How Cleo Built One of Its Most Popular Features Using Chattermill

Challenge

With a rapidly growing user base in two different countries, with cultural differences in slang and speech, Cleo needed a way to understand customer feedback at a granular level and how to evolve their product at scale. They also wanted to determine factors that were driving their NPS in the UK and the US.

Identifying high-level feedback in different product areas

Cleo implemented Chattermill to help them analyse in-app customer feedback. From the start Chattermill was great for identifying high-level feedback on different areas of the product, and helped Cleo measure the success of new features.

One of their most popular features – Roast Mode – was inspired by spending time listening to the feedback from their Cleo Community group. Chattermill let them know it was a hit when “Tone of Voice” and “Levels of Engagement” came out as two of their most popular tags. Chattermill was also showing that there was strong demand for a dedicated app. As a result, Cleo built one.

Building one of Cleo’s most popular features after listening to feedback

Cleo built one of their most popular features to date as a result of feedback from their community. You just type ‘Roast Me’ to Cleo and she will give you all sorts of grief for your spending habits. They knew from looking at Chattermill that it’s their most popular feature to date – based on positive net sentiment – and it confirmed the case for building out and developing their distinctive tone of voice.

Since they began this work of understanding their customers more deeply, they’ve hit 2.5 million users, grown their team to over 300 people, and doubled their NPS in the US.