Below is our recent intervew with Sofia Quintero, the Founder and CEO at NomNom:
Q: Could you provide our readers with a brief introduction to NomNom?
A: NomNom is a customer feedback and user research platform that helps product teams learn from customers faster. We do that by helping businesses centralise, organise and analyse data from multiple channels. Everything from customer support systems, surveys and sales tools to customer interview notes.
NomNom is a complete self-service application that is being used by top product, design and research teams looking to build better feedback loops with their customers and increase the speed at which they innovate.
Q: Why is now the time for a technology solution like NomNom?
A: There are a couple of interesting changes taking place today. The first is the aggressive adoption of cloud services. Businesses are using an ever larger number of SaaS services to engage with customers and with every tool they use, there is potential for creating information silos.
Organisations are gathering tremendous amounts of data about their customers but often find themselves unable to learn from that data and connect the dots when it comes to customer insights.
Businesses are also engaging with more sophisticated and demanding customers, who want quality, personalisation, convenience and speed at all times. This forces businesses to invest in better and more streamlined ways to learn from customers and use the data they already have to make better decisions about how they design, build and offer products and services.
Lastly, we are moving towards a world where large organisations are trying to find new ways of working that can help them respond faster to their customers’ needs. These organisations are becoming structured around autonomous teams, that can operate independently and generate outcomes for customers in a decentralised way.
These autonomous teams want to have easy access to the data they need to make better decisions, so they look for solutions like NomNom to help get closer to customers.
Q: Can you give us insights into your features?
A: NomNom provides a wide variety of native integrations with the most popular tools and channels businesses use today: Salesforce, Zendesk, Intercom, Appstore and Playstore reviews, Trustpilot, and Delighted among many others.
These integrations help businesses bring all customer feedback into one place. Once the data is centralised, NomNom provide a set of tools and workflows powered by machine learning and NLP technologies that allow users to analyse and organise information in a way that makes sense to them, from dashboards to qualitative research projects. NomNom helps users build reports and share insights that are easy to understand by the rest of the organisation.
Q: Why is it important to centralise customer feedback?
A: Building a data-driven culture starts with openness and transparency. Centralising data is just a necessary step to get to better insights, but the power of connected data is only manifest when people are enabled to take action on those insights.
One of the benefits of investing in a centralised feedback hub is the ability to cross-reference your data in order to discover patterns that are normally hidden in information silos. Cross-referencing the right data across the business not only helps answer more questions faster, but also helps the organisation ask better questions in the first place.
Centralising data is not the goal but the means to start identifying customer problems more easily and getting better context about them.
Q: What are your plans for the future?
A: We are on a mission to help product teams around the world increase the speed in which they learn from their customers. We are powering their innovation efforts and, as part of that mission, we are starting operations in the US and continue to expand our team in Europe.