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Zenloop offers an integrated experience management platform, utilizing AI-powered surveys to measure customer satisfaction and Net Promoter Score (NPS). The SaaS solution automatically collects structured customer feedback across diverse channels. This data transforms into actionable insights, enabling businesses to proactively enhance customer experience.
Founded by Paul Schwarzenholz, Björn Kolbmüller, and Lukasz Lazewski, Zenloop emerged from their prior success as co-founders of Flaconi. Their collective experience underscored the critical importance of deep customer understanding for growth. This insight fueled Zenloop's creation, aiming to equip businesses with tools to gather and act on feedback, fostering stronger customer relationships.
Businesses across diverse sectors utilize Zenloop to enhance customer experience and satisfaction. The platform empowers organizations to regularly monitor customer sentiment, identify pain points, and implement data-driven improvements. Zenloop envisions enabling companies to cultivate genuinely customer-centric operations, ensuring feedback translates into tangible actions building lasting loyalty and growth.
zenloop has raised $12.0M across 2 funding rounds.
zenloop has raised $12.0M in total across 2 funding rounds.
Zenloop is a Berlin-based SaaS company founded in 2016 that provides an AI-powered Customer Experience (CX) Action Management platform. It enables enterprises to collect multichannel customer feedback, analyze it via AI-driven sentiment analysis and clustering, and automatically generate actionable workflows to retain satisfied customers, win back churners, boost advocacy, and drive innovation[1][2][3][7]. Serving global corporations like HelloFresh, VW Group, Henkel, Douglas, Thalia, Flaconi, and Birkenstock—primarily in e-commerce, retail, and high-interaction sectors—zenloop solves the problem of turning raw feedback into measurable business outcomes, such as increased customer lifetime value (CLV) and ROI on CX operations, differentiating from mere feedback tools by automating execution[1][3][5]. With over 719 million feedback responses processed and recent awards like the 2024 K5 Commerce Award for Customer Experience, zenloop demonstrates strong growth, bolstered by its 2023 acquisition by saas.group, which has accelerated its focus on AI enhancements in Zenloop 2.0[5][7].
Zenloop was founded in 2016 by Björn Kolbmüller and Paul Schwarzenholz—former founders of e-commerce company Flaconi—alongside Łukasz Łazewski, emerging as an in-house solution for Flaconi before scaling into a standalone SaaS platform[3][6]. The idea stemmed from the need to move beyond passive feedback collection to "Action Management," automating responses to customer insights in real-time, particularly for e-commerce handling high transaction volumes[1][5][6]. Early traction came from proving the model internally at Flaconi, leading to rapid adoption by brands like Deichmann and Tier Mobility; by 2020, it earned the Artificial Intelligence Excellence Award for its sentiment analysis tech, and recognition as a GetApp Category Leader in CX software[2]. A pivotal moment arrived in April 2023 when saas.group acquired zenloop, shifting operational burdens to enable deeper innovation while growing to over 60 employees in Berlin[3][5].
Zenloop rides the explosive growth of AI-driven CXM amid rising customer expectations for personalized experiences post-pandemic, where churn costs enterprises billions annually. Its timing aligns with the maturation of MarTech stacks, enabling e-commerce and service-heavy firms to operationalize "voice of the customer" at scale—fueled by advancements in NLP and automation that make qualitative feedback quantitative and executable[2][6][7]. Market forces like data privacy regulations (e.g., GDPR) and the shift to omnichannel retail favor zenloop's compliant, automated approach over manual tools, while its saas.group backing amplifies network effects in Europe's SaaS ecosystem[5]. By influencing peers like HelloFresh and VW to prioritize CX ROI, zenloop accelerates industry-wide adoption of closed-loop feedback systems, reducing churn by up to 20-30% in documented cases and setting benchmarks for AI in customer retention[1][3].
Zenloop is primed for expansion with Zenloop 2.0 centering AI for even smarter, labor-free insights, targeting broader adoption in utilities, CS-heavy orgs, and global enterprises beyond e-commerce. Trends like generative AI for hyper-personalization and rising CLV focus will propel it, especially as economic pressures demand CX efficiency. Its influence may evolve from pioneer to category standard via saas.group synergies, potentially through acquisitions or vertical expansions—echoing its Flaconi roots by transforming feedback into sustained revenue growth for a customer-first world[5][7].
zenloop has raised $12.0M in total across 2 funding rounds.
zenloop's investors include Nauta Capital.
zenloop has raised $12.0M across 2 funding rounds. Most recently, it raised $7.0M Series A in June 2020.
| Date | Round | Lead Investors | Other Investors | Status |
|---|---|---|---|---|
| Jun 1, 2020 | $7M Series A | — | Nauta Capital | Announced |
| Feb 1, 2019 | $5M Seed | — | Nauta Capital | Announced |
