--- title: Chattermill Reviews meta_title: 'Chattermill Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 238 reviews by the users' company size, role or industry to find out how Chattermill works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 238 scale: '5' date_modified: '2026-07-17' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Chattermill Reviews **Vendor:** Chattermill **Category:** [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics) **Average Rating:** 4.4/5.0 **Total Reviews:** 238 ## About Chattermill Chattermill is the AI-native customer experience intelligence and Voice of Customer (VoC) platform designed to help organizations effectively unify and analyze their customer feedback across any channel. By leveraging advanced AI technology, Chattermill empowers businesses to extract meaningful insights from diverse data sources, including surveys, reviews, support tickets, conversations, and social media interactions. This comprehensive approach enables companies to identify recurring issues, understand customer pain points, and drive product improvements with confidence. Targeted primarily at customer-focused teams, Chattermill serves a wide range of industries, including e-commerce, hospitality, and retail. Organizations like Uber, HelloFresh, Booking.com, Tesco, JustEat, and H&M utilize Chattermill to transform their customer experiences and foster business growth. The platform is particularly beneficial for Customer Experience (CX) and Voice of Customer (VoC) teams, as it allows them to pinpoint factors affecting customer satisfaction and loyalty. Additionally, Product and UX teams can prioritize enhancements based on genuine customer needs, while Support and Operations teams can identify recurring issues before they escalate into larger problems. One of Chattermill's key features is its powerful AI analytics capability, which enables the extraction of actionable insights from unstructured text feedback. This functionality allows businesses to uncover clear trends and patterns that inform strategic decision-making. By providing clarity and insights, Chattermill helps organizations improve their products and services, ultimately leading to increased customer satisfaction. The platform's ability to consolidate and scale voice-of-customer analysis also benefits Insights and Data teams, making it easier to manage and interpret large volumes of feedback. Chattermill stands out in the feedback analytics category due to its commitment to delivering deep, actionable insights rather than just surface-level metrics. This focus on understanding customer sentiment allows organizations to make informed decisions that enhance their overall customer experience. The platform has received recognition from G2, being named a Grid Leader and Momentum Leader in Feedback Analytics Products, among other accolades. These distinctions highlight Chattermill's effectiveness and user satisfaction within the competitive landscape of customer feedback solutions. For organizations looking to deepen their understanding of customer experiences and drive meaningful improvements, Chattermill offers a robust solution that integrates seamlessly into existing workflows. By harnessing the power of AI and comprehensive feedback analysis, businesses can navigate the complexities of customer sentiment and foster lasting loyalty. ## Chattermill Pros & Cons **What users like:** - Users find Chattermill's **ease of use** exceptional, enabling quick access to valuable insights without extensive training. (26 reviews) - Users value the **real-time feedback management** of Chattermill, enhancing their ability to respond swiftly to customer reviews. (24 reviews) - Users value the **clarity of customer insights** from Chattermill, enabling informed decisions and improved service strategies. (22 reviews) - Users value the **actionable insights** generated by Chattermill, which greatly enhance service quality and decision-making. (21 reviews) - Users appreciate the **cleanliness and organization of reviews** in Chattermill, enhancing the analysis of customer feedback. (17 reviews) - Users value the **insights analysis** of Chattermill for its clarity and ease in understanding customer feedback. (17 reviews) - Intuitive (14 reviews) - Customer Support (13 reviews) - Helpful (12 reviews) - Improvement (11 reviews) **What users dislike:** - Users find **insufficient information** in Chattermill, noting a steep learning curve and a need for better guidance. (8 reviews) - Users find the **interface not intuitive** , making it challenging to access insights and create dashboards efficiently. (7 reviews) - Users note that the **AI limitations** hinder insights and guidance, affecting the overall analytical experience. (6 reviews) - Users experience **inaccuracy** issues with Chattermill's AI, leading to misclassifications and unreliable insights at times. (6 reviews) - Users find the **complex usability** of Chattermill challenging, especially for occasional users and new adopters. (5 reviews) - Filtering Issues (5 reviews) - Users feel that the **customization options are limited** , hindering the overall effectiveness of Chattermill’s dashboards. (4 reviews) - Users find the **interface design poor** , feeling it is busy and unintuitive, complicating the analysis process. (4 reviews) - Poor Understanding (4 reviews) - Sentiment Analysis (4 reviews) ## Chattermill Reviews ### 1. Game changer tool for ORM teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Chattermill?** AI-enabled sentiment assessment is a really helpful feature of chattermill **What do you dislike about Chattermill?** dependency on the tech team is one of the cons **What problems is Chattermill solving and how is that benefiting you?