Rajesh Dembla has invested in Survaider, a Bengaluru based startup, for a minority stake. He has previously invested successfully in Dunzo, helping the companies in their starting phase. The amount invested has not been disclosed yet.
Rajesh Dembla said, “Gartner predicts that customer experience will become the key brand differentiator for businesses by 2020. Customer experience, which was once ‘nice-to-have’ has become the deal maker for businesses now. Most companies are now dedicating separate departments to optimise overall brand loyalty through customer experience. It would be safe to say that the customer might have been king, but today he is the god.”
Survaider, an online SaaS customer experience management (CEM) platform was founded by Madhulika Mukherjee and Tushar Mishra in 2016. It uses machine learning along with natural language processing techniques to capture the customer feedbacks, conversations and reviews from different websites to understand the needs and problems of the customers in real time.
It helps in providing better customer experience through its various products and services like opinion monitoring, review management, real-time NPS tracker, business insights, social listening, competitor analysis etc. This will help in learning the customer experience and also in identifying the areas that need improvement and fix the issues in a more holistic manner.
The company has already been working with around 40 brands from different categories like hotels, gyms, retail, etc. Some of its regular customers include Freshmenu, Barbeque Nation, Ginger Hotel, V Resorts, etc. It has also claimed to have doubled its revenue from the previous quarter and is growing at 30% month on month.
Customer loyalty market is expected to be an 8,500 crores ($1.3 billion) market. There are other players in the same customer experience space that will provide some competition to Survaider, these are Cloudcherry, InLoyal, m’loyal, Qwikcliver, etc. More players are expected to join this space considering the growth and importance of providing enhanced customer experience in the market.