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Chattermill

Score9 out of 10

6 Reviews and Ratings

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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

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.
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.
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.
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.
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

Reviews

What users are saying about Chattermill.
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customer journey mapping and NPS in one tool

Incentivized
Rafał MrózView 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

Very user friendly software that helps us understand our customers and see trends in feedback

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

A better way to analyse customer feedback and reduce churn

Incentivized
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

One of the best customer feedback/text analysis tools out there

Incentivized
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

Unrivaled customer insights into what our customers care about - none of the vanity metrics

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

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