** The AI enabled chat analyzer tool is very important for our org to understand the customer sentiment in order to improve our services ### 2. Brilliant idea of the AI incorporated to your customers sentiment tracking **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** January 22, 2023 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** There are no weaknesses. Whenever I need help or clarification, I contact their Customer Support and get it quickly. **What problems is Chattermill solving and how is that benefiting you?** 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. ### 3. Great tool to gather customer insights **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2022 **What do you like best about Chattermill?** Being able to understand customers' issues and their magnitude. Being able to filter per word and exclude others at the same time **What do you dislike about Chattermill?** A guide/workshop/coursera course would be helpful to leverage all of chattermill features Shared reports take long to load **What problems is Chattermill solving and how is that benefiting you?** Identify customers' key pain points Develop initiatives to address these painpoints No financial benefits strictly connected to it use have been generated yet ### 4. Phenomenal tool for analysing sentiment and finding hidden trends **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2023 **What do you like best about Chattermill?** Great at analysing open text and identifying themes using AI, with ability to customise. **What do you dislike about Chattermill?** It takes the AI a bit of time to find the right times - about 4 weeks for setup. **What problems is Chattermill solving and how is that benefiting you?** Helps our team understand how different features and interactions impact our NPS scores. ### 5. Chattermill Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Food Production | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2022 **What do you like best about Chattermill?** How easy it is to filter through comments and see reports to get a better understanding of the voice of the customer. Competitor's products tend to be much more difficult to use with more complex interfaces. **What do you dislike about Chattermill?** Sometime the tagging of comments is not 100% to how we would internally classify, however on the whole, it is quite good. It can be frustrating to go through these incorrect tags and can sometimes cause us to misunderstand the data. **Recommendations to others considering Chattermill:** N/A **What problems is Chattermill solving and how is that benefiting you?** With Chattermill we are able to understand better why our customers are pausing, canceling and what they like and don't like about the product.It helps us dissect our customer's issues with our product and better enhance it for the future. ### 6. Love it! **Rating:** 4.0/5.0 stars **Reviewed by:** Jenny M. | Marketing Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Chattermill?** It's very easy to navigate and find the exact information I am looking for. **What do you dislike about Chattermill?** Sometimes I find that the algorithm incorrectly categorizes reviews. **What problems is Chattermill solving and how is that benefiting you?** It is helping us identify trends in member experience, and for me personally, I use it when I am crafting CRM messages to communicate to our audience. ### 7. A great, easy to use tool for analysing our customer feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Graphic Design | Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2023 **What do you like best about Chattermill?** Chattermill saves us time and effort manually analysing our feedback and is easy to understand where we need to improve. **What do you dislike about Chattermill?** Having different user views for different geos/roles would be useful. **What problems is Chattermill solving and how is that benefiting you?** Analysing feedback en-masse and understanding what our customers truly care about. ### 8. Very user-friendly tool that has helped us to bring alive the voice of our customers within our org. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Enterprise (> 1000 emp.) **Reviewed Date:** December 23, 2022 **What do you like best about Chattermill?** User friendly interface, simple way to create/share charts. Phrasal analysis **What do you dislike about Chattermill?** Wish that topic tagging was done prior to translation to improve accuracy **What problems is Chattermill solving and how is that benefiting you?** Currently able to identify pain points in customer journey and with products and take actions to address them and improve overall CX ### 9. A powerful insight into customer feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2022 **What do you like best about Chattermill?** - automatic sentiment an intent analysis - multiple integrations: with all our public platforms and CX platforms - ability to categorise the feedback into categories - supportive team, partner-like cooperation, responsiveness of Chattermill team - ability to filter the results by our user segmentation - search engine that allows to find any specific comment across our public platforms and reviews **What do you dislike about Chattermill?** - pricing plan not very transparent - pricing is based on the number of volume received - even though comments were automatically assigned to categories there was still a need for manual review - sometimes the engine would simply misinterpret the information. Of course, there are no perfect solutions :) **What problems is Chattermill solving and how is that benefiting you?