• April 9, 2015

Sprinklr Acquires Get Satisfaction

Sprinklr, a provider of enterprise social technology, today announced the acquisition of Get Satisfaction, a San Francisco-based online customer community platform. Financial terms of the deal were not disclosed.

The addition of Get Satisfaction adds community-based customer support to Sprinklr's Experience Cloud and will enable enterprise brands to create, manage, and deliver relevant experiences across almost 25 social channels and brand Web sites.

"You can't market or sell to unhappy customers in a world of connected consumers. It is only a question of time before all brands recognize that the marketing of the future begins with great customer care," said Ragy Thomas, CEO and founder of Sprinklr, in a statement. "It makes no sense for the marketing team to spend hundreds of millions of dollars driving acquisition while the head of customer service is compensated on reducing the time with your best customers."

Get Satisfaction is one of the industry's largest online community platform providers, powering more than 1,000 communities worldwide. The acquisition of Get Satisfaction adds to Sprinklr's presence in the rapidly growing $3.5 billion enterprise collaboration market and allows the company to provide a unified technology platform for managing customer experiences across third-party social networks like Facebook, Twitter, and LinkedIn and first-party owned properties like Web sites, blogs, and communities.

"Since its launch in 2011, our predominantly self-sustaining Koodo Community has become an essential part of our business strategy. It helps us deliver the highest customer satisfaction, with almost 100 percent of questions being answered in minutes without any employee intervention," said Bernard Szederkenyi, vice president of customer experience at Koodo Mobile, a subsidiary of TELUS, in a statement. "With Sprinklr's acquisition of Get Satisfaction, we will realize even greater potential to engage with our customers wherever they are through a unified platform."

Sprinklr's acquisition of Get Satisfaction comes one week after the company announced $46 million in new funding, at a valuation of more than $1 billion, and launched the Experience Cloud, an integrated offering that allows brands to create, manage, and deliver experiences across social channels and brand Web sites. In the last 14 months, Sprinklr has tripled in size and strategically broadened its capabilities with the acquisitions of Dachis Group, TBG Digital, Branderati, and Pluck. The company has offices in 10 countries, more than 750 employees globally and was recently named the social launch partner for SAP's hybris Marketing solution.

"Get Satisfaction's vision is to enable a world where customers achieve ultimate value with their brands. We upgrade outdated one-to-one support systems and increase a brand's ability to create happy customers," said Rahul Sachdev, president and CEO of Get Satisfaction, in a statement. "In the last five years, Sprinklr has created a platform that is redefining how global brands connect with their customers. With Sprinklr, we now have a tremendous opportunity to accelerate our vision and deliver greater value."

Sachdev will join Sprinklr as vice president of the First Party Experience (FPX) business unit.

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