In today’s hyperconnected world, consumers have more ways than ever to provide feedback to the companies they interact with. Whether through surveys, social media, customer support calls, or app reviews, the channels for sharing opinions are abundant. However, this ease of communication has not translated into businesses effectively utilizing the insights they receive. A 2020 survey by Productboard revealed a striking gap: 90% of companies fail to capture feedback from all available channels, while a third lack any formal process for managing customer feedback. Despite the growing importance of customer insights, many organizations struggle to harness this valuable data to drive decision-making and improve their products or services.
Varun Sharma, who led customer success initiatives at LinkedIn, Amplitude, and Scale AI, witnessed these challenges firsthand. He saw product and customer experience teams working tirelessly to incorporate feedback but falling short due to the lack of an efficient system to capture, analyze, and act on customer interactions. Recognizing the critical need for a better solution, Varun teamed up with his brother, Arnav Sharma, in 2020 to create a tool specifically designed to address this problem. Arnav, a seasoned software engineer with three years of experience at Uber, brought the technical expertise needed to build the platform.
Together, they developed Enterpret, a comprehensive platform designed to gather, analyze, and operationalize customer feedback at scale. As Varun explained to TechCrunch, “Customer interactions are a precious, yet immensely underutilized, dataset for all enterprises. If unlocked meaningfully, they can help build best-in-class products and drive business growth.” Enterpret connects to various feedback sources, such as sales calls, support tickets, survey responses, social media threads, and app reviews. It uses sophisticated algorithms to extract insights, identify overarching themes, detect emerging problems, and guide companies on product development priorities.
What sets Enterpret apart is its ability to process customer interactions in real-time and link them to key business metrics, such as product usage and revenue data. This integration allows companies to make data-driven decisions quickly and effectively. Furthermore, Enterpret is designed with data privacy in mind. Companies can set rules to scrub personally identifiable information (PII), such as names and IP addresses, ensuring compliance with regulations like the General Data Protection Regulation (GDPR).
Major companies like Canva and Monday.com have already adopted Enterpret’s platform to enhance their understanding of customer needs and detect early signs of customer churn. The platform’s ability to validate or disprove product hypotheses has made it an invaluable tool for product development teams. To date, Enterpret has analyzed millions of pieces of customer feedback, providing actionable insights that help companies refine their offerings and improve customer satisfaction.
Enterpret operates in a competitive space, facing rivals such as ScopeAI (acquired by Observe.AI) and Klaus (owned by Zendesk), both of which offer customer feedback analysis solutions. Despite the competition, Enterpret has achieved impressive growth. Based in San Francisco, the startup has doubled its annual recurring revenue (ARR) since May 2024 and recently closed a $20.8 million Series A funding round. The round was led by Canaan Partners, with participation from Kleiner Perkins, Peak XV Partners, Wing Ventures, and Recall Capital. In total, Enterpret has raised $25 million to date.
Varun shared that Enterpret’s ARR has reached seven figures, and the company’s contract value has doubled over the past year. The newly secured funding will be used to expand the team, enhance product research and development, and support the company’s rapid growth. “Enterpret’s ambitious vision is rooted in the realization that customer feedback is the most valuable dataset of any company,” Varun said. “Our mission is to build the platform for all companies that aspire to be customer-centric.”
With a clear mission, strong momentum, and a growing roster of high-profile customers, Enterpret is well-positioned to become a leader in the customer feedback analytics space. By turning customer interactions into actionable insights, Enterpret empowers companies to create innovative products, improve customer satisfaction, and drive business growth in an increasingly competitive market.