** - Understanding customer response to new products and services - it helped us adjust content and product offering (by adding, fixing or getting rid of features) - Understanding customer painpoints, likes and dislikes - It helped us make customer-oriented decisions - Brought together all the departments within the company together to reach a common goal ### 10. the aggregation of content & tagging of review into themes **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2022 **What do you like best about Chattermill?** it is great to have a platform gathering feedback from all the various channels we have and organising it automatically **What do you dislike about Chattermill?** Creating advanced dashboards is not easy and when you save some dashboards you can only view the list of feedbacks whereas I would prefer viewing a graph sometimes. Also, finding advanced dashboard is hidden at the bottom of a very long list of other dashboards ( we have many reports saved), it would be great to have shortcuts for it, **What problems is Chattermill solving and how is that benefiting you?** the aggregation of content & tagging of review into themes Creating dedicated slack notifications to monitor reviews on a specific theme from all sources possible getting a sentiment score on a theme ### 11. Chattermill helps HelloFresh to understand where to focus efforts and how to improve our CX **Rating:** 4.5/5.0 stars **Reviewed by:** Thom G. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2022 **What do you like best about Chattermill?** The ease of reporting, and the use of phrasal analysis in the analysis section. I often use this for deep dives and further insights into my analysis **What do you dislike about Chattermill?** I would like to be able to download the impact analysis myself, instead of being sent it by CHattermill - this is being discussed internally **What problems is Chattermill solving and how is that benefiting you?** Understanding the key phrases and comments from negative comments to build an initiative list and push for improvements. Driving change across HelloFresh ### 12. Transformed the way we analyse feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2022 **What do you like best about Chattermill?** Very easy to use, customisable to our needs and a great Customer Success team. **What do you dislike about Chattermill?** Can't think of anything I dislike - fits our needs. **What problems is Chattermill solving and how is that benefiting you?** Helps us figure out what trends and produce features are most important to our customers. ### 13. Invaluable tool and excellent service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2020 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** Some small tweaks would make the tool even more user-friendly for us but the team is already on it. For example, would love to be able to link dashboards to feedback shareable links. **Recommendations to others considering Chattermill:** I can recommend the tool. It saves me so much time and allows me to make decisions quickly. **What problems is Chattermill solving and how is that benefiting you?** Automatic categorization of our customer review themes has meant we can target pain points and make changes to our service to match what our customer is looking for. We have seen improved customers rating of our products thanks to this. ### 14. Chattermill’s coding and theming of verbatim really helps me to tell a story when time is limited **Rating:** 4.5/5.0 stars **Reviewed by:** Rich D. | Head of Research Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2022 **What do you like best about Chattermill?** Most helpful is it saves hours on time. It tells the story and is consistently updating responses. I like the positive and. what ive flags and the ability to manually be able to amend tags **What do you dislike about Chattermill?** I'd like a twice daily upload, otherwise all is great **What problems is Chattermill solving and how is that benefiting you?** It saves us time and does the theming of verbatim for us ### 15. Chattermill allows you to get very granular into customer insights taking out all manual work! **Rating:** 4.5/5.0 stars **Reviewed by:** Charlie F. | Product Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2022 **What do you like best about Chattermill?** The reporting side works really well! Being able to filter on each individual piece of data that is added to the portal is great! Also being able to share the reports to chattermill and non-chattermill users is very helpful. **What do you dislike about Chattermill?** Reporting / chart view, it would be nice to have more customisation on the looks of the reports that are created to tailor to business branding. It would be great to be able to have a date selector within the dashboard view **Recommendations to others considering Chattermill:** No further recommendations! **What problems is Chattermill solving and how is that benefiting you?** I personally used to scan & report customer insights manually to look for trends, however, with Chattermill this is all automated for me which has improved efficiency massively. ### 16. Great tools for comment analysis **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Chattermill?** Chattermill allows for easy customer comment analysis through tools like key themes and phrasal analysis. **What do you dislike about Chattermill?** Interface to create charts and graphs isn't as intuitive as it could be and sometimes takes a bit of clicking around to get to where you need it to be **What problems is Chattermill solving and how is that benefiting you?