Penquista Startup Makes It Easy to Capture and Analyze Customer Sentiments Quickly and Easily
Its development uses artificial intelligence and machine learning, which allows results to be obtained in less than two minutes through videos and audios.
Supporting entrepreneurs and fostering happiness, that’s the central goal of the Chilean startup Woku. Founded at the beginning of 2023, this company – part of the portfolio of the 3IE Institute, a business incubator of the Federico Santa María Technical University – offers a tool to capture and analyze customer opinions quickly, easily, in two minutes and without surveys.
And how does he do it? The development of this startup, born and based in Concepción, consists of a platform that allows users to use feedback instantly. This is done through images or videos, avoiding long surveys that remain inconclusive in a high percentage.
The idea is to collect feedback during the service at different key moments, not just at the end, to obtain valuable data and avoid unanswered questionnaires, all in less than two minutes.
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Paula Riquelme, industrial civil engineer and co-founder, together with Sofía Orrego and Pablo Orrego, he explains that to achieve this “we use machine learning techniques such as AI or machine learning that analyse customer opinions. Thanks to them, we can distinguish whether an opinion is positive or negative, summarize them and transcribe the opinions delivered in audio into a comprehensible text.”
As an example, the Woku app highlights that one of its customers managed to improve their interaction by starting to use their platform to collect opinions. They noticed that certain negative reviews were repeated, particularly those related to software that hindered the user experience.
By using the app, this software could be identified as a bottleneck, based on direct feedback from customers, which led to the decision to replace it to improve the experience of its users.
The professional also adds that “in the future we hope to be able to create and train a complete machine learning service, focused exclusively on customer reviews that works in any company and anywhere in the world.”
The startup operates under a B2B (business to business) SaaS (software as a service) business model, offering an annual subscription to customers from various areas, such as ventures specializing in cleaning services, consultancies, businesses with physical products, restaurants, real estate and technology startups.
To date, they have collected and analyzed more than 2,000 reviews, which help their customers to identify processes, products, technologies, or experiences that are not working optimally.
Riquelme emphasizes the value that Woku brings to companies, “we offer solutions to those companies in search of efficient methods to collect and analyze the opinions of their customers, especially those who, due to lack of time or skills, find it difficult to implement these processes effectively in their businesses,” concludes the executive.