To Get Customers You Need to "Get" Customers

Is customer-centricity easier said than done?

Forrester’s research shows that 80% of companies try to improve CX...but only 6% see results.

Reliance on ‘tickbox’ questions

Such surveys may give an indicative evaluation, but tend to lack depth.

Chattermill analyzes unstructured text data to help you make well-informed and proactive business decisions, based on what your customers are actually saying.

Manual unstructured feedback analysis

Even the best data has limited use if it’s left to people with no time on their hands.

Chattermill eliminates the need to manually tag feedback and can process data faster, more accurately, and even connect the dots for you in a new way.

Lack of clear ownership or metrics to improve

CX is good when the responsibility for it is shared across departments.

Chattermill puts the digested insights at the fingertips of the entire business - from your CX, Support, Insights and Research teams all the way up to the C-suite.

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Assumption

In the business of meal kits, you’d think that NPS is driven by…the quality of the meal kit. It appears that packaging is just as important, people feel strongly about its impact on the environment.

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Reality

After learning about this, HelloFresh developed a recyclable insulation pouch that was put to use in Germany. Cancellations related to packaging dropped by 33%.

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Assumption

In energy, the big issues like debt, bill increases, or supply tend to come before the little things. But, simple environmental aspects - like a customer’s not being able to hear customer support representatives clearly on calls - can inadvertently show disrespect to a customer.

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Reality

After learning about this, EON Next spoke to their call centre outsourcing partner to make sure that any background noise on calls was reduced to improve customer experience.

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Assumption

Traditional financial advice is serious. So you'd expect that humour is the last thing that customers would look for. However, with the economic turmoil of the last few years, people appreciate it when their failures are accepted with humor.

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Reality

Using Chattermill Cleo built one of their most popular features - "Roast Me" - which gives customers personalized critiques of their spending habits. They doubled their NPS in the US.

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Assumption

Online retail is defined by good delivery experiences. But, with the increasing co-dependency of delivery and retail companies, retailers can take a massive ratings hit for bad delivery experiences.

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Reality

After learning about this, HelloFresh developed a recyclable insulation pouch that was put to use in Germany. Cancellations related to packaging dropped by 33%.

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Assumption

Hospitality companies aimed at business customers might naturally expect that they should focus on amenities, breakfast, and parking rather than luxury and sustainability.

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Reality

Limehome discovered that the small things matter. So they provided reusable shampoo bottles and tested ideas for personal gifts like earbuds that customers might forget. The number of nights booked increased by 81% in less than 2 years.

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Assumption

Monica Vinader assumed that the jewelry on their website represented its true size, but many of their customers complained that the jewelry they received was smaller in reality.

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Reality

Now they have a picture of every piece that shows how it looks on a person. This provides a sense of its real-life proportions, with a “details and dimensions" section.

Relying on assumptions about your customers? Customer reality will surprise you.

To get customers
you need to "get" customers

‘User’, ‘target’, ‘persona’, ‘ticket number’...every department talks about customers, but in ways that are anything but human. We help you see their reality and find actionable insights that lead to growth.

See yourself through the eyes of your customers

Customer-centricity starts and ends with customer feedback.

We help you consolidate and analyze all your customers surveys, support tickets and reviews, so you can see how your customer see you and understand what is most important to them.

Treat your customers how they want to be treated

Different customer segments value different parts of your offering.

We help you understand who your best customers are and what they want, so you can focus on improving the things that matter to them and build the products your customers value.

Show the value of great customer experience

Great customer experience is often seen as a nice-to-have and not a must-have.

We help you clearly prove the value of great CX and show how improving NPS, CSAT or CES, leads to an increase in your revenues, profitability, renewal rates and repeat purchase rates.

See your customers up-close. Find out what they actually need from you.

Chattermill helps you find simple improvements that you can realistically implement tomorrow. Our unique approach to customer feedback analytics is what makes us say it with confidence.

Best of breed AI

Our platform integrates Aspect Based Sentiment Analysis with supervised and self-supervised learning - for unrivalled accuracy.

Accurate holistic feedback

We can decode what the customer means, however complex. You see the positives, as much as the negatives.

Scalable actionable insight

Get specific understanding on what actions are needed, regardless of the volume and type of feedback you analyze.

"Chattermill enables us to go to our leadership team and say, "We want to prioritize this feature next, because we have the data to show that it's a significant pain point for customers.” This makes it incredibly valuable to get our sponsors and leadership team aligned with our priorities."

Mo Nuur

Product Lead for CX & Digital

“To enable us to really achieve our ambitions across the organization - top-down, bottom-up - of being really customer-centric, we wanted to tap into some of the key programs from Experience-Led Growth.”

Abdul Khaled

Head of Digital, Customer Experience & Digital Products

"As soon as we started using Chattermill, we gained a better understanding of customer opinions about our products. Quite quickly, we were able to make changes that paid for our investment in Chattermill. It's difficult to say how many times it has been paid back over the years, but given the growth of HelloFresh since 2015, it's safe to say that it has been many times over."

Stefan Platteau

Associate Director of Global Product Strategy and Analytics

"If somebody was on the fence about using Chattermill, I would ask if they truly care about what their customers are saying. If you genuinely want to change your customers' journeys and lives, you need a platform to give you great insights. When it comes to cost, the number of people required to do that project manually would far exceed the cost of the product."

James McGee

Director of Customer Experience

“Chattermill gives us a holistic view of the customer journey, assessing every touchpoint. Many of these touchpoints are crucial for our operational teams, historically less exposed to customer data. This has changed for the better with Chattermill helping us drive this transformation. It provides our teams with the insights needed to prioritize the customer in their decision-making process.”

Stefan Platteau

Head of Customer Strategy & Analytics

"We really liked the user experience Chattermill offers, with various analysis options and dashboards that are easy to use, even without specific IT skills. We extended the contract for another two years because we're very happy with how all our colleagues use the platform - it's simple and highly intuitive."

Melina Colling

Team Lead, Strategic Projects & CX

"Chattermill does what no human could - reading thousands of reviews in real-time, categorizing them, assigning sentiment and themes, and making it possible to digest, prioritize, and draw insights from the data. It helps us transfer customer wishes, pain points, and needs into every department at Limehome."

Julia Zuber

Customer Insights Lead

"Chattermill helped us validate our assumptions. We had a specific vision for our product but didn't know if it delivered value for our users. Chattermill not only helped us assess that but also helped us shape our strategy. Each step of our strategy became better informed, allowing us to make more effective decisions moving forward."

Gastón Véjar

Group Product Manager

"Our initial concerns about using Chattermill were whether it would work with the German language and our specific topics, like off-price e-commerce and outlet centers. However, Chattermill was specifically trained on our data, so it works very well. Plus, it’s easy to set up different dashboards and reports without specific IT knowledge."

Marissa Kollmar

Customer Experience Manager

"As a User Researcher analyzing a lot of qualitative data, Chattermill is definitely a great place to start assessing opportunities and deciding where to invest my time and effort. It's the first place I go to for uncovering evidence showing what our customers need."

Donia Marszalek

Senior User Researcher