** Helping us understand qualitative customer feedback by providing insights in a quantitative manner ### 17. Gained valuable insights into customer thoughts and feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Chattermill?** The UI is straightforward to use and easy to navigate. The AI is powerful when the model is trained correctly, our CSM helped us out by coordinating with their ML teams to include our keywords. **What do you dislike about Chattermill?** We were missing some features, however Chattermill was very responsive and shared their roadmaps with us. **What problems is Chattermill solving and how is that benefiting you?** Chattermill helped us with automatically categorizing customer sentiment, trends and different types of contact through their UI. The automatic tagging helped us produce reports for our MBR. ### 18. Hugely accurate, and very responsive team **Rating:** 5.0/5.0 stars **Reviewed by:** Elyssa F. | Lead Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** January 06, 2022 **What do you like best about Chattermill?** The Chattermill team is small enough to provide a personable and responsive relationship while having a big enough team to tackle almost any problem we throw at them. Nothing seems too challenging or too small for them, and they always go out of their way to help. **What do you dislike about Chattermill?** There's not much to dislike, but sometimes when adding extra enrichment detail, you have to wait a few days for the data to be re-processed to reflect the changes and learn/create new themes or topics. **Recommendations to others considering Chattermill:** Chattermill are happy and able to connect directly to your data sources through APIs - cut out as many middle-men as possible so that your data feed is secure and uninterrupted. Enrich your data early in the process so that you minimise re-processing instances. Get everyone on board with using the app - it's so intuitive. **What problems is Chattermill solving and how is that benefiting you?** We have multiple survey sources at different points of a customer journey (discovery, transaction, delivery), as well as unprompted customer feedback (where they want to feedback voluntarily). Chattermill combines all of those sources, categorises the comments into so many different, relevant topics, and helps us see everything side-by-side. With everything in a friendly, easy-to-use interface, lots of our colleagues can pop into the app, spot issues, and look for trends. We also use the feedback to help identify bugs, pain-points and to support or influence prioritisation of new features. Chattermill was especially key during the first Covid lockdown to see what issues impacted our customers over and above what we had already identified. ### 19. Review of chattermill **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Chattermill?** The translations for each NPS comment are really handy **What do you dislike about Chattermill?** The sentiment wheels are confusing on the right hand side **What problems is Chattermill solving and how is that benefiting you?** Making it easy to read NPS comments on the fly without downloading lots of excel files ### 20. Great user-friendly tool for customer insight management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2022 **What do you like best about Chattermill?** It's really simple. You don't need to spend ages trying to figure out what dashboard will show you what you need – you build exactly what you want in literally minutes. The tool is super flexible, which means you can use it for both surface-level understanding and deep dives into specific issues. **What do you dislike about Chattermill?** Every now and again we faced bugs and issues with tagging. However, the customer support team is always there – they always do their best to solve issues as soon as they can. **What problems is Chattermill solving and how is that benefiting you?** We have been using Chattermill mainly to track trends in specific issues. For instance, if we launched a new product or there was an issue with payments or something like that. The main benefit was that Chattermill was the go-to tool for us when we needed insights ASAP. Any manager could log in to check what is happening, without having to involve analysts ### 21. Great analysis and responsive support! **Rating:** 5.0/5.0 stars **Reviewed by:** Katherine C. | User Researcher, Mid-Market (51-1000 emp.) **Reviewed Date:** January 28, 2022 **What do you like best about Chattermill?** I like that Chattermill is incorporating so many sources for us to analyse sentiments - we have NPS surveys, TrustPilot responses, and now our emails which we can use to stay close to what our customers think and need. It is valuable at multiple levels of the organsiation, from Ops, to Research, to Product. **What do you dislike about Chattermill?** I like to use Chattermill, it did take a bit of time to fully understand everything that was possible. I also haven't been involved with setting up data sources so I don't know how easy this is. **What problems is Chattermill solving and how is that benefiting you?** We have been able to identify trends, which we then use to make process and product improvements, or which serve as the basis for additional areas of exploration. ### 22. Very useful tool **Rating:** 4.5/5.0 stars **Reviewed by:** Gözde A. | Customer Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2022 **What do you like best about Chattermill?** We loved interface of Chattermill, easy to use **What do you dislike about Chattermill?** Creating dashboard was not easy, it was not flexible **What problems is Chattermill solving and how is that benefiting you?