The people
What they build
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Working at ResponseTek
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On the TechVancouver stage
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About
ResponseTek started in Vancouver as a real-time website feedback tool — an idea that, as long-time executive Chris Randall told the TechVancouver stage in 2017, was a solution looking for a problem. Early customers like the Vancouver Canucks and Nike sent back fan mail and jokes rather than usable signal. What survived the pivot was the reporting engine and the ability to flag an unhappy customer and route them to someone who could act. That pushed the company into complex, high-retention industries — telecom, mortgages, investments, insurance — and into more than 30 countries, with offices in Sydney, London, Toronto, Vancouver and Chandigarh. ESW Capital acquired the company in May 2018 and appointed Kyle Ford as CEO.
Backers
Venture-backed, including GrowthWorks. Acquired by ESW Capital in May 2018; terms not disclosed.
Quick answers
What did ResponseTek do?
It collected customer feedback in real time for large enterprises, reported on it, and routed unhappy customers to staff who could resolve the issue — mostly for telecom, financial services and insurance companies.
What happened to ResponseTek?
ESW Capital acquired it in May 2018 and installed Kyle Ford as CEO. The responsetek.com domain no longer resolves.
How did ResponseTek find its niche?
By failing at the first one. Early deals with the Vancouver Canucks and Nike produced fan noise instead of actionable feedback. Listening to why led the team to industries where customers are high-value, retention is hard and the reporting has to be complex.