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Guide

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7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

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Company News

Apptentive’s Next Chapter with Alchemer

Robi Ganguly  //  January 4, 2023  //  3 min read

We have some exciting news to share. Today, Apptentive, the standalone company focused on delivering Customer Love for mobile customers around the world, becomes a part of Alchemer, a customer experience company with 13,000 customers. While our unique voice and approach to the world will always exist, Apptentive’s first chapter comes to an end today. Our next chapter will enable us to take our philosophy of Customer Love and excellence in mobile to many more customers than we could reach on our own.

When Mike, Andrew, Sky, and I started Apptentive in 2011, we wanted to make it easier for customers to be heard. We saw the amazing explosion in the use of smartphones and the iPhone and Android ecosystems, delivering easy-to-use software into the hands of billions of people. Our belief then was that the ubiquity of the phone meant that the best listening vehicle in the world was the one that was with you all the time. We believed that every company and every customer could be connected in new and important ways, because of the smartphone.

Little did we know that we were embarking on a journey into “CX” or “VOC” or “XM”. We were novices in the survey and listening space and only over time came to understand just how many labels and segments there were. But to us, what we saw was obvious and powerful: product managers were designing apps and experiences that wildly changed the way in which their companies delivered value. Over the next 11 years, from mobile order and pay to curbside pickup to mobile boarding passes, we’ve gone on the journey with our customers to creating extraordinary experiences that make customers’ lives easier and help companies deepen their relationships with their customers. At the heart of what we build is empathy: helping companies reach out, listen to, and take actions that make their customers’ lives better, easier, and more convenient.

Today, that journey continues with our announcement that Apptentive has joined forces with Alchemer. In Alchemer, we’ve found a company that complements us in crucial ways: offering easy to use solutions that invite customers to answer surveys across email, text, and web. Crucially, Apptentive and Alchemer believe that collecting feedback without taking action is insufficient: together we will build the company that Gives Every Customer a Voice and makes those voices matter.

Merging with Alchemer is a significant change for Apptentive. In considering our future, it was important for us to find a partner who would help us give our customers more, together. Over the last several months as I’ve gotten to know David Roberts, Alchemer’s CEO, and his team, I’ve found partners in our pursuit of giving a Voice to Every Customer. Alchemer will help us expand our embedded in-app and in-website feedback solutions to other channels, like connected devices and voice-enabled devices. Their flexibility, ease of use, and time to value aligns with Apptentive’s ability to deliver outcomes to our customers on day one—uncommon in our market, but uncompromising in what we deliver to our customers. Our combined focus on lowering the barrier to entry for our customers to listen to—and act on feedback from—end consumers positions us as a significant force in our marketplace.

Too much of this industry is focused on complicated implementations, massive investments in professional services, and flashy, expensive marketing campaigns. While impressive at first glance, this approach doesn’t actually democratize feedback. Giving a Voice to Every Customer doesn’t happen when companies make decisions on bad data or from the wrong group of people at the wrong time in their customer journeys. The most dangerous decision a brand can make is acting on feedback that doesn’t accurately represent the majority of its customers; Alchemer is the only other company in the CX space helping their customers engage proactively and create necessary feedback loops with their end customers in order to listen to, engage, and retain them for a lifetime—with pricing that doesn’t limit the volume of customers who respond. Apptentive and Alchemer’s combined mission to help more companies listen to their customers is best achieved together; our existing product suites are just the beginning.

Without the trust of our customers and their inventive and creative approach to building with us, Apptentive would not be where it is today. I want to extend my heartfelt gratitude and sincere appreciation for every company that has allowed us into their apps, that has taught us more about their organization and their customers, and who has come along on this journey to #CustomerLove. Together, we’ve built something unique and powerful and I’m very excited to invite you to continue on the journey with us and Alchemer. Together, we will invest more in serving our customers, delivering best-in-class solutions that are simultaneously the easiest to use and the most powerful in helping you to close the loop with your customers. Please join us on our journey to engage the world’s customers and to prove to them that we are listening.

About Robi Ganguly

Robi Ganguly is the Co-founder and CEO at Apptentive. He is passionate about giving customers a voice via mobile. Follow Robi on Twitter @rganguly.
View all posts by Robi Ganguly >

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