zenloop raises $6 million investment for its customer experience management platform and expansion across Europe

• German market leader and Berlin-based startup tackles customer churn with its ability to collect and analyse quantitative and qualitative feedback through various channels in real-time
• Financing round led by Nauta Capital will ensure zenloop’s further expansion across Europe
• Machine learning used to analyze feedback and derive a better-personalized retention action

zenloop, a German customer experience management platform startup, has raised $6 million investment for global expansion with a focus on expansion across Europe in 2019 in addition to doubling its team size within the year. The fresh round was led by Pan-European VC, Nauta Capital, with participation from Piton Capital. With this strategic investment, Nauta Capital, as well as Piton Capital, are tackling the rapidly growing global market of data-driven customer experience management. In conjunction with the funding, Zenloop also announced new additions to its board, including: Andrin Bachmann, founding partner of Piton Capital, and Christian Henschel, Co-founder of Adjust.

Founded in 2016 by three experienced entrepreneurs Lukasz Lazewski, Björn Kolbmüller and Paul Schwarzenholz, the Berlin, Germany-based zenloop is a NPS feedback management platform which improves customer retention by using the Net Promoter System (NPS) framework. Björn Kolbmüller and Paul Schwarzenholz had previously founded and sold Flaconi – Germany’s second-largest online beauty store – to ProSiebenSat.1 Media SE in 2017.

zenloop’s SaaS platform collects quantitative and qualitative feedback through various channels (link, email, website or each embedded). All surveys are easy to reply and achieve high response rates of 30-50%. Our smart label technology analyzes the feedback and automatically identifies all relevant insights and trends. Companies can easily close the feedback loop with their customers and initiate internal processual improvements. zenloop boost customer relationships and empowers customer centricity in organizations.

zenloop has developed a unique customer experience SaaS solution which enables businesses to collect, analyse and respond to customer feedback in real-time. Integrating the global industry standard Net Promoter System® (NPS) framework with an ‘all-in-one’ platform powered by machine learning technology, zenloop tackles the root causes of customer churn by collecting feedback from customers across every touchpoint during their entire journey and deriving optimal personalised retention actions.
It was during their first venture that the founders of zenloop realised the detrimental retention issues faced by companies – both large and small. According to figures over €146bn in revenues are lost each year in the global e-commerce industry alone, as such the global market for retention software is estimated to be worth €90bn.

Björn Kolbmüller, Co-founder of zenloop, explains: “While we were founders of a B2C company, we wanted to understand how happy every single customer was during their journey. As a result, we received thousands of comments every day which we analysed in detail and with high effort using excel. We’d then leverage their feedback in order to get back to the customer with the right action. We found this strategy reduced churn significantly and led to more recommendations from our customers. This is what zenloop is about, and does effortlessly so in a fully automated way. By deploying the latest technology – including artificial intelligence – customers are given the best experience.”

Currently serving clients across multiple verticals from e-commerce, consumer brands, travel to omnichannel retail, in access of 2.000 surveys and 7 million responses have been processed in the platform since launch with clients reporting response rates of 30%-50%.

Nauta Capital’s Munich-based Partner, Guillem Sagué who led the investment will be joining zenloop’s board and working with the team in reaching their ambitious global expansion plans. Commenting on the news Guillem said: “We are delighted to join Paul, Björn and Lukasz in their journey to make customer satisfaction measurable and actionable at scale. zenloop fits perfectly into our Enterprise Software focus in Germany and the team is just impressive so it was an easy decision for us.”

“Our primary goal is to grow within the European market by leveraging our leading position with Germany-based companies. Therefore, the round will not only allow us to expand our marketing and sales efforts and expanding our team but also strengthen our IP in machine learning capabilities to drive insights and actions for our customers. We also plan to expand across Europe and tackle the customer experience market beyond the DACH region. We’re thrilled to have Nauta, Piton and our industry expert Angels supporting us with their expertise and network”,  said zenloop Co-founder, Paul Schwarzenholz.