How Qonto Saved 80+ Hours of Manual Work by Leveraging the Value of Customer Intelligence

Customer insights that reach all corners of the business 

At Qonto, it didn’t take long for members across the product team and right up to the C-suite to see the value of Chattermill’s Customer Feedback Analytics platform. Staff began saving time in their day-to-day work almost immediately, and it was easy to proactively share customer intelligence with all employees throughout the business. 

The biggest impact Chattermill has is in reducing the time where customer insight goes untouched – allowing all employees to be closer to the field and optimizing the touch time.

This has come from more of that process being automated – meaning less time is wasted. “Chattermill’s user interface helps us to personalise the platform – it is simple to use, and the model behind it is completely adapted to our business needs.” 

Qonto also found the partnership with Chattermill to be a friendly, supportive, and responsive relationship. 

“From initial onboarding to when the first initiatives began, the team at Chattermill has been a great partner, helping us implement the platform across the board,” Mathieu adds. “Everyone has access to our customer research,” says Mathieu. “Each team considers the voice of the customer in their decision-making. It is in their DNA to be customer-focused.” 

The future for Qonto and Chattermill? More customer obsession 

Since partnering with Chattermill, Qonto has been able to launch a weekly customer insights newsletter using Chattermill’s intelligence. They have also set up a process to bring all Qonto detractors into a notion database, so they can close the feedback loop with them as quickly as possible. The size of Chattermill’s data lake has also been fundamental to these improvements. 

Qonto has been able to incorporate, at scale, customer insights into a value analysis during the product development phase of their activities. 

Qonto has drastically cut the 80+ hours of manual verbatim reports, and has also saved time on data visualizations.

“Without Chattermill, non-automated work would have only grown – having a huge impact on costs and proving a big barrier to Qonto’s business’ focus on customer obsession.” says Mathieu.