Chattermill

Easy to use understand insights, accurately tagging and analytics

Comments: Great feedback analytics tool which has helped us understand the voice of our customers and quickly and accurately identify the pain points that our customers care about.

Pros:

Excellent sentiment analytics, very good at identifying both positive and negative sentiment. It's the most accurate tool we've used.

Cons:

Some of the colours on the charts could be improved.

Relevant, granular insights on what our customer like and don't like

Comments: Chattermill provides us with great insights on what our customers want. The platform is easy to use and it's very quick to get to insights without having any data analytics background.

Pros:

Easy to use UI and the granularity of the insights make it super easy to understand the main themes mentioned by our customers

Cons:

Some of the reports look a bit dated and it would be nice to have the ability to change colours on charts.

great idea, not working for me

Comments: verbatim feedback being categorized and highlighted.

Pros:

trending user feedback helping us to understand what travellers want

Cons:

For me difficult to use, difficult to make alternations to service, ability to remove ex-employees as users has now been removed. when bringing this up to chattermill no solution has been offered

Great product

Comments: Great experience with the team. Happy that they are ready to listen about product improvements and actually develop most of them. Good customer support mostly.

Pros:

Open to hear about developing new features, Ability to setup easy integration with 3rd parties (like ticketing platform), Accurate category tagging which really helps understanding customers pain points, translating all languages to English is done well

Cons:

Sometimes found that the reporting was inaccurate, or didn't save the default view. Customer success at first was great, but then lacked.

Chattermill is the benchmark for customer feedback analytics

Comments: Chattermill enables us to quickly and accurately identify trends in our customer feedback, which we wouldn’t have been able to do at scale ourselves. We are now able to understand what drives friction in our interactions with customers and take steps quicker than before. This has allowed us to prevent at-risk customers from churning and improved our customer experience dramatically.

Pros:

Chattermill has greatly improved our customer feedback process. Its user-friendly interface makes it easy for our team to quickly and efficiently analyze customer feedback and extract insights. The speed at which we are able to make changes to our processes and understand what’s important to our customer has made a massive difference to us as a company. The support team at Chattermill is always available to help with any questions or issues we may have.

Cons:

Can’t think of anything I dislike at the moment.

Use of it in a startup

Comments: Customer support team and our contact inside the company, Theresa, have a huge willingness to help us in any doubts.

Pros:

The integration with the other features that we use works very well! The possibility to connect with Slack is one of the most usefull features for us, it is used daily by the teams to see critical cases and solve it quickly.

Cons:

We have some difficulties to chage the structure of the themes/categories: we are a startup growing very fast so things change very very quickly around here and it is important to us have the same agility to change these structures to better understand you customers. Problems change, perceptions change and the theme structure dosn't follow this trend.

Brilliant idea of the AI incorporated to your customers sentiment tracking

Comments: It allows me to aggregate feedback on my product from multiple platforms and reach many more sources of reviews and opinions. Notwithstanding the preceding, it provides me with a very concise conclusions and sheds a lot of light on the real feelings of my customers.

Pros:

I love the variety of topics/sentiments/opinions it can extract from any single comment and how accurate these findings are. Thanks to its incredible AI engine/model, I same a lot of time.

Cons:

There are no weaknesses. Whenever I need help or clarification, I contact their Customer Support and get it quickly.

Unrivaled customer insights into what our customers care about - none of the vanity metrics

Comments: Chattermill analyses feedback written by our customers and tells us the most important topics that drive customer satisfaction. This has helped us reduce churn and identify which customers are likely to churn in the future. It has also allowed us to make feature suggestions to our product team, which is a nice bonus.

Pros:

Chattermill allows us to analyse customer feedback at scale and truly understand what our customers care about. I like how intuitive the system is and how it automatically highlights anomalies and trends ahead of time

Cons:

Nothing really - it fits our need perfectly - analysing customer feedback quickly to gain insights.

Its a good software

Pros:

the sentimental analisys are really good and insightful

Cons:

dashboards and filters are difficult to use then

Highly recommend - a must when you collect many users feedbacks

Pros:

Clear interface, there is barely any work to do once it's set up to analyse your customer's feedbacks. Powerful sentiment analysis and category matching system.

Cons:

I don't really have anything in mind, every time we had a feature idea and mentioned to them, it was already on their roadmap and had the chance to test some of those in beta version.

Super user friendly platform that helps us understand our customers

Comments: It helps us understand the themes and topics that impact our customer satisfaction, both negatively and positively. This helps us make actual changes to our products and processes to improve our customer experience and truly know what our voice of customer is.

Pros:

Chattermill is very user friendly which makes it super easy to digest information and get actual actionable insights that impact our results, the performance of our business and the experiences of our customers. The support team is also top notch, especially on livechat.

Cons:

There isn’t much I dislike. There was a bit of manual work needed from our team to setup the themes and train the model, but I guess that is necessary to get better results.

