18 years helping Irish businesses
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Chattermill
What Is Chattermill?
Chattermill unifies customer feedback, customer support, and product feedback into a single platform and uses deep learning artificial intelligence (AI) to analyse customer data at scale and provide actionable insights.
The world’s leading brands like Amazon, Uber, Virgin Mobile, Zendesk, Tesco, JustEat, and H&M use Chattermill to transform their customer experiences and drive growth for their businesses.
Who Uses Chattermill?
Fast growing companies in retail, fintech, travel, and more, that want to redefine their customer experience with detailed feedback analytics.
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Reviews of Chattermill
Easy to use understand insights, accurately tagging and analytics
Comments: Great feedback analytics tool which has helped us understand the voice of our customers and quickly and accurately identify the pain points that our customers care about.
Pros:
Excellent sentiment analytics, very good at identifying both positive and negative sentiment. It's the most accurate tool we've used.
Cons:
Some of the colours on the charts could be improved.
Relevant, granular insights on what our customer like and don't like
Comments: Chattermill provides us with great insights on what our customers want. The platform is easy to use and it's very quick to get to insights without having any data analytics background.
Pros:
Easy to use UI and the granularity of the insights make it super easy to understand the main themes mentioned by our customers
Cons:
Some of the reports look a bit dated and it would be nice to have the ability to change colours on charts.
great idea, not working for me
Comments: verbatim feedback being categorized and highlighted.
Pros:
trending user feedback helping us to understand what travellers want
Cons:
For me difficult to use, difficult to make alternations to service, ability to remove ex-employees as users has now been removed. when bringing this up to chattermill no solution has been offered
Great product
Comments: Great experience with the team. Happy that they are ready to listen about product improvements and actually develop most of them. Good customer support mostly.
Pros:
Open to hear about developing new features, Ability to setup easy integration with 3rd parties (like ticketing platform), Accurate category tagging which really helps understanding customers pain points, translating all languages to English is done well
Cons:
Sometimes found that the reporting was inaccurate, or didn't save the default view. Customer success at first was great, but then lacked.
Use of it in a startup
Comments: Customer support team and our contact inside the company, Theresa, have a huge willingness to help us in any doubts.
Pros:
The integration with the other features that we use works very well! The possibility to connect with Slack is one of the most usefull features for us, it is used daily by the teams to see critical cases and solve it quickly.
Cons:
We have some difficulties to chage the structure of the themes/categories: we are a startup growing very fast so things change very very quickly around here and it is important to us have the same agility to change these structures to better understand you customers. Problems change, perceptions change and the theme structure dosn't follow this trend.
