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Goodiebox + Chattermill

“We are member-centric in everything we do. Being able to understand every conversation we have with our members in detail has been a superpower, and helps us keep our promises to them.”

Goodiebox achieved

300 hours of manual tagging saved per month

300 hours of manual tagging saved per month

200,000+ members across 9 countries

200,000+ members across 9 countries

Over 20,000 member conversations per month

Over 20,000 member conversations per month

Overview

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 conversations and being able to help members by delivering these insights to the corresponding teams instantaneously.

Goodiebox

Leveraging member conversations to unpack happiness for over 200,000 members with the Chattermill Conversations 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 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 conversations became too time-intensive and impossible to scale.

Automating insight generation

Before Chattermill, Goodiebox Team Happiness agents had to tag conversations manually one by one, on top of making sure they also categorized 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 conversations into value

Using Chattermill, Goodiebox was able to model clusters from their members’ 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 Conversation Analytics and instant anomaly detection alerts, Goodiebox was able to quickly uncover key signals from their Team Happiness and feedback data to prioritise the issues that truly matter to their members.

Get AI-powered insights from every member conversation

Lisa-Maria Bruns

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

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. A clear example of high-growth, Goodiebox trippled their headcount in the last 2 years to 130 employees, and generates over €60m in ARR.

https://www.goodiebox.nl/>

Industry

eCommerce

Region

Europe & North America

Company Size

Medium

Business Type

B2C

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