Syncly raises $3.3m to help cx teams transform customer feedback into actionable insight at scale
Joseph Lee (Co-Founder & CEO)
Nov 7, 2023
Today, we’re excited to announce our Seed round of $3.3m, and the public beta launch of Syncly! - an AI customer feedback analysis for the Customer Experience / Support and the Product team.
Why are we building Syncly?
Our journey into the AI world began with our first startup, SUALAB, back in 2016 when AI was taking the internet. We wanted to disrupt a traditional industry, manufacturing, using AI. We built an AI software that helps manufacturers to automate their quality inspection process. In 2019, we decided to sell the company to Cognex (NASDAQ: CGNX). Building all the way to a 9-figure exit made us develop two strong convictions:
AI can change the way people work: We redefined the way people work by creating a new workflow using AI that helps employees get their jobs done much faster and with more accuracy.
A great product comes from the voice of customers: A key driver in our product growth was the voices of customers who engaged with our products daily. As we experienced, we could help others create a great product and company by enabling them to better understand and cater to their customers. Our mission is to help companies become genuinely customer-centric teams.
Before Syncly, dealing with the ever-evolving nature of products presented significant challenges in analyzing customer feedback.
The tagging taxonomy became quickly outdated and required constant updates, which often took a significant amount of time to set up.
Setting up keywords is another challenge. There is always a discrepancy between the terminology used by customers and what the company employs. Keyword setting only captured and analyzed a fraction of the feedback, which does not give companies a holistic view.
The most critical issue is that companies get customer insight much less frequently as they grow. By the time a feedback analysis was completed, often the feedback was already lagging behind. Customer wants more frequent insight weekly, daily, or in real-time, not to lose their golden time.
We know what the next generation of customer feedback analysis should look like
Customer feedback will be richer: Different feedback types carry different weights, influenced by factors like revenue impact, customer segment, sentiment, position, or volume. Syncly recognizes these nuances and brings different colors to customer feedback, presenting it in a uniform format regardless of the data source (i.e. Intercom, Slack, Zendesk, Front, Gong.io, etc). This provides a richer and deeper understanding of your customer's perspectives.
Customer feedback will be more reliable: We don't force you to believe in AI; we provide a tangible way to measure it. We've gamified the AI training process that can be done in a couple of minutes and show you the score to help you get confidence in the result. With the AI model that fits your criteria in a minute, you’ll get a result instantly to share within the team.
If we can make customer insight along with objective metrics accessible across all organizations, we can finally rally teams around the same goal with a sense of urgency, and build something that people want. This is the moment when understanding customer feedback can go to the next level. The combination of AI and customer feedback is creating unprecedented value for the customer.
Our Seed Funding
Today, we’re announcing our $3.3 million Seed funding round led by SoftBank Ventures with participation from Y Combinator, 500 Global, Rebel Fund, Fast Ventures, and Sendbird’s CEO John Kim. This will not only help us make something people want but help other companies make what their customers want by better understanding them.
If you’re interested in using Syncly, book a meeting with co-founders here (https://www.syncly.app/demo)