Kampyle For Software, the latest creation of Israeli startup Kampyle, is a fully serviced feedback analytics platform for software developers. At times like this, it’s all about keeping your users happy.
Over a year after our first interview, I had a chance to speak with Ariel Finkelstein, CEO of Israeli startup Kampyle. Since the public opening in June 2008, Kampyle added over 3000 clients. In August, they came up with the Google analytics integration, enabling clients to see the the Kampyle feedback information as an overlay. Today, Kampyle pioneers with a solution for old school software developers, a segment relatively neglected by web 2.0 companies.
Imagine that you are one of the big software clients like ICQ, Babylon, Skype etc. According to recent statistics, about 25% of the people who downloaded your software will stop the installation while it is in process. Why? Today, these companies have little to no idea.
Most of the software clients have no feedback mechanism today. Those who do, only prompt for the feedback after the customer completed the uninstall, in many cases through a separate browser window. There’s no way to get in touch with the user, to complete the feedback loop.
Kampyle’s end to end solution
Kampyle is solving the pain by providing targeted feedback information on users that stopped the download process or those who uninstalled the software. The system was built on the Kampyle Feedback Analytics platform (see pictures below). Kampyle clients can not only find out about a problem while it occurs, but they can also contact the specific users who experienced a problem and invite them to try again.
How many times did you find yourself ‘reporting the issue’ to Microsoft or Firefox?
Using Kampyle’s feedback system, users are prompted to put in their email address. According to Ariel, in 60% of the cases users provide their real email, because they honestly want to get feedback back on their problem.
Try it yourself – The user side
To get a taste for what it feels like for a user, Ariel took me to www.mailinfo.com and asked me to click on the big green button (it’s always a big button, isn’t it?) to install the software. Then, I stopped the installation process shortly after it started. The result was positively surprising. A small non-intrusive menu, asked me to tick on the reason for stopping, predicting fairly accurately my different concerns (spam, bugs and pop-ups, etc).
Tip for software developers: The HTML for the download page is provided by Kampyle, but you can also build your own.
The client side
Kampyle offers a comprehensive dashboard offering a high level view of all the feedback that was received by my system. The client can see where is the feedback coming from, browse the most reported feedback, or check the feedback per page.
See the video:
The client can also drill down to the individual user level, which enables him to see the common things to all the people that reported the same problem (for example – it’s possible that your software was not compatible to all the Google Chrome users).
The ‘Reply to users’ feature allows the client to get back to all the users that reported a problem and say – “Thank you very much for your feedback. We have corrected the problem”. This feature has proved to be vital for resusitating dead users, and the impact shows in the bottom line. For example, in industries like gambling, the life time value (ltv) of a user download can be worth hundreds of dollars, so one shouldn’t under estimate the monetization impact of keeping your clients happy.
Cost and alternatives
Open Source applications will always enjoy having Kampyle for Software – free of charge. Commercial packages will be priced by scale, ranging from $99 a month to thousands of dollars, based on the number of downloads. First month is free to try. So far, Kampyle is the first and only company to provide a feedback solution for software providers.
Finally, Ariel told me that he still doesn’t feel the impact of the markets on the business. It actually made business better because more and more, sites and software developers want to preserve their customers by keeping them happy.
Are you keeping your customers happy? Try Kampyle and find out.
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