** Understand of customer reviews of our products ### 23. A game-changing solution to better understand our customers **Rating:** 5.0/5.0 stars **Reviewed by:** Mathieu L. | Voice of the Customer Expert, Mid-Market (51-1000 emp.) **Reviewed Date:** December 27, 2021 **What do you like best about Chattermill?** Chattermill allowed us to create our internal hub to aggregate all our customer feedback sources (NPS, rating platforms, support tickets, etc.). Every employee can now access the "voice of the customer" in a simple and programmatic way, with a few clicks. This saves us a lot of time and allows us to understand the needs of our 200,000 customers more quickly. The platform is very intuitive and easy to use. It is ultra-flexible and the Chattermill's teams work closely with us! **What do you dislike about Chattermill?** To further increase internal user adoption, it would be great if Chattermill could continue to develop impact-related analytics. For example, continually improving the current NPS Drivers dashboard to identify the impact that a feature launch would have on customer satisfaction. **What problems is Chattermill solving and how is that benefiting you?** As Qonto grows, with expansion in Europe, it became increasingly complex to incorporate customer insights into our decision-making processes. Large amounts of customer data/feedback became difficult to analyze at scale. With Chattermill, we are now able to capture all this customer data and turn it into structured, insightful, and actionable information for the entire company. We make sure we develop the products customer wants, by prioritizing the fixing of the biggest pain points, detecting new issues/risks, and finally improving the quality of our customer care teams. We have a great system to leverage the value of our customers' feedback to maximize the value of Qonto. ### 24. Very useful application for customer feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** October 24, 2019 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** 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. **Recommendations to others considering Chattermill:** It's a nice, simple way to learn about customer sentiment. It also allows for good visual representations of the data. **What problems is Chattermill solving and how is that benefiting you?** Being able to filter through customer feedback based on key terms is invaluable. I can so easily see when there are issues and then the team can act on them. ### 25. Ease of use is sensational **Rating:** 5.0/5.0 stars **Reviewed by:** Anam S. | User Experience Researcher, Enterprise (> 1000 emp.) **Reviewed Date:** October 05, 2021 **What do you like best about Chattermill?** I really admire how intuitive and easy it is to use Chattermill's interface. Granted, I have a UX background and might be tech-savvier than your normal demographic. It's easy to find the information I need by applying the relevant filters. I have to add that an internal team has gone through the lengths of setting up the dashboard so others can relish in the insights and I don't know how troublesome that was. But I can say that the effort is well worth it for the impact. **What do you dislike about Chattermill?** Nothing in particular. Kudos to Chattermill for conducting user research. I'd focus my attention on continuously improving the overall flow and usability, as the tool itself is highly valuable and meets a user's needs. **What problems is Chattermill solving and how is that benefiting you?** Chat log analysis to find and capture user sentiment towards certain topics. ### 26. Real insights from NPS **Rating:** 5.0/5.0 stars **Reviewed by:** Carlos Andres S. | Head of Customer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2021 **What do you like best about Chattermill?** Friendly UX and nice insights of what customers are saying in real time. Is incredible how accurate the text analytics is. It has help us a lot to understand our customers' pain points and improve our NPS in a focus way. We have improved +10pp in the last quarter **What do you dislike about Chattermill?** Sometimes the changes in our theme structure take a little longer than expected. And will love to have regression analysis on factors. **Recommendations to others considering Chattermill:** Try to have a good theme structure from the start **What problems is Chattermill solving and how is that benefiting you?** Customer pain points and understanding better how to close the loop in an accurate way with targetting the right customer. ### 27. Low effort CX data analysis tool for large scale data sets **Rating:** 4.5/5.0 stars **Reviewed by:** Christina B. | Continuous Improvement Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2021 **What do you like best about Chattermill?** Having to answer the question "why did X metric change" when you only have a score and thousands of lines of unstructured, written feedback gets tiring quickly! Chattermill's feedback analytics has enabled us to leverage huge amounts of qualitative data across multiple sources to aggregate them into one view of our customer experience. We're in a much better place to democratise CX insights and make smarter decisions about our user experience, especially as we can integrate feedback into existing tools like Slack and Zendesk. We really appreciate their initiutive design and willingness to take on board client feedback to continue improving their product. A huge bonus is their friendly and supportive team! **What do you dislike about Chattermill?** I love the tool, but if there was one thing I'd love to see, it would be greater end-user flexibility on managing the theme structures. Although this hasn't been too much of an issue - the team at Chattermill has supported us through creating, merging, and deleting themes according to their topic detection algorithm - it does create a reliance on the team. **What problems is Chattermill solving and how is that benefiting you?