How Cleo Built One of Its Most Popular Features Using Chattermill

Total users surpassed

2.5m

No of employees after team size doubled

>50

Scaled Operations to the US and UK

About Cleo

Cleo is like your bank if they actually cared. With her distinct tone of voice, Cleo helps people understand their spending habits and manage their money. In September 2018, they had fewer than 20 people in the team and a user base of around 560,000. They had an alpha version of the product in the US but the majority of their customers were in the UK. Cleo lived in Facebook Messenger – there was no mobile app.

“Chattermill allows us to solve customer problems faster. It puts customer feedback at the heart of what we do. Allowing us to analyse, synthesise and act on hundreds of thousands of pieces of individual feedback.”

Barney Hussey-Yeo

CEO

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.

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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 our customers more deeply, they’ve hit 2.5 million users, grown their team to over 300 people, and doubled their NPS in the US.

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