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Chattermill

Chattermill

United Kingdom Local product

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.

Chattermill Software - Chattermill’s Unified Customer Intelligence platform unifies and analyses your customer feedback, support, and conversation data and makes powerful analysis accessible to anyone.
Chattermill Software - Get deep customer insights with dedicated CX metrics and various segmentation options. Understand the hidden patterns and get to the root of your problems and opportunities. It’s fast and simple for anyone.
Chattermill Software - With Chattermill Workflows, you’ll get notified when important events happen – think security incidents, payment issues, or shipment slowed – so you can keep your fingers on the pulse.
Chattermill Software - Creating a user-friendly dashboard for you and your team now takes seconds. Take your most important metrics, charts, and tables, and add them to your custom dashboard with a few clicks. You can build Dashboards for different areas of your business – CX,
Chattermill Software - Connect Zendesk, App Store, or Typeform to Chattermill, so CX, support, and product teams can have a unified view of the voice of the customer. Our platform integrates with over 50+ different sources of customer feedback – think online reviews, support ti

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Reviews of Chattermill

Average score

Overall
4.5
Ease of Use
4.3
Customer Service
4.5
Features
4.4
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
61%
4
30%
3
4%
2
4%
Mel
VP CX in Denmark
Cosmetics, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Game Changer

5.0 3 years ago

Comments: Superb. The onboarding and ongoing support from our CSM is AMAZING

Pros:

For us, Chattermill has been a game changer. By integrating it with our ticketing system we can quickly identify issues and resolve them before they blow up. In an instance we can see the sentiment and concerns of our customers

Cons:

Maybe some better reporting and analytics, it would be good to be able to run some reports covering MAT time frames

Shaina
Product manager in Israel
Consumer Goods, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Great product

4.0 3 years ago

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.

Emma
User Satisfaction Executive in UK
Airlines/Aviation, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

great idea, not working for me

2.0 3 years ago

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

Lorena
PL analyst in Brazil
Real Estate, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Use of it in a startup

4.0 3 years ago

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.

Victoria
Analyst in UK
Retail, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Chattermill - Valuable for NPS Analysis

5.0 3 years ago

Pros:

I've used Chattermill for some time to dive into NPS performance - and it has been key to quickly pick up on themes in responses, visualise changes over time and dig further into results. It's been easy for new team members (across the business) to adopt - with a very user friendly interface. The Chattermill team have been very helpful & responsive along the way.

Cons:

I would love a word cloud visualisation - of key phrases. And perhaps a clearer way of being alerted on new / trending phases (this can be seen in the export of Phrases to some degree)