Amplitude Buys VoC Platform Kraftful

In San Francisco, digital analytics platform Amplitude has announced the acquisition of AI-native customer feedback startup Kraftful, promising clients a 360 degree view of their customers through a combination of quant user behavioral data and qual user feedback.

Amplitude helps client companies to capture data about customer behavior - providing self-service visibility into the entire customer journey - and to take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth. Kraftful helps companies optimize their products by listening to user feedback at scale. The company automatically collects and analyzes support tickets, call transcripts, survey responses, reviews, and a variety of other user feedback, and uses a proprietary LLM analysis to distill the massive volumes of unstructured data.

Amplitude will now integrate Kraftful solutions into its platform: for example the firm says it can automatically analyze customer feedback and identify a rise in complaints around a company's checkout flow. The client would be able to watch a session replay of that experience to identify how to improve it; A/B test the fix, analyze the results, and engage users directly with an in-app notification, all within the Amplitude platform.

Spenser Skates (pictured), CEO and co-founder of Amplitude says the firms 'share a deep belief: that listening to your users is the key to building great products', and states: 'Today, Amplitude customers can easily see what users are doing, but not always why. Kraftful helps us close that gap. We're excited to bring Kraftful's capabilities into Amplitude to power more comprehensive insights, faster feedback loops, and smarter AI agents.'

Yana Welinder, CEO and founder of Kraftful adds: 'Our vision has always been to help teams build products users love. AI has unlocked an entirely new way for teams to perfect products with insights from every feedback channel and user behavior. Together with Amplitude, we'll make that vision a reality.'

Web site: www.amplitude.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.