Challenge

Sara Huier has been with Qonto for the past 2.5 years, playing a key role in driving the company's customer experience efforts. As a Voice of the Customer Expert, she's driving a transformation in how Qonto uses customer feedback.

"We don’t just listen to customers to support them - we actually use their insights to shape our growth strategy. And it’s been an exciting journey," says Sara.

"When our founders, Alex and Steve, started Qonto back in 2016, they had a vision of making business finance simple, fast, and intuitive. Fast forward to today, and we’re serving over half a million customers across Europe in four countries: France, Italy, Spain, and Germany," she adds.

As a long-time Chattermill customer, Qonto has utilized multiple feedback sources to gain valuable customer insights that inform their CX and product strategies. Recently, however, Sara and her team aimed to further expand their voice of the customer program by incorporating prospects calls for a more complete view of the customer experience.

"Before working with Chattermill, our approach to voice data was fragmented. We were using a mix of systems - some in-house tools and some third-party software - to analyze customer interactions across different channels. We faced inconsistent data categorization, spent hours on manual analysis, and struggled to identify trends across the various feedback channels, let alone in real-time. We knew we had valuable data, but figuring out how to extract it efficiently was a real challenge," says Sara. 

"Recognizing these limitations, we set clear objectives for our voice strategy. We wanted to consolidate all customer feedback into a single comprehensive view, automate the analysis of large volumes of speech, and do this in real-time," she adds. 

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Solution 

In order to address their needs, Qonto has recently became one of the first Chattermill customers to test Chattermill’s latest product - Speech Analytics - which enables them to integrate their prospect calls into their Chattermill account for in-depth analysis. 

“For the past three months, I’ve been overseeing the testing of Chattermill's Speech Analytics and it’s been an intensive process of testing, providing feedback, and assessing the potential impact on each department,” says Sara. 

“We started by integrating speech data, experimenting with transcription, creating dashboards, and testing real-time analytics. We’re still in the early stages, but the initial findings and the process itself have been really interesting,” she adds. 

With speech-to-text technology, Qonto’s audio files are converted into transcripts and then thoroughly analyzed by advanced AI. This allows the team to identify specific themes in prospect calls, understand customer sentiment, and gain insightful summaries, just as they do with other data sources.

Watch as Sara showcases how she's leveraging Chattermill’s Speech Analytics to uncover valuable insights in a live demo.

Disclaimer: For privacy and security reasons, we could not use real Qonto customer data during this live demo. The environment shown here is a mock setup created with sample data for demonstration purposes only.

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Qonto recognizes that to fully understand its customers' journeys, the company must monitor the customer experience across all channels, with voice data being just one aspect of customer interactions with the business.

“Speech Analytics will be a key component of a larger project, which aims to unify various customer insights sources within Chattermill. This is the first time we are implementing this unified approach, allowing us to accurately identify the most frequently mentioned missing features and desired improvements within a broader context,” says Sara.

“By integrating insights from various touchpoints - such as customer support tickets, surveys, and review platforms - we'll be able to develop a comprehensive view. I’m confident that combining the voices of current customers with those of prospects will provide us with a 360-degree perspective, which is crucial for reinforcing our leadership in customer satisfaction within the fintech space,” she adds. 

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Results

The team at Qonto has started to see some brand-new insights after several weeks of testing Chattermill’s Speech Analytics.

“While it’s still too early to draw firm conclusions, we’ve already uncovered some interesting insights. For example, we noticed a trend of customers expressing interest in more advanced billing features, which led to discussions and improvements in our product,” says Sara.

“Chattermill's Speech Analytics also helped us identify areas for improving customer experience. For instance, we found an opportunity to streamline a specific step in our onboarding process, which allowed us to enhance the service and create a more positive journey from the beginning. These initial insights are just the starting point, but as we refine our approach and expand the dataset, we expect to uncover even more valuable insights.”

“Overall, the work with voice data has been very positive so far and aligns perfectly with our commitment to better serve our customers. For us, it’s about setting new standards in customer-centric banking, and I believe we’re making significant progress in that direction with this tool.” 

The team believes that analyzing the voice of the customer throughout the entire customer journey enhances its overall customer experience and strengthens its competitive advantage.

"Our true differentiator is our customer obsession, which has led to exceptional customer satisfaction. We’re proud to maintain over 70 NPS points, high CSAT scores in customer support, and industry-leading ratings on review platforms."

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What’s Next

Sara highlights the pivotal role that voice data will play in shaping Qonto's strategy over the next 6 to 12 months, focusing on enhancing customer understanding, improving onboarding, and enriching the product roadmap.

“In the next 6 to 12 months, I believe Speech Analytics will play a key role in a few specific areas. First, it will help us better understand the needs of potential customers by analyzing voice data from initial inquiries and consultations. This will provide valuable insights into what prospects are looking for in a business finance solution, allowing us to refine both our product offerings and marketing strategies to meet those needs from the outset,” Sara says.

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“Secondly, we’ll use it to improve the onboarding journey. By analyzing interactions in the early stages, we can identify pain points and areas of confusion for new users, helping to create a smoother transition for customers as they start using the platform. And finally, most importantly, Speech Analytics will contribute significantly to enriching our product roadmap,” she adds.

Discover how Chattermill can help you create a unified view of your customer experience and drive business growth – book a demo today.