Chennai, February 28, 2018: Survaider, a SaaS based Customer Experience Management platform has raised $500k. The round was co-led by The Chennai Angels and Axilor Ventures with participation from other angels. The team had earlier raised a small round from Axilor Ventures in 2016.
With this round of funding, Survaider, a leader in the segment, aims to focus on product enhancement, expanding to other verticals, in India as well as internationally.
Founded in 2016, Survaider is a plug and play SaaS solution which helps brands to measure, understand and improve customer experience. By aggregating customer opinions from across channels like direct feedback, social media, review websites, CRM and helpdesk, it helps businesses in accurately measuring loyalty and satisfaction scores and gives insights to improve their service quality.
It analyses from customer feedback, exactly what is wrong in the service, and points out the issue to the correct department in the business for problem resolution. The ability to understand unstructured text from different channels in real-time and connect it to the relevant people in the organisation in real-time, sets Survaider apart.
“We are working to create a world where listening and acting on customer opinions is quick and intuitive. While there are plenty of tools to capture and analyse direct feedback, Survaider is the only solution which can aggregate all online and offline customer opinions to give a holistic view of customer experience. We make it simple for businesses to act on what their customers are saying,” said Tushar Mishra, co-founder Survaider.
Survaider is already working with prominent brands like Ginger Hotels, Fern Hotels, Keys hotels, Intellistays, Habanero, etc.
“Survaider helps us get an overall view of our customer opinions and helps in orienting our strategies to always delight customers,” said Nikhil Sharma, COO of Ginger Hotels, who has seen a remarkable rise in their NPS since they started using Survaider a year back.
“The platform of listening, analyzing and real time actionable alerts apart from benchmarking with peers on a SaaS mode is an “unmet need” of the Hospitality, Financial Services & Healthcare sectors, Survaider, has the building blocks and traction in place to emerge as the reference platform,” said Mr. Premkumar S, MD, HCL Infosystems Ltd who leads the investment from The Chennai Angels.
“Businesses need to be agile in protecting their brand quotient. Survaider’s solution eliminates the complexity associated with aggregating and interpreting customer feedback and plugs it to the enterprise workflow, enabling prompt responses,” said Asutosh Upadhyay, Head of Programs at Axilor Ventures.
Gartner predicts that customer experience will become the key brand differentiator for businesses by 2020. Customer experience, which was once a “nice to have” has become an important function in businesses now. More and more companies are dedicating separate departments to optimise it.