Chattermill

4.5 (25)
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Customer feedback analysis software

Overall rating

4.5 /5
(25)
Value for Money
4.2/5
Features
4.4/5
Ease of Use
4.4/5
Customer Support
4.6/5

92%
recommended this app
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25 Reviews

Mez
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Monthly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Easy to use understand insights, accurately tagging and analytics

Reviewed on 2024/09/09

Great feedback analytics tool which has helped us understand the voice of our customers and quickly...

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.

Katy
Overall rating
  • Industry: Design
  • Company size: 201–500 Employees
  • Used Monthly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 2024/09/03

Chattermill provides us with great insights on what our customers want. The platform is easy to use...

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.

Emma
Overall rating
  • Industry: Airlines/Aviation
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 2.0 /10

great idea, not working for me

Reviewed on 2021/10/25

verbatim feedback being categorized and highlighted.

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

Shaina
Overall rating
  • Industry: Consumer Goods
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great product

Reviewed on 2021/10/12

Great experience with the team. Happy that they are ready to listen about product improvements and...

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.

Lorena
Overall rating
  • Industry: Real Estate
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Use of it in a startup

Reviewed on 2021/10/26

Customer support team and our contact inside the company, Theresa, have a huge willingness to help...

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.

Paweł
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Brilliant idea of the AI incorporated to your customers sentiment tracking

Reviewed on 2023/01/22

It allows me to aggregate feedback on my product from multiple platforms and reach many more...

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.

Alessandra
Overall rating
  • Industry: Real Estate
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Its a good software

Reviewed on 2021/10/07

Pros

the sentimental analisys are really good and insightful

Cons

dashboards and filters are difficult to use then

Kevin
Overall rating
  • Industry: Internet
  • Company size: 51–200 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Highly recommend - a must when you collect many users feedbacks

Reviewed on 2021/10/07

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.

Alex
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Monthly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Super user friendly platform that helps us understand our customers

Reviewed on 2023/01/09

It helps us understand the themes and topics that impact our customer satisfaction, both negatively...

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.

Mel
Overall rating
  • Industry: Cosmetics
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Game Changer

Reviewed on 2021/10/14

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

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

Connor
Overall rating
  • Industry: Design
  • Company size: 51–200 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 2023/01/09

Digging deeper into what impacts our NPS scores and satisfaction scores. It helps us understand how...

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.

Andrew
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Monthly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Top of the line customer feedback and product feedback analytics

Reviewed on 2023/01/18

Chattermill helps us analyse our customer feedback data (NPS, etc) and product feedback data. It...

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.

Jit
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Monthly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The best feedback analysis software I've used

Reviewed on 2023/01/20

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

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.

Justyna
Overall rating
  • Industry: Financial Services
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

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

Reviewed on 2021/10/12

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

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

Me
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Monthly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Chattermill is the benchmark for customer feedback analytics

Reviewed on 2022/12/21

Chattermill enables us to quickly and accurately identify trends in our customer feedback, which we...

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.

Beer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 5,001–10,000 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Great software for NLP of qualitative feedback

Reviewed on 2021/10/12

Pros

Sentiment analysis with easy to use no-code analytics.

Cons

Hard to configure before you can actually start using it

Leonie
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Monthly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 10.0 /10

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

Reviewed on 2023/01/20

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

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

Olivia
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Monthly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Great if you can afford the more cohesive packages

Reviewed on 2021/10/07

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.

Nat
Overall rating
  • Industry: Broadcast Media
  • Company size: 1,001–5,000 Employees
  • Used Monthly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 2023/01/18

Super fast and automated way to get insights from our customer data and analyse open text responses...

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

James
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 2022/12/21

Chattermill analyses feedback written by our customers and tells us the most important topics that...

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.

Victoria
Overall rating
  • Industry: Retail
  • Company size: 201–500 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Chattermill - Valuable for NPS Analysis

Reviewed on 2021/10/08

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)

Jordan
Overall rating
  • Industry: Government Relations
  • Company size: 51–200 Employees
  • Used Monthly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 2023/01/12

Chattermill has helped us get a full view of what our prospects care about and uncover trends and...

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.

Salvatore
Overall rating
  • Industry: Cosmetics
  • Company size: 11–50 Employees
  • Used Weekly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Definitely a great tool for CX management

Reviewed on 2021/10/09

Definitely an important support for any Head of Customer Service

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

Mihai
Overall rating
  • Industry: Security & Investigations
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

CM review

Reviewed on 2021/10/07

Very good

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.

Mariana
Overall rating
  • Industry: Internet
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Very useful to browse customer feedback

Reviewed on 2021/10/19

Pros

- Grouping thousands of comments
- Ease of search

Cons

- Tagging is not perfect
- Fixed structure