Customer feedback is a hugely underrated and vital way to improve your
business, yet many brands don't take advantage of that.
Matt Bahr, the co-founder of EnquireLabs, is out to change that, so he started Enquire, a post-purchase survey tool
that collects feedback for merchants on Shopify.
We sat down with Matt to learn about:
What led him to initially launch EnquireLabs
What factors set Enquire apart from its competitors
How he knew it was time to fundraise for his growing startup
Enquire's Secret Sauce
Matt stumbled into EnquireLabs.
He was advising Caraa Sport, a handbag company in New York City. Caraa was
struggling with customer attribution, so Matt suggested they create a
post-purchase survey to get feedback.
Sadly, Matt realized the only way to conduct the survey was by using an app
to drop a Google Form embed script on the order confirmation page.
Collecting the feedback was helpful, but Matt was frustrated that you
couldn't easily sync any of that data with other tools. He realized he had
to build a tool to sync order data and survey results.
Since launching in 2018, Enquire has proliferated. Here are some of the
company's growth highlights:
They've worked with 2,000+ companies, from services and B2B technologies
to eCom brands.
Over 60% of Enquire's clients belong to the company's highest
They've done ~20 million surveys a month for brands like Allbirds and
FIGS, giving Enquire a strong understanding of their core customer.
Enquire's Patented Technologies
Matt and his team are constantly evolving its product features, making it
easier for Shopify merchants and apps to collect information and move data
Enquire's core technologies are its Question Engine and Question Stream™.
The engine helps clients write questions unique to their products, and the
stream is a flow of information determining when questions are shown and to
Enquire stands out from its competitors in three distinct ways:
1. Gaining Insights
Competitors tend to focus on traditional research models that require weeks
of data collection and manual synthesis, and usually inform valuable
decisions that impact the next cohort of customers months or years
Enquire operationalizes consumer insights to fill the gap left by those
products when a consumer’s feedback could be acted on instantly, like
changing what personalization path they’re sent on.
2. Working Together
Question Engine and Question Stream work together to learn from the
behavior of a given customer so that they can serve up better questions
throughout the consumer’s lifetime journey.
3. Actionable Information
With Question Bank, Enquire can show clients more than 100 additional
questions to ask shoppers, which helps merchants gain needful insights
"Once our brands start to collect this survey feedback, they say, 'Oh sh*t,
I could've solved all these problems if I'd asked!'"
Improving Core Data Capabilities
As Enquire gets more experience working with large volumes of data across
different industries, they have the potential to build valuable IP for the
customers they serve.
Additionally, because Enquire is a Shopify app, they're built to follow
Shopify's best practices. As they develop more features and add new
customers, they're looking to take on enterprise business.
At the same time, Matt knows that there is always room for
wants to simplify where clients can collect data and in what form they
receive it. Creating an open API will help his team accomplish this.
Second, Enquire is getting SOC 2 Compliant, which will enable them to be
up-to-date with many privacy initiatives.
And finally, Matt wants to offer advanced analytics for customers in the
future, but he's conscious about building products that people don't
"We take our own medicine. We'll only build features based on extensive
How to Know When You Should Raise
Matt has over a decade of experience in the eCom space, specifically in the
Once Enquire began receiving requests to work with companies that use other
platforms outside of Shopify, he knew that Enquire needed more resources to
meet new client needs.
So, he went out to fundraise. The fresh capital will help Enquire:
Build a team to manage the product's customer-facing content
Develop software that connects to other apps and platforms
Hire experts to keep up Enquire's steady flow of business as it
"When thinking about whether we should fundraise, the question became: 'is
somebody else going to do this?' The answer was yes, so it had to be
Pulling Back the Curtain
Matt and his team had several term sheets on the table a week into
Ultimately, Enquire raised $4.5 million, led by True Ventures, FIDI Ventures, Silicon Valley Ventures, V1.VC, and
angel investors like Chubbies and Casey Armstrong.
In reflecting on a speedy fundraising process, Matt highlights that this is
just the beginning for Enquire. A few things that stand out to
First, how validating it is to be backed by investors that understand the
company's product and vision.
Second, how exciting it is to have investors and partners who will help
Enquire expand outside the eCom space.
"We fundraised because there's an opportunity to change the consumer-brand
data relationship beyond eCom, and that's our opportunity to seize."