"CHOICEFORM" aims to manage excellent customer experience, and rebuild the business process of human requests with technology

delivery

CHOICEFORM Network Technology, which supports corporate customer experience management and employee experience management, has raised $ 30 million (about 3.5 billion yen).Lead Investor is "Sequoia Capital China Seed Fund" and "Zoo Capital", and COOOSTAL is "Albatross Venture".ChoiceForm has been established in 2015, incorporating digital strategies, data analysis, experience design, and specialized knowledge into customer experience management strategies.As a similar business model overseas company, there is Qualtrics, USA, which was acquired by Germany SAP for $ 8 billion (about 925 billion yen) in 2018.Qualtrics was listed on Nasdaq in early 2011, and at one time it reached a market capitalization of $ 27.3 billion (approximately 3.16 billion yen).On the other hand, there are many companies in China that provide CEMs (customer experience management), but many provide solutions that relied on human resources, such as customization development, and are less efficient and costly.The first difference between ChoiceForm and other companies is that Choiceform uses technology to reconstruct all processes of experience management.First, when designed the stage of the customer journey (the customer recognizes, interested, examined, and the process leading to purchase and use), ChoiceForm sets a template for questions in the back end.Close companies freely combine logic connecting questions and questions by dragging and dropping without writing code.At the next stage of sending the questionnaire, ChoiceForm emphasizes the timing of sending.For example, when checking out a hotel, the timing after the test drive of the car is more likely to respond to the questionnaire, and it is more efficient.After collecting the questionnaire, ChoiceForm tied X data (Experience Data, customer experience data) and O data (operational data, operated data), accurately captures demand in real time, and pushes customers immediately.Send notifications (automatic transmission of notifications) and follow up.Companies that use Choiceform can efficiently collect customer experience data and accumulate data assets.In such a way to connect customer data at an end -to -end, the interaction with customers is smarter and the strategy can be more logically formulated.The experience management platform incorporates the knowledge of experts according to each industry, sets customer journey, selects important timing, and analyze data.The platform allows you to cover full processes and customer full -life cycles in order to connect all touch points (companies and customers' contacts) from the experience feedback to the actual action.The second difference is that we are aiming for an industry with high customer value.ChoiceForm's system has been highly evaluated by cars, real estate, 3C digital devices (PCs, telecommunications equipment, home appliances), and major companies in the New Ritre industry.The company's number of customers has reached about 100 in 2010, and will soon exceed 100 million yuan (about 1.8 billion yen).The company's CEO shows confidence in the future of the customer experience management business, and says, "While companies tend to further emphasize attracting customers from maturity markets and SNS communities, the company is a company -focus on customers.It will be an important factor in management and marketing in the future. Choiceform says that client companies will use the experience data safely and legally to provide smart experience management and improve their performance. "奚 CEOs have gradually emphasized customers and digitalization, but with CRM (customer -related management), CEM, CDP (Customer Data Platform), SCRM (Social Customer Relationship /The approach to multiple customers, such as management), is expected to be a new form in the future.(Translation / erhu)