some unique challenges: how to make sense of millions of customer conversations for hundreds of companies. Making sense of it requires the foremost thinking in emerging data sciences. YB and the Vulcan family have already helped us chart our path forward on this front but there’s more to do and we’ll be leaning on them to get this right, just like we’ve learned from our friends at SurveyMonkey about the survey and collection market. In Sammy and the Blossom Street team, we found someone who saw the operating leverage we’re creating for our business due to our retention obsession. We think that what we’re building has a sustainable advantage and Sammy’s natural affinity for benchmarking and analysis are going to help us really hold ourselves accountable.
Lastly, thank you to our customers and our partners for all of your hard work, support, and love.
Love, Team Apptentive
Robi, Mike, Andrew, Sky, Josh, Red, Matthew, Christy, Nick, Joel, Kelly, Emily, Rachel, Frank, Patrick, Jay, Jake, Stuart, Marissa, Ashley, Byron, Charlie, Marisa, Meghan, Vageesh, Alex, Liz, Phong, Ari (and perhaps, you)