** We started using Chattermill as our business reached a considerable size, and we could no longer read through all of the user feedback we were collecting. We wanted to shift the company decision-making focus from business-driven to user-driven while speaking the same language as the executive team. The fact that Chattermill allows us to quantify sentiment easily has been a huge benefit. Furthermore, it has allowed us to give better visibility to user feedback instead of centralising it around limited roles within the company. ### 28. All in one - a must to have CX tool **Rating:** 5.0/5.0 stars **Reviewed by:** Salvatore A. | Head of Customer Service, Small-Business (50 or fewer emp.) **Reviewed Date:** September 27, 2021 **What do you like best about Chattermill?** The possibility to collect and have a complete overview of all customer feedback and sentiments from the different markets we operate just in one tool. **What do you dislike about Chattermill?** It could still happen that some customer feedback is not 100% well scored, but it is sporadic and nothing dramatic that can compromise data and results. **Recommendations to others considering Chattermill:** This AI-based toil is the present and the future to understand how in real-time how customers feel about your product and identify what is driving customer experience. It's a must to have for any CX/CS department and not only. **What problems is Chattermill solving and how is that benefiting you?** I can now read all customer comments, no matter in which language, in the same platform, avoiding multiple logins into different tools. ### 29. Amazing! **Rating:** 5.0/5.0 stars **Reviewed by:** Kirsty M. | Head of CX, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2019 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** Really don't have anything I dislike, bar maybe a few UX-ey type annoyances related to navigating and updating dashboards but those are very minor **What problems is Chattermill solving and how is that benefiting you?** The main problem is to ensure we are getting max benefit from our NPS and reviews programme, understanding what the main drivers of customer satisfaction or dissatisfaction are. It also helps us monitor this easily over time for our key markets, and really democtratises access to our customer voice across markets. ### 30. Chattermill is a great platform for customer experience teams ! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2022 **What do you like best about Chattermill?** It allows you to analyze the NPS comments from our clients quickly. The platform is friendly and easy to use. **What do you dislike about Chattermill?** It can have more features and types of charts to analyze the information you receive. **What problems is Chattermill solving and how is that benefiting you?** We are analyzing the open questions of NPS results in a structured way. It saves a lot of time for customer teams inside the companies. ### 31. Great tool to centralize reviews & feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2022 **What do you like best about Chattermill?** Great Dashboard capabilities and super useful net sentiment scores **What do you dislike about Chattermill?** There is a learning curve to understand the tool, would have been great to have more guidance for discovery **What problems is Chattermill solving and how is that benefiting you?** Understanding customer behavior, identifying patterns ### 32. One stop shop for customer sentiment **Rating:** 5.0/5.0 stars **Reviewed by:** Jake S. | Senior Manager, Strategic Projects, Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2021 **What do you like best about Chattermill?** Data reliability, ease of use, great service. Chattermill has enabled us to gain deep insights on our customers and their feedback, while seamlessly integrating into our data systems. It has been a staple in our customer level analysis. **What do you dislike about Chattermill?** No major downsides of using chattermill. **What problems is Chattermill solving and how is that benefiting you?** We have been able to understand customer behavior at a more granular level, moreso than the static responses that customers leave on surveys ### 33. Chattermill is an indispensable member of my CX team. **Rating:** 4.5/5.0 stars **Reviewed by:** Davide Z. | Director, Customer Satisfaction, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2021 **What do you like best about Chattermill?** I like Its reliability and ease of use, the UI and the accuracy. **What do you dislike about Chattermill?** The user permission setting could isn't diversified enough. **What problems is Chattermill solving and how is that benefiting you?** Chattermill helps me visualise sentiment trends and correlate them to operational/financial decisions. It helps prioritise research and feature development. We also use it to refine Agent training and Quality processes. ### 34. Great usability and analytics capabilities **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2021 **What do you like best about Chattermill?** ease of use, engagement from Chattermill's CSM team, complexity of the feedback data, and potential for growth/ROI. **What do you dislike about Chattermill?** our product is complex using similar verbiage for very different types of experiences, so honing the AI can be challenging sometimes. The resources for self led training could be better, though the Account team is very supportive and available. We also have limited dev resources, so connecting our meta data effectively has been a challenge