Chattermill Software

Chattermill Software

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About Chattermill

Chattermill is a cloud-based customer experience management solution that helps businesses collect, manage and analyze customer feedback across chats, emails, app store reviews, surveys, social interactions and other channels. The platform enables organizations to store and evaluate customer feedback using natural language processing (NLP), analytics and artificial intelligence (AI) technology. Chattermill’s data visualization functionality allows enterprises to monitor customer response KPIs based on market trends, comparison data, sentiment analysis and more. Administrators can define automated workflows to capture customer experience and organize the data by customer segments, metric scores, tags and other attributes. Additionally, managers can configure notificatio...
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Chattermill segmentation

Chattermill User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4

Value for money

3.5

Customer support

4.5

Functionality

4

Showing 1 - 5 of 13 reviews

Mel

Company size: 51-200 employees

Industry: Cosmetics

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

October 2021

Game Changer

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

Shaina

Company size: 201-500 employees

Industry: Consumer Goods

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
3

Value for money

out of 5
4

Customer support

out of 5
5

Functionality

out of 5

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.

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.

Emma

Company size: 1,001-5,000 employees

Industry: Airlines/Aviation

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
2

Ease-of-use

out of 5
2

Value for money

out of 5
2

Customer support

out of 5
2

Functionality

out of 5

October 2021

great idea, not working for me

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

Lorena

Company size: 1,001-5,000 employees

Industry: Real Estate

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
3

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
3

Functionality

out of 5

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.

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.

Alessandra

Company size: 1,001-5,000 employees

Industry: Real Estate

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
2

Ease-of-use

out of 5
3

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

October 2021

Its a good software

Pros

the sentimental analisys are really good and insightful

Cons

dashboards and filters are difficult to use then