Chattermill Reviews & Product Details

Gauging an idea of customer sentiment towards products and brand has been of growing importance to us, and with the implementation of Chattermill for our NPS and customer surveys we're able to quickly look at emerging themes and reasons behind any poorer-than-average scores and look into correcting them moving forwards. The system is relatively easy to use, and I had already picked up how to use it prior to the brief introductory session we had. Review collected by and hosted on G2.com.

My only quarrel so far with Chattermill is that deleting dashboards / saved queries was initially difficult to find as it is hidden under the options in the top right, but once you know you know - I feel like this is more a complaint of ease of use. Outside of that it seems to be working well. Review collected by and hosted on G2.com.

The User Interface is easy to use and navigate.

The support team are responsive

Ability to translate all comments into English - this is very powerful

The leadership team are passionate about their product and their clients which makes it easy to build relationships Review collected by and hosted on G2.com.

The account management team have shifted around quite significantly since we started working with Chattermill. I attribute this to two things: 1) Chattermill is a startup and a fast moving company 2) Covid. So whilst it's something i've added to the dislike section, it seemingly can't be avoided. Review collected by and hosted on G2.com.

Chattermill is essential in my job as I need it to understand themes in customer feedback and pick up on trends that we can impact on a large scale. I am talking thousands and thousands of reviews in various languages and going as granular as 'how big of an issue was the pick-up experience for tours in Spain'.

Chattemill allows us to build a dashboard, to see trends, improvements which means we can impact them positively and also clearly show other parties how we can improve their business.

What I love the most is that Chattermill team is incredibly responsive, helpful, in numerous occasions they helped us resolve small bugs or asked us to give feedback about new features - love the team! Review collected by and hosted on G2.com.

I feel there were a few things to improve, especially in the beginning: the dashboards took a while to load, filtering them was not always straightfoward, but I also have seen that every piece of feedback given was implemented or largely improved since given. Review collected by and hosted on G2.com.

Being able to search key words to find insights easily and sharing with stakeholders Review collected by and hosted on G2.com.

Sometimes you have to apply lots of filters to make the information relevant - it can be a bit overwhelming at times! (i.e. filters by date, by section, category) Review collected by and hosted on G2.com.

It's a great CX tool, which gathers all sources of feedback in one place and helps uncover actionable insights. I love how easy it makes it to share the Voice of Customer to any stakeholders and how user friendly and intuitive the UI is.

I also appreciate how responsive and solution oriented the Chattermill team is. Review collected by and hosted on G2.com.

I feel that they can improve on user management functionalities. Review collected by and hosted on G2.com.

The tool allows us to make strategic business decisions, understand our customer pain points and delighters and further improve our offering. I also love the team at Chattermill, they are so hands on and always seeking to better the tool. Review collected by and hosted on G2.com.

The tool isn't yet at its full potential but can't wait til it is! Review collected by and hosted on G2.com.

What I like the best about using Chattermill is that it gives me recent comments from customers. Recently, as Product Manager, I had to make a decision on whether to roll out a key polemical initiative in all markets, and I could base the decision on the customer feedback during that same period of experimentation.

Also, the way it is implemented for our customers, allows me to go quickly to those comments that are relevant for the scope of my work. I am a Product Manager who focuses on cancellations, and I could go straight to these type of comments.

Moreover, Chattermill measures all the information for a particular topic, and provides an estimated customer satisfaction level. That allows me to keep track of comments over time and see if we are improving on the topic I am in charge of. Review collected by and hosted on G2.com.

Proabably it is not something about the tool, but in the business we run a customer can pause and cancel. Some customers say they want to cancel their delivery of food for one week, this actually means they want to pause. However these comments are categorized as cancellation comments. As a result, the grouping can be misleading. Something can be fixed in the near future I am sure. Review collected by and hosted on G2.com.

I really like the feature on the metrics page that allows you to set up a dashboard. Review collected by and hosted on G2.com.

The orientation can be difficult to figure out at first. Review collected by and hosted on G2.com.

Gives an easy overview of feedbacks that you can easily export Review collected by and hosted on G2.com.

Graphically it's not really the best. Not very straightforward Review collected by and hosted on G2.com.

Once the code framework is in place, it's really easy to establish a benchmark and compare how you're doing week over week. In the past, I could only do this with quantitative info, but with Chattermill I can do it on the more nuanced qualitative info as well since they do a great job with coding. Review collected by and hosted on G2.com.

It's impossible to code everything correctly, but their machine does a great job, especially if you work closely with your account manager and you keep a close eye on what it's getting right and what it's getting wrong. Expect to take a little time upfront (maybe a few months worth of data) to train the model. Review collected by and hosted on G2.com.

Chattermill staff are always super helpful with everything - They are always happy to jump on calls and get to the bottom of things. Chattermill is also great at working with us to make custom made solutions for our business questions. In the last 6 months, I have enjoyed sharing this tool with our UX and Product teams.

