Woku and his New Villain: The Polls

We were on a streak of more than 90 consecutive posts on our blog, however, November 5 was our last post. We took a short break, and now I want to share what's happening at woku: I think we're entering a new phase.

Some time ago, when Andrés Matte was at Platanus, I liked his educational approach to how to build a startup. I recommend listening to the podcasts with Roger on YouTube or Spotify. It was in one of these episodes that Roger mentioned something essential: a founder's ability to learn quickly.

At woku, learning is essential, as we continuously incorporate new strategies and tools that we need to master in order to apply them effectively. These last few months have been vital in terms of learning, as we have taken several twists and turns to the business that I had not been able to fully internalize until this week.

The value of taking a pause*

The routine of operating the business, keeping promises to customers and achieving goals doesn't leave much room for deep reflection. But recently, I took a moment to break out of that routine, pause the code, the blogs and review everything we had advanced. In that process, I realized that woku is entering a new stage.

Changes in direction: Betting on leading companies*

In September, we decided to take a turn: focusing woku on medium and large companies, those that are leaders in their markets, with a culture of continuous improvement. This change was not random; it came about when we saw how our service generated an immediate impact on companies of this profile. The benefits of using woku became apparent on the same day, confirming the potential of this new strategy.3,4

In addition, thanks to a publication in El Mercurio by Sofía Maluenda, we connected with Fernanda Herreros, a CX expert with more than 14 years of experience in companies such as Latam and Aitude. His vision fit perfectly with what we were looking for, and thanks to his experience in the field, we have started to connect with really big companies in Chile and Latam. This led us to integrate Fernanda as co-founder and COO of woku, providing a perspective that allows us to evangelize the customer experience from a solid base. This addition has not only expanded our capabilities, but it has brought us closer to the type of companies we want to help evolve.3,4

A purposeful pitch with the power of learning*

I didn't take the break just to rest, I took it to build the pitch that Paula would give, since Paula and Fernanda had a schedule full of prospects. The woku pitch was created for the Santiago Chamber of Commerce (CCS)'s “Boosting Local Trade Competitiveness in the Age of AI” contest. It was a powerful experience: Paula did it with a clarity that really highlighted our proposal. His presentation was congratulated by the eight judges of the contest, and we managed to come in second place, just behind Jeluo, a company that has been operating since 2017, with more than 100 people on its team and with sales of more than 5 million dollars annually. This recognition confirms that we are going in the right direction, but it also reminds us that there is still a way to go to reach those numbers. We learn every day, and each achievement brings us closer to our vision.↑

The hidden villain in customer experience management

In this process, I have identified what could be called the “hidden villain” of customer management: surveys. Companies bombard their customers with surveys that, in reality, rarely manage to capture what the customer really feels; this generates reports with no impact on business decisions. This is a serious problem, as 89% of companies compete based on customer experience and only 6% of managers believe that surveys provide useful information for making strategic decisions.

To solve this, we created woku: the only platform to understand your customer and improve their experience without tedious surveys. We solve the bombardment of surveys with the speed of our tool: we eliminate all questions and replace them with an image or video, allowing your customer to leave their opinion in less than a minute. We solve non-impact reports with natural language processing, capturing what your customers really think, whether in text or audio, to provide a simple, one-page report that truly impacts your business results.÷

A new phase with purpose

This is a key moment for woku. With the addition of Fernanda, we are in a stronger position to solve the problems that managers face when managing the customer experience. This new approach allows us to learn, improve and continue to evolve together with our client companies. And most of all, we're getting closer to offering a solution that not only understands, but that profoundly impacts each customer's experience.3,4

Customer experience management is SURVEY-FREE.