Goodiebox + Chattermill
“We are member-centric in everything we do. Being able to understand every support conversation we have with our members in detail has been a superpower, and helps us keep our promises to them.”
300 hours of manual tagging saved per month
200,000+ members across 9 countries
Over 20,000 member support conversations per month
Goodiebox is an e-commerce superstar that curates and sends a surprise beauty box (5-7 products) every month to its members.
By leveraging Chattermill’s solutions, Goodiebox is now able to quickly uncover the root cause behind their spikes in volume, by automatically analysing the topics of incoming support conversations and being able to help members by delivering these insights to the corresponding teams instantaneously.
Leveraging support conversations to unpack happiness for over 200,000 members with the Chattermill Support Analytics
Navigating excess data
With an unprecedented surge in demand over 2020, Goodiebox began to encounter some of the challenges of scaling text data analytics.
Every month, Goodiebox receives a high volume of support tickets and feedback data, in multiple different languages. On top of this, due to the nature of their business-model, most of this volume is received in a tight 1-2 day window. It meant that manually tagging all of these support conversations became too time-intensive and impossible to scale.
Automating insight generation
Before Chattermill, Goodiebox Team Happiness agents had to tag support conversations manually one by one, on top of making sure they also categorised all other relevant information like member satisfaction, action taken, region, reason for getting in touch, and more.
Automated tagging helped Goodiebox quickly identify the root cause behind product issues - like a broken eyeshadow inside one of their monthly boxes - and know exactly how many members were affected by it.
Turning support conversations into value
Using Chattermill, Goodiebox was able to model clusters from their members’ support conversations, creating a bespoke Theme Structure to quickly identify the precise Contact Reason for the messages. On top of that, customisable dashboards allowed every team within Goodiebox to be in line with Goodiebox’s mission for increasing Member Happiness and to not waste time on small operational issues, while at the same time having full insight into ongoing operations.
By leveraging Chattermill’s Support Analytics and instant anomaly detection alerts, Goodiebox was able to quickly uncover key signals from their Team Happiness and support data to prioritise the issues that truly matter to their members.
Get AI-powered insights from every customer support conversation
Director of Business Intelligence
"Before Chattermill, we could be too “fire fighty” with problems. People would jump on issues that were not that big when put into perspective. Now, we’re less reactive and know exactly what problems demand the right attention and who is best equipped to solve them quickly."
Goodiebox is a consumer pioneer with over 200,000 members as customers worldwide. The company is headquarted in Copenhagen, Denmark, and operates in 9 countries, with 8 different languages.
Europe & North America