The Text analysed data is a fantastic tool to kick start conversations to focus stakeholders around important issues. Review collected by and hosted on G2.com.

Sometimes Engineering times can be a little bit slow - but as a small company with many clients I understand the strains the engineering teams must be under Review collected by and hosted on G2.com.

I love being able to find reviews referring to a given topic quickly and see overall trends in sentiment Review collected by and hosted on G2.com.

Sporadically the AI misinterprets reviews and takes negatives for positives and vice versa. I've not explored Chattermill tremendously well but I think there could also be more options for presenting data and searching specific sub-topics in reviews Review collected by and hosted on G2.com.

Chattermill has been incorporated into my Weekly update email to the team. I 3 pieces of customer feedback in my weekly email and then the team will act on them. I like how simple the application is to use. The training also really helped me understand it. Review collected by and hosted on G2.com.

Sometimes when I try to go to to the next page when searching through customer feedback, it does not respond and I have to refresh the page. Review collected by and hosted on G2.com.

It's great for high-level insights and sentiment analysis. Review collected by and hosted on G2.com.

The accuracy of tagging improves over time, but it can take a little while to get going. Review collected by and hosted on G2.com.

I use Chattermill to understand how customers are navigating our site. I can easily see if customers have had a poor experience, and use this information to make improvements. Review collected by and hosted on G2.com.

I would like a stronger algorithm to filer out a few comments that may not be relevant for the specific area that I'm researching. I've seen a few times site experience issues being categorised elsewhere e.g. product attributes Review collected by and hosted on G2.com.

The very straightforward page setup - I 'teach' using Chattermill multiple times a year to new interns and they almost always know it instinctively. Review collected by and hosted on G2.com.

Not much actually, just that sometimes the filters on the side of the screen are not working properly (like, sometimes options are missing, or you filter on a specific item and know not all customer responser appear). Review collected by and hosted on G2.com.

Chattermill has been the perfect solution when the amount of feedback collected from our customers became way too vast that we could keep categorizing it ourselves manually.

It offers great and intuitive interface. Review collected by and hosted on G2.com.

So far we have been happy customers and do not dislike anything in particular. Review collected by and hosted on G2.com.

Such a useful tool for our CX programme and would not manage without Chattermill. The team are always so supportive if I ever need help, and we have got loads of value from the insight driven by Chattermill. Super easy to use and they are constantly adding new features which makes it an ever more useful tool. Review collected by and hosted on G2.com.

Really don't have anything I dislike. I sometimes get frustrated with building out dashboards, and understanding how to create various charts but for the most part I can work it out myself or Chattermill's support is super responsive and helpful. Review collected by and hosted on G2.com.

Chattermill helps us easily understand and keep track of our key customer experience drivers. It allows us to keep our surveys short since we can get reliable insights out of free text feedback rather than asking questions covering every element of the customer experience. The team has always been flexible in setting up new feedback channels for us. Review collected by and hosted on G2.com.

There is a trade-off between granularity of themes and accuracy, which is sometimes difficult to manage with our internal users. We've also had some accuracy issues with non-English comments, but Chattermill has worked with us on a few occasions to address these, either through improved translations or adjusting their comment tagging model, and these are now on par with English-language feedback. Review collected by and hosted on G2.com.

The Chattermill algorithms worked really well with our customer comments data right out of the gate. On top of that the team is great to work with - very responsive, proactive and sharply focused on helping my tea succeed. Review collected by and hosted on G2.com.

The UI can use some usability help, specifically the NPS dashboard, but it is work in progress and the team will get there, I am absolutely sure. Review collected by and hosted on G2.com.

Is clear ans straightforward. Charts are very helpful. Review collected by and hosted on G2.com.

Sometimes the comments are not translated or filter in the right channel. Review collected by and hosted on G2.com.

The team at Chattermill is the best in the business. They are always willing to go above and beyond to find a solution to your problems. They're always open to feedback and I've seen them take my feedback and put it to action. Review collected by and hosted on G2.com.

There are some limited capabilities to the platform, such as not being able to analyze chat transcripts Review collected by and hosted on G2.com.

Easy to use platform, with clear structure. Review collected by and hosted on G2.com.

Translation services still have a lot of space for improvement.

As well as granularity of tagging could still improve. Review collected by and hosted on G2.com.

How user friendly the Chattermill platform is! Review collected by and hosted on G2.com.

I wish some of the data visualizations/dashboards could be downloaded in a CSV format that segmented the values in the way they appear in the visualizations - as opposed to, for instance, being restrited to a crosstab format. Review collected by and hosted on G2.com.

As a researcher, I'm often looking for short quotes from customers to back up my findings. It's a really useful tool for this, and can make results feel more real Review collected by and hosted on G2.com.

I have only used it on a basic level yet. There seems to be a lot you can do with the tool but it's a little overwhelming and looks complicated to set up Review collected by and hosted on G2.com.