Chattermill

Uncover granular customer insights with AI-powered feedback analytics

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Description

Chattermill is an AI-powered platform designed to help businesses understand their customers at a deeper level by analyzing feedback data. It automatically consolidates unstructured customer feedback from various channels, including surveys, reviews, support tickets, social media, and voice calls, into a single unified view. This eliminates data silos and provides a comprehensive understanding of the customer journey.

Using advanced AI and natural language processing, Chattermill analyzes the collected feedback at scale. It automatically tags data with relevant themes and sentiment, identifies emerging trends, and generates concise summaries of key insights. This enables teams in customer experience, product development, and customer support to quickly grasp what customers care about most, prioritize improvements effectively, and make data-backed decisions. The platform also helps quantify the impact of customer experience initiatives on crucial business metrics like NPS, CSAT, retention, and revenue.

Key Features

AI-Powered Analysis: Automatically tags feedback with themes and sentiment using deep learning AI.
Unified Feedback Hub: Consolidates customer feedback from surveys, support tickets, reviews, social media, voice calls, and other sources.
Insight Generation: Surfaces emerging trends, provides AI-generated summaries, and offers real-time alerts for significant changes.
Impact Analysis: Connects customer feedback insights to business metrics like NPS, CSAT, revenue, and retention.
Multi-Source Integration: Integrates directly with over 100+ feedback channels and data sources.
Multi-Language Support: Analyzes feedback from any language with automatic translation.
Custom Reporting & Dashboards: Allows unlimited creation of customizable reports and dashboards for different teams.
Insight Assistant (Lyra): Provides AI assistance specifically designed for CX analytics to connect feedback to business goals.

Use Cases

Improving overall customer experience based on direct feedback.
Enhancing product features and usability using customer insights.
Optimizing customer support processes and reducing contact volume.
Understanding the complete voice of the customer (VoC) across all touchpoints.
Making data-driven decisions by linking CX initiatives to business impact.
Tracking brand perception and sentiment across different channels.
Prioritizing development and support efforts based on customer pain points.

Frequently Asked Questions

How is Chattermill's pricing structured, and what factors influence it?

Chattermill’s pricing primarily depends on the number of data integrations needed and the volume of data to be analyzed (number of data credits). They do not charge a per-user fee. Additional modules and add-ons are available based on specific needs.

What is a data credit?

A data credit represents a single piece of feedback, such as a survey response, support chat, social media comment, app review, or forum post. It includes unstructured text, quantitative data (like scores), and associated metadata.

What is the onboarding process like?

Upon starting with Chattermill, clients receive a dedicated onboarding specialist, a detailed project plan, and 1-to-1 support for the first 30 days to help get started and align goals.

Is my data secure with Chattermill?

Yes, Chattermill emphasizes data security and holds certifications including SOC 2 and GDPR compliance.

Does Chattermill integrate with other tools?

Yes, Chattermill integrates with over 100 different customer feedback channels and can integrate with custom data sources via API or secure data upload.