Customer satisfaction tracker AskNicely scores US$10m venture funding

CX startup completes Series A funding round

Auckland based customer experience tracking firm AskNicely has raised US$10m (NZ$15m) in a Series A funding round led by US based Nexus Venture Partners along with NZ venture fund K1W1 and US based Blackbird Ventures.

AskNicely was founded in 2014. It scored US$400k of angel funding from New Zealand’s Enterprise Angels in 2015. This was followed by seed funding rounds of US$1.9m in mid 2016 and US$2.9m in 2017 from Blackbird Ventures.

Following the latest funding round the company has moved its headquarters from Auckland to Portland Oregon.

Geekwire quoted AskNicely cofounder and CEO Aaron Ward saying: “Portlanders ‘get’ customer experience more than any other city I’ve seen in the world because the service culture here is so strong.”

AskNicely claims to automatically collect feedback at any point in the customer journey on any channel (email, web, SMS) using the Net Promoter Score (NPS) framework and enable its users to rank NPS by location, segment, team and event  and use advanced text analytics “to see what customers really want from your brand”.

It says users are able to amplify positive feedback, converting it into reviews that boost Google ratings and to automate follow-up to negative feedback.

It claims: “Thousands of businesses around the globe use AskNicely to improve their customer experience and drive customer retention, revenue expansion and referrals.”

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