Chattermill

Score9 out of 10

6 Reviews and Ratings

What is Chattermill?

The Chattermill Unified Customer Intelligence Platform helps businesses understand their customer reality. Using Chattermill, companies can unify their customer feedback data across reviews, support tickets, conversations, and social media to uncover what customers want, need, and expect from their products and services.

Chattermill unifies customer feedback, customer support, and product feedback, and uses deep learning artificial intelligence (AI) to analyse customer data at scale and provide actionable insights.

Chattermill boasts users among brands like Amazon, Uber, Virgin Mobile, Zendesk, Tesco, JustEat, and H&M, to transform their customer experiences and drive growth for their businesses.

Chattermill connects all the dots in the customer journey to deliver insights for CX, Support, and Product leaders.

Chattermill differentiators:

Unifies customer data across 50+ integrations.
Chattermill’s AI model was built specifically for CX.
The platform delivers actionable insights to support informed decisions.
The service includes customer support and industry expertise when needed.

Categories & Use Cases

Media

Screenshot of Zendesk support tickets, customer surveys, and Google Play reviews all contain valuable feedback, product improvement ideas, and customer requests. They can be consolidated in one place using Chattermill.

Screenshot of A dashboard can be created in Chattermill that includes important metrics, charts, and tables for different areas of your business – CX, support, product, retail stores, – providing a shared workspace to fuel collaboration.

Screenshot of Zendesk, App Store, or Typeform can be connected to Chattermill, so CX, support, and product teams can have a unified view of the voice of the customer. The platform integrates with over 50+ different sources of customer feedback – think online reviews, support tickets, customer surveys, and chat messages.

Screenshot of It takes seconds to create a team dashboard that includes important metrics, charts, and tables. These can be added to a custom dashboards with a few clicks.

Screenshot of Customer insights with dedicated CX metrics and various segmentation options help understand the hidden patterns and get to the root of problems and opportunities.

1 / 5

Screenshot of Zendesk support tickets, customer surveys, and Google Play reviews all contain valuable feedback, product improvement ideas, and customer requests. They can be consolidated in one place using Chattermill.

#1 most frequent

Retail Trade

28.6%

2 installations of 7

#2 most frequent

Professional, Scientific, and Technical Services

14.3%

1 installation of 7

#3 most frequent

Information

14.3%

1 installation of 7

Rafał Mróz View profile

Owner in Sales at Wykorzystajto.pl (1-10 employees employees)

Use Cases and Deployment Scope

It helps us to develop and analyze customer journey map in our ecommerce (especially with feedback: it grouped and searched hundreds of comments). Thanks to that it helped us to improve retention and converstion rates and improve logistics and returns. Previously we used few other systems combined, but Chattermill is more complex and is all in one tool.

Pros

feedback management
integration (Slack, Zendesk)
analysis (NLP and sentiment analysis is my favourite)
great support

Cons

dashboard is overwhelming (learning curve :(()
import to MS Office files
tagging need improvements
hard to change categories structure (especially if your business evolve)

Return on Investment

lower TCO than using few other (but integrated) tools
quick information access (i.e. instant feedback during and after marketing campaign)
visualization is great
learning curve is steep

Alternatives Considered

Hotjar, HubSpot Service Hub and Plerdy

Other Software Used

Plerdy, WordPress, Squirrly SEO, Albacross

Alex Murr

Account Management Team Lead in Customer Service at Vuelio (51-200 employees employees)

Use Cases and Deployment Scope

It helps us understand the themes and topics that impact our customer satisfaction, both negatively and positively. This helps us make actual changes to our products and processes to improve our customer experience and truly know what our voice of customer is.

Pros

Text Analysis
Sentiment Analysis
Feedback Analysis

Cons

User Management

Return on Investment

Improved our NPS

Verified User

Strategist in Marketing (201-500 employees employees)

Use Cases and Deployment Scope

How quickly we were able to understand the key themes that were causing our customers to have negative experiences. We are now able to see things that are causing friction, in otherwise positive feedback from customers.

Pros

collect customer feedback
automate feedback reports
pulling insights on customer data

Cons

Reports do not automatically save when navigating to different pages

Most Important Features

customer feedback automation
feedback reports
Churn analysis

Return on Investment

Helping reduce churn
easily 10x return on investment in happy customers
product ideas and updates that otherwise would not have been surfaced

Alternatives Considered

Birdeye and Thematic

Verified User

Strategist in Marketing (51-200 employees employees)

Use Cases and Deployment Scope

Chattermill saves us so much time and money - it analyses our feedback and helps us find out what our customers are saying and quickly find out what the biggest issues impacting satisfaction and renewal are.

Pros

Feedback analysis
Theme analysis
Open text analysis

Cons

User permissions

Return on Investment

Great ROI
Easy to find insights that impact bottom line
Improved renewals

Usability

Verified User

Manager in Customer Service (201-500 employees employees)

Use Cases and Deployment Scope

Chattermill analyses feedback written by our customers and tells us the most important topics that drive customer satisfaction. This has helped us reduce churn and identify which customers are likely to churn in the future. It has also allowed us to make feature suggestions to our product team, which is a nice bonus.

Pros

Customer Feedback Analysis
Reporting and Visualisation
Theme Analysis

Cons

More report types

Most Important Features

Customer Feedback Analytics
Theme Analysis
Reporting

Return on Investment

Chattermill has transformed the way we look at customer satisfaction
Chattermill has helped us reduce churn

Other Software Used

Zendesk Support Suite, Intercom

Usability

Medallia

Delighted by Qualtrics

Thematic

Lang.ai

SentiSum

Chattermill

What is Chattermill?

Categories & Use Cases

Media

Most Frequent Users

Retail Trade

Professional, Scientific, and Technical Services

Information

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Usability

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Other Software Used

Usability

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