Game Changer

Comments: Superb. The onboarding and ongoing support from our CSM is AMAZING

Pros:

For us, Chattermill has been a game changer. By integrating it with our ticketing system we can quickly identify issues and resolve them before they blow up. In an instance we can see the sentiment and concerns of our customers

Cons:

Maybe some better reporting and analytics, it would be good to be able to run some reports covering MAT time frames

One of the best customer feedback/text analysis tools out there

Comments: Digging deeper into what impacts our NPS scores and satisfaction scores. It helps us understand how changes to certain products impact our bottom line and saves us hundreds of hours of time analysing feedback - something we would usually do manually.

Pros:

Chattermill saves us so much time and money - it enables us to dig into what our customers are saying and quickly find out what the biggest issues impacting our NPS and satisfaction scores are.

Cons:

Not much at the moment, potentially can look into adding different data sources to analyse.

Top of the line customer feedback and product feedback analytics

Comments: Chattermill helps us analyse our customer feedback data (NPS, etc) and product feedback data. It tells us what some of the biggest factors are for negative reviews and alerts us when there are anomalies (spikes) of negative feedback.

Pros:

User friendly and easy to see the information I need. Very quick to get insights and process our data

Cons:

Nothing I can think of right now, it's good for what we need to do.

The best feedback analysis software I've used

Comments: Great tool for feedback analysis and to help us understand what our customers think about us.

Pros:

Very easy to understand what makes our customers tick and what is important for them. The open-text analysis is a game changer when it comes to sentiment.

Cons:

Setting up takes a bit of time and effort.

Thanks a mil you're there Chattermill... but also keep improving

Comments: Thanks to Chattermill analysing CSAT and NPS is so much easier, we would overall recommend it

Pros:

So great we can have analysis of customer sentiment from different sources thanks to Chattermill, makes my job of analysing customer CSAT so much easier. Dashboards help with that a lot. They also have excellent support

Cons:

There are some tiny rough edges to the product which they improve all the time. We integrated with Stella Connect and it wasn't super easy to get the data right from the start. It's definitely more useful as a sentiment gauge than a data tool

Great software for NLP of qualitative feedback

Pros:

Sentiment analysis with easy to use no-code analytics.

Cons:

Hard to configure before you can actually start using it

Easy to use tool to get insights from our feedback and support data

Comments: Great customer success team, implementation was very smooth and we get insights quickly

Pros:

Easy to use, easy to get insights, powerful analytics

Cons:

Exports a bit fiddly, user management can do with some work

Great if you can afford the more cohesive packages

Pros:

Chattermill makes it really easy to access all of your feedback in one place. It is great being able to search your feedback using filters and key words, it makes it a lot easier to find relevant feedback when asked for it by our team.

Cons:

One of the biggest parts of the service is text analytics based on themes which are applied with sentiment analysis. Unless you can afford one of their higher memberships where these themes are entirely bespoke, these are for the most part unusable. The customer service is also very mixed. The team on the chat support feature are great, very responsive and accommodating. The account management is really poor, there is often days or weeks between responses to queries and when they do respond, they are often lacking answers or going back on what they previously promised to deliver and are asking for more money.

Great tool to analyse our user feedback and open-text client feedback

Comments: Super fast and automated way to get insights from our customer data and analyse open text responses to surveys. Enables us to make changes fast and address issues very quickly.

Pros:

How quickly we can get insights, export them and present to senior leadership to take action.

Cons:

Different types of data need different models setup

Chattermill - Valuable for NPS Analysis

Pros:

I've used Chattermill for some time to dive into NPS performance - and it has been key to quickly pick up on themes in responses, visualise changes over time and dig further into results. It's been easy for new team members (across the business) to adopt - with a very user friendly interface. The Chattermill team have been very helpful & responsive along the way.

Cons:

I would love a word cloud visualisation - of key phrases. And perhaps a clearer way of being alerted on new / trending phases (this can be seen in the export of Phrases to some degree)

Easily analyse the open text feedback we receive to give us insights

Comments: Chattermill has helped us get a full view of what our prospects care about and uncover trends and patterns we would not have been able to find without the AI and machine learning analysis.

Pros:

We use Chattermill to analyse open-text feedback from customer satisfaction surveys and understand the true reasons why our customers are happy or dissatisfied with us. It has helped us get insight we can act on and removed the need for manual analysis.

Cons:

Saving reports can be a bit fiddly if you don't know how to do it.

Definitely a great tool for CX management

Comments: Definitely an important support for any Head of Customer Service

Pros:

Reporting flexibility and possibility to converge in one tool CSAT surveys from different markets/languages

Cons:

The AI applied in the tool could still not recognise some feedback properly but it's just some sporadic case and it could definitely be improved in the next versions

CM review

Comments: Very good

Pros:

Easiness of use, ergonomy, accesibility

Cons:

Lack of some features (ie. integration with ppt/ xls). The fact that some data sources are just "poured" in , but not verified.

Very useful to browse customer feedback

Pros:

- Grouping thousands of comments - Ease of search

Cons:

- Tagging is not perfect - Fixed structure