For those intimidated by forms that need to be filled out online, there’s SurveySparrow. According to founder and CEO Shihab Muhammed, the world’s first chat survey software leverages advanced technologies such as big data and AI to capture the conversational nature of surveys to deliver a highly engaging experience.
The appallingly low completion rates of traditional form-filling in online survey software sparked the idea behind an omnichannel experience management platform that launched in 2018.
“The connection with the audience was instant…SurveySparrow was the perfect choice to capture the conversational nature of the survey, like a sparrow chirping in your backyard,” Muhammed told PTI.
It now has more than 200,000 customers in 149 countries and is “continuing its growth trajectory,” he said. Our customer list includes brands such as Meesho, Godrej, Paysafe, Exin and Grant Thornton.
“…we recently launched an AI-generated survey feature, and we are developing other features that leverage generative AI to improve user experience in creating, sharing, collecting and analyzing data,” Muhammed explained.
On the infrastructure side, Muhammed said that running on Amazon Web Services (AWS) freed him from managing complex infrastructure, allowing him to focus on product improvement and customer service, helping drive business growth. The pay-as-you-go model has reduced initial costs and provided flexibility, he added.
Excerpts from interviews: Q: What is the idea behind launching SurveySparrow? A: In 2017, online survey software had a traditional form-filling experience with an average completion rate of around 15%. But there was growing excitement about conversational UI (user interface) experiences found on platforms like WhatsApp and Slack. This inspired the idea of creating a highly engaging conversational investigative experience. In 2018, we launched the world’s first chat survey software. Surveysparrow turned out to be the perfect choice for capturing the conversational nature of surveys, like sparrows chirping in your backyard.
Q: What were the defining moments or milestones in SurveySparrow’s journey and in launching your venture as a founder? A: We launched SurveySparrow with the goal of achieving a high 40% completion rate through engaging conversational surveys. I was thrilled when some early adopters achieved 90%+ completion rates on the conversational UI. Within just 50 days of its launch, it had its first 1,000 customers. These are the moments that truly show your love for our products and there is nothing better than seeing your happiness. Q: How has SurveySparrow grown over the years and can you provide some insight into how it has been successful on some key metrics? A: With over 200,000 customers in 149 countries, SurveySparrow’s product quality is proven. The company continues its growth trajectory as he achieves an impressive 300% growth in 2021 and doubles his revenue in 2022. Securing the first funding round, he has raised US$1.4 million as seed his capital from a major venture partner. In addition, we secured an additional US$3 million in a bridge round from our family office. Today, the company is his team of over 200 employees, proudly serving well-known brands such as Meesho, Godrej, Paysafe, Exin and Grant Thornton as valued customers.
Q: How does a digital strategy help SurveySparrow track targets? A: Our digital infrastructure consists of interconnected layers that provide high quality service to our customers. These layers include storage for data management, caching for fast access, applications for business logic, queues and background jobs for asynchronous processing, and serverless for scalability. Additionally, domain-driven microservices enhance the modularity and flexibility of the system.
Our multi-tier digital infrastructure is integral to our competitive strategy. This accelerates innovation, speeds up delivery, enables rapid adaptation and improvement, and helps you reach your goals and deliver a superior customer experience.
Q: How important is the digital part to your company’s growth and operational requirements? A: Consider that surveys embedded on high-traffic websites can result in a flood of submissions in a short period of time. Our digital infrastructure kicks in.
Cassandra captures and stores data, while CloudFront, Edge Lambda, API Gateway, and Elasticache manage traffic to ensure fast, responsive service. At the same time, OpenSearch processes submissions for insights. This demonstrates the vital role of infrastructure in handling bursts, maintaining high availability, and rapidly processing data as it grows, without sacrificing quality or speed.
Q: How have you embraced new technologies such as big data, AI and ML (artificial intelligence and machine learning) to stay ahead? Do you use generative AI? Our approach includes pre-defined models for everyday insights and specialized models for complex use cases, greatly enhancing our ability to deliver data-driven insights.
Furthermore, the introduction of generative AI has opened up new avenues. For example, we recently launched an AI-generated survey feature and are developing other features that leverage generative AI to improve user experience in creating, sharing, collecting, and analyzing data. These innovations maintain our competitive edge and increase customer value.
Q: What did cloud technology not allow us to do before? A: Cloud technology allows us to scale our products quickly and efficiently without a large up-front infrastructure investment. This shift from capital expenditure to operational expenditure was beneficial and made it easier for new team members to learn the infrastructure.
The ability to provision resources within minutes has greatly reduced response time to new demand. Leveraging managed services through AWS allows our teams to focus on their core business instead of infrastructure tasks. Cloud technology has transformed our resource management approach, facilitating de-risked innovation and experimentation in building world-class products.
Q: What improvements have you made using AWS, and what benefits have you experienced running on AWS? A: Running on AWS has provided many benefits. Its robust service ensures high availability and scalability even during sudden traffic spikes, building trust and satisfaction among customers. One of the big benefits is that you can free yourself from managing complex infrastructure and focus on product improvement and customer service to drive business growth. AWS enhances our agility and speed of innovation, and provides a variety of services for rapid development, testing, and feature releases, giving us a competitive advantage.
On the financial side, AWS’ pay-as-you-go model reduces upfront costs and provides flexibility. Plus, strong security measures give you more confidence in protecting your data and systems. Overall, AWS plays a key role in our growth and success.
(This story was created by PTI in collaboration with Amazon Web Services).
(This story is not edited by Devdiscourse staff and is auto-generated from a syndicated feed.)
