#1 most frequent
United States of America
42.9%6 installations of 14
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.
Categories & Use Cases
Media
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.
Who Buys & Uses Chattermill
#2 most frequent
Canada
7.1%1 installation of 14
#3 most frequent
France
7.1%1 installation of 14
customer journey mapping and NPS in one tool
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
Very user friendly software that helps us understand our customers and see trends in feedback
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
A better way to analyse customer feedback and reduce churn
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
One of the best customer feedback/text analysis tools out there
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
Unrivaled customer insights into what our customers care about - none of the vanity metrics
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
