Sprinklr buys customer feedback vendor Get Satisfaction
April 9, 2015 05:53 AM
Fresh on the heels of announcing a $46 million funding round at a $1 billion valuation, social media management vendor Sprinklr Inc. has bought customer feedback vendor Get Satisfaction. Terms of the deal were not disclosed.
Get Satisfaction gives businesses a platform to connect with their customers. For example, Kiddicare.com, No. 165 in the Internet Retailer 2014 Europe 500, uses Get Satisfaction’s platform to power its community-based customer support forum where customers and employees answer common product questions. The forum has helped the retailer increase consumer interaction on its site, reduced customer service calls and helped it find and add information that was lacking on the site.
Sprinklr aims for Get Satisfaction’s platform to bolster its Experience Cloud platform that links Sprinklr’s social media management tools with retailers’ and other businesses’ on-site communities and customer service channels.
“You can’t market or sell to unhappy customers in a world of connected consumers,” says Ragy Thomas, Sprinklr’s CEO and founder. “It is only a question of time before all brands recognize that marketing of the future begins with great customer care. It makes no sense for the marketing team to spend hundreds of millions of dollars driving acquisition while the head of customer service is compensated on reducing the time with your best customers.”
Get Satisfaction CEO Rahul Sachdev plans to join Sprinklr as vice president of its first party experience business unit in the company’s San Francisco office. The vendor plans to integrate Get Satisfaction’s technology into the Sprinklr platform in the coming months.
The acquisition comes a week after the vendor announced a $46 million funding round and launched its Experience Cloud integrated platform. The vendor, which has raised $123.5 million to date, has tripled in size over the past year and acquired four companies—Dachis Group, TBG Digital, Branderati and Pluck—in addition to Get Satisfaction.