How Qonto Enhances Their Voice of the Customer Strategy with Speech Analytics

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.

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 prospect 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.”

“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.

Solution

In order to address their needs, Qonto became one of the first Chattermill customers to test Chattermill’s 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.

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.

“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.

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. 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.”

“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.”