The cloud enterprise applications company IFS expects that the acquisition will help their customer deliver outstanding moments of service through the ability to gather the voice of the customer at the moment of service – which will enable companies perfect these moments of service.
“Customerville is highly differentiated in its field because it is Design-Driven, unlike competitors that offer surveys in static and flat formats, Customerville transforms customer surveys into rich, interactive experiences elevating customer response rates by between 400% and 600%. Successful VoC programs are proven to increase revenue, reduce costs and create a customer centric culture,” said Darren Roos, CEO of IFS
“Providing this capability to every IFS customer as part of IFS Cloud means empowering them to not only deliver products or services based on customer insights but to do so at the early design stage which creates significant business value.”
As announced, IFS has a long-established relationship with Customerville – bringing customer sentiment analysis and unique view of intelligence to the company’s services. In addition, the acquisition is to further cement IFS’s commitment to deliver the capabilities organizations need as they shift their business models away from selling products alone.
“Our goal at Customerville is to show companies they can own the narrative and go beyond emailing dry reports; this is a fundamental shift for companies looking to deepen their understanding of the customer journey and make smarter decisions,” said Max Israel, CEO of Customerville.
“With IFS we saw a meeting of minds in the desire to create a mechanism that would enable businesses to embed surveys into their own customers’ journeys. IFS is committed to enabling customers to deliver amazing Moments of Service and we love the team’s passion for creating great experiences. Customerville fits right into that mindset and is a natural extension of IFS’s proposition and we look really forward to our joint successes.”
With bases in Seattle, WA and in Valencia Spain, Customerville’s offering is said to be a comprehensive solution that integrates feedback collection, analysis, distribution, and action into a single, interconnected platform that is designed to generate higher engagement and response rates from customers as well as to help understand and improve CX.