Business

ResponseTek takes $6M to make sense of customers’ comments (update)

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Updated at 10:31 a.m. Pacific with ResponseTek’s last-minute change to its funding.

While Responsys and other tools for smartly reaching out to potential customers have been making big headlines lately, software for analyzing statements from customers hasn’t been quite as trendy. But today a company that monitors what customers tell companies, ReponseTek, is getting some attention, with a new $6 million round of venture funding.

Beedie Capital Partners and Growthworks provided the funding, which will enable ResponseTek to keep growing internationally.

ResponseTek’s software takes into account data from a wide variety of inputs, including phone conversations, text messages, and emails. The software can then spit out reports on performance for individual employees and for executives. Data about customers and individual employees who respond to customer inquiries can be integrated with a company’s software for managing information on leads and existing customers.

“As one of the first developers of customer experience software solutions, it is great for ResponseTek and our clients to see that investors have clearly identified Customer Experience Management (CEM) as an emerging enterprise software category that adds tangible value to the businesses that use it,” Syed Hasan, ResponseTek’s chief executive, told VentureBeat via email.

Competitors include Confirmit, Medallia, NICE Systems, and Satmetrix, Hasan said. But ResponseTek has now amassed business from companies in more than 30 countries, including more than 30 of the world’s top telecommunications companies, he said. The company started in 1999.

As a vendor of software that companies can pay for as they go, ResponseTek, based in Vancouver, B.C., can cash in on the ongoing theme of marketers spending more and more on technology. That trend should continue for a few more years. As a result, bringing ResponseTek to more markets now could help the company beat out other startups in the quest to take marketers’ money in the future.

beating out other startups looking for customers.

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