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customer journey mapping and NPS in one tool
January 27, 2023

customer journey mapping and NPS in one tool

Rafał Mróz | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Other

Overall Satisfaction with Chattermill

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.
  • feedback management
  • integration (Slack, Zendesk)
  • analysis (NLP and sentiment analysis is my favourite)
  • great support
  • dashboard is overwhelming (learning curve :(()
  • import to MS Office files
  • tagging need improvements
  • hard to change categories structure (especially if your business evolve)
  • 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
Chattermill is more complex, easier to integrate between systems that we used (ticketing, livechat, reporting, CRM). Very informative reports (that will reveal what your customers really think). Custom reports creation is a benefit too - it is easier than in other systems. Automatic categorization of feedback is a helpful tool that do big part of job for you.

Do you think Chattermill delivers good value for the price?

Yes

Are you happy with Chattermill's feature set?

No

Did Chattermill live up to sales and marketing promises?

Yes

Did implementation of Chattermill go as expected?

Yes

Would you buy Chattermill again?

Yes

Think about large scale ecommerce store (with thousands customers, and hundreds of orders every week). If you want to manage a large scale customer's feedback - this tool is for you. It is too complex for small projects, but for large one it is perfect. Has some minor issues, but in general it will help you to draw a Customer Journey Map, find "hot spots" and implement solutions. Great visualization (in reports) is a huge benefit of Chattermill (and sentiment analysis of course).
Thanks to connection between customer support system (like ticketing system) it will allow you to manage support/returns/warranties feedback also. I dont know how it works for other businesses but for large scaled ecommerce it is perfect.