About

Our Vision: Make Every Business Customer Centric e-satisfaction.com is an Enterprise Feedback Management Software that captures the Voice of Customers. Our platform collects feedback during important moments of the customer journey and translates it into actions for the frontline, insights for the management and better reputation for the organization. Start collecting Customer Feedback with our tested 5-step framework and get practical about Customer Centricity with e-satisfaction.com.

Solution & Product

The capabilities offered by the platform of e-satisfaction.com are following a Proven 5-Step Framework and can be described below: - A single-screen, real-time view of the experience provided across the organization, designed for C-Level executives. - A prioritized view of customer requests, which is "fed" with customer feedback and not with customer complaints, designed to help customer facing employees prioritize and develop proactive support culture - A customer insights capturing tool, that collects customer feedback across the customer journey and creates transactional insights for each customer - A set of tools that uses feedback to improve online reputation and positive word of mouth, designed to capitalize CX metrics like NPS and CES. Overall, our platform is an enabler for customer centric transformation of companies.

Innovation & Scalability

We are developing innovation in the following directions: - Improving customer engagement, in terms of how responsive consumers are to what we display, working with different ways to collect feedback across the customer journey - Matching feedback with actions. Understanding collected feedback and transforming it to customer segments, based on data points related to the consumer, the transaction and the feedback that has been collected - Increasing customer retention efforts, by turning a broken experience into a "makeup" moment with a brand, boosting loyalty and contributing to business growth - Justifying customer Strategies by collecting the Voice of the Customer and not just assuming the success by sellout data.

Traction & achievements

Our solution and offering is used by more than 300 customers, primarily in omnichannel retail market, but also include customers from banking, insurance, airlines and food retail. Some or the companies included in our clientelle are Leroy Merlin, Media Markt, Plaisio, Phillip Morris International, Sephora, Intersport, Aegean Airlines, NN and Eurobank. Currently, our platform collects insights in more than 3m moments every month, generating more than 250k pieces of consumer feedback every month. The adoption of our tool by the consumers is also amazing, as the response rate of our insight collection tools reaches 28% (3x the average response rate of survey tools) and the engagement rate of the responders reaches 35%, generating tens of thousand of actions by consumers. Some of the achievements coming from our customers include: - Online shoe retailer managed to reduce call center cost by 25% - Technology e-shop managed to significantly increase the number of reviews in Google place, increasing the overall satisfaction score by 35% - Large scale retailer democratized the voice of the customer, making feedback available at store level and managing each complaint at store level.

Team & Why Us

We are currently entering the scale up stage, during which we are intensifying commercial growth. The axes of our commercial growth strategy are: - Reseller Partners and cooperation with digital agencies and customer experience consultants - Technology partnerships and integrations that will create an added value proposition and will provide us access to additional clients. PrestaShop and Microsoft Power BI are two primary integrations that we are already working with and many more are currently in development or discussion stages, with loyalty, digital marketing and retail solutions. The growth objectives for 2023 are the extension of our offering, its adoption from more industries in the Balkans region and the new market opening in the rest of EU.

Funding Needs

We are currently preparing for a next funding round, aiming to raise in the first semester of 2023. This the next round is being built around the following objectives: - further develop our product design & features, redesign the surveys collecting the Voice of the Customer, advance our native reporting capabilities & increase the accuracy of our Automated Topic Detection Algorithm - empower our team of Sales & Customer Success to acquire new clients & nurture the existing ones, with a focus in Large Enterprises - increase our Marketing Efforts to raise awareness & expand our business to new EU markets The exact amount and timeline of the next funding round have not yet been defined.