InputKit

Founded in 2017 by Philippe Genois and Jean-Philippe Fong, InputKit is a Canadian software-as-a-service (SaaS) firm headquartered in Montreal that specializes in customer and employee experience management. The company operates on a subscription-based business model, generating revenue by providing businesses with tools to gather, analyze, and act on feedback. Pricing for its customer experience solution starts at $125 per month, with add-on modules available for online reputation and employee experience management.

InputKit's core offering is a platform designed to automate the collection of customer feedback through personalized surveys sent via email or SMS. The system is engineered to deliver these surveys at optimal times, such as one to two hours after a customer interaction, which contributes to high response rates—reportedly 49% for email and 57% for SMS. This timely feedback mechanism allows businesses to proactively identify and address customer dissatisfaction. For instance, the platform can detect unhappy customers in real-time, enabling companies to intervene and rectify issues before they escalate. Beyond customer feedback, the solution encourages satisfied customers to post positive reviews online, thereby enhancing a company's digital reputation. One client reported a 60% increase in online reviews after implementing the system.

The platform also extends its capabilities to employee experience management, allowing organizations to survey their staff to assess engagement and motivation. This feature provides insights into employee perceptions and facilitates performance assessments. The software includes real-time analytics, customizable dashboards, and reporting features that allow for the tracking of metrics like the Net Promoter Score (NPS). InputKit serves a diverse client base, from small businesses to larger enterprises, across various sectors including retail, B2B, and health and wellness. The system can be integrated with third-party CRM and marketing platforms such as Salesforce and HubSpot, ensuring a more seamless flow of information across a company's existing software ecosystem.

Keywords: customer experience management, employee experience, online reputation management, customer feedback software, automated surveys, NPS tracking, customer satisfaction, employee engagement, feedback analytics, review management, SaaS, B2B feedback, patient feedback, retail customer experience, service industry feedback, customer retention, real-time feedback, personalized surveys, employee motivation, lead generation