customer journey mapping and NPS in one tool
Rating: 8 out of 10
IncentivizedUse 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)
Likelihood to Recommend
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.
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.
RM
Rafał Mróz
Owner in Sales at Wykorzystajto.pl (Management Consulting, 1-10 employees)
Vetted Review
2 years of experience