Moo
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Moo + Chattermill

“Chattermill has played a pivotal role in swifly spotting operational issues to enhance our physical product and online experience.”

Moo achieved

200% NPS increase for a specifc product

200% NPS increase for a specifc product

Unified CX insights shared with over 25% of the company daily

Unified CX insights shared with over 25% of the company daily

20pt increase in NPS for specific region

20pt increase in NPS for specific region

Overview

From design to production to shipping, MOO promises to “move heaven and earth so you’re happy with your order.” Happy customers are repeat customers, so fostering loyalty and understanding what makes customers return is key to MOO’s success.

How do you use text analytics to improve customer loyalty?

Blending quantity with quality of insight

MOO had been getting strong NPS and customer feedback, but wanted to improve the quantity and quality of insight they were capturing in order to improve the speed they responded to and recovered detractors.

Chattermill were ready to wow MOO with their powerful text analytics and simple but effective reporting tools. So, in order to enrich existing analysis, Chattermill designed and deployed bespoke theme structures built to interpret theme and sentiment insights across customer feedback from multiple data sources.

Effortless measurement of customer sentiment

Chattermill identified and validated the challenges to improve the customer experience at MOO and set to work on enabling each piece of customer feedback to be analysed in near real time. To make this scalable, Chattermill's tools helped MOO disseminate customer insights across the wider organisation through powerful and easy to use reporting that allowed the right person to receive customer feedback at the right time to take action on.

Unifying MOO's customer experience analytics boosted their NPS for a specific product by over 200% through the actionable insights discover in Chattermill's analytics. Specifically, it helped increase their NPS for North America by over 20pts after identifying an opportunity to amplify their customers checkout experience.

Each team at MOO is empowered to create their own reports and effortlessly track customer sentiment in the areas they are responsible for. This enables both leaders and frontline employees to quickly spot and address any operational issue or wider market shift.

Moo offers a premium designed great experience

Dan Moross

Director of Customer Experience

"One of our goals at MOO is to build a truly customer-centric organisation. Chattermill has been a great tool in our customer voice arsenal, helping us to empower people in Product, Technology and eCommerce.

It has helped us to identify and understand not only pain points in the customer experience, but also which ‘Wow’ moments we should work to amplify."

From design to production to shipping, MOO promises to “move heaven and earth so you’re happy with your order.” Happy customers are repeat customers, so fostering loyalty and understanding what makes customers return is key to MOO’s success.

moo.com>

Industry

eCommerce

Region

Europe & North America

Company Size

Medium

Business Type

B2C

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