All Chattermill Reviews
1-23 of 23 Reviews
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Mel
Cosmetics, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2021
Game Changer
Superb. The onboarding and ongoing support from our CSM is AMAZING
PROSFor 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
CONSMaybe some better reporting and analytics, it would be good to be able to run some reports covering MAT time frames
Shaina
Consumer Goods, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2021
Great product
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.
PROSOpen 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
CONSSometimes found that the reporting was inaccurate, or didn't save the default view. Customer success at first was great, but then lacked.
Emma
Airlines/Aviation, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
2
FUNCTIONALITY
2
Reviewed October 2021
great idea, not working for me
verbatim feedback being categorized and highlighted.
PROStrending user feedback helping us to understand what travellers want
CONSFor 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
Lorena
Real Estate, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed October 2021
Use of it in a startup
Customer support team and our contact inside the company, Theresa, have a huge willingness to help us in any doubts.
PROSThe 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.
CONSWe 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.
Victoria
Retail, 201-500 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2021
Chattermill - Valuable for NPS Analysis
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.
CONSI 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)
Me
Information Technology and Services, 501-1,000 employees
Used monthly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Chattermill is the benchmark for customer feedback analytics
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.
PROSChattermill 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.
CONSCan’t think of anything I dislike at the moment.
James
Information Technology and Services, 201-500 employees
Used monthly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Unrivaled customer insights into what our customers care about - none of the vanity metrics
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.
PROSChattermill 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
CONSNothing really - it fits our need perfectly - analysing customer feedback quickly to gain insights.
Kevin
Internet, 51-200 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2021
Highly recommend - a must when you collect many users feedbacks
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.
CONSI 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.
Reason for choosing Chattermill
We found it was quite a unique solution and adapted to our needs.
Alex
Computer Software, 51-200 employees
Used monthly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
Super user friendly platform that helps us understand our customers
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.
PROSChattermill 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.
CONSThere 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.
Connor
Design, 51-200 employees
Used monthly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed January 2023
One of the best customer feedback/text analysis tools out there
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.
PROSChattermill 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.
CONSNot much at the moment, potentially can look into adding different data sources to analyse.
Alessandra
Real Estate, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2021
Its a good software
the sentimental analisys are really good and insightful
CONSdashboards and filters are difficult to use then
Justyna
Financial Services, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2021
Thanks a mil you're there Chattermill... but also keep improving
Thanks to Chattermill analysing CSAT and NPS is so much easier, we would overall recommend it
PROSSo 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
CONSThere 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
Olivia
Hospital & Health Care, 51-200 employees
Used monthly for less than 12 months
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed October 2021
Great if you can afford the more cohesive packages
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.
CONSOne 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.
Beer
Information Technology and Services, 5,001-10,000 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2021
Great software for NLP of qualitative feedback
Sentiment analysis with easy to use no-code analytics.
CONSHard to configure before you can actually start using it
Mariana
Internet, 1,001-5,000 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2021
Very useful to browse customer feedback
- Grouping thousands of comments - Ease of search
CONS- Tagging is not perfect - Fixed structure
Paweł
Information Technology and Services, 51-200 employees
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2023
Brilliant idea of the AI incorporated to your customers sentiment tracking
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.
PROSI 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.
CONSThere are no weaknesses. Whenever I need help or clarification, I contact their Customer Support and get it quickly.
Mihai
Security and Investigations, 1,001-5,000 employees
Used weekly for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2021
CM review
Very good
PROSEasiness of use, ergonomy, accesibility
CONSLack of some features (ie. integration with ppt/ xls). The fact that some data sources are just "poured" in , but not verified.
Andrew
Computer Software, 501-1,000 employees
Used monthly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
Top of the line customer feedback and product feedback analytics
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.
PROSUser friendly and easy to see the information I need. Very quick to get insights and process our data
CONSNothing I can think of right now, it's good for what we need to do.
Salvatore
Cosmetics, 11-50 employees
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2021
Definitely a great tool for CX management
Definitely an important support for any Head of Customer Service
PROSReporting flexibility and possibility to converge in one tool CSAT surveys from different markets/languages
CONSThe 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
Nat
Broadcast Media, 1,001-5,000 employees
Used monthly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
Great tool to analyse our user feedback and open-text client feedback
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.
PROSHow quickly we can get insights, export them and present to senior leadership to take action.
CONSDifferent types of data need different models setup
Jit
Computer Software, 501-1,000 employees
Used monthly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
The best feedback analysis software I've used
Great tool for feedback analysis and to help us understand what our customers think about us.
PROSVery 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.
CONSSetting up takes a bit of time and effort.
Leonie
Computer Software, 501-1,000 employees
Used monthly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed January 2023
Easy to use tool to get insights from our feedback and support data
Great customer success team, implementation was very smooth and we get insights quickly
PROSEasy to use, easy to get insights, powerful analytics
CONSExports a bit fiddly, user management can do with some work
Jordan
Government Relations, 51-200 employees
Used monthly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
Easily analyse the open text feedback we receive to give us insights
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.
PROSWe 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.
CONSSaving reports can be a bit fiddly if you don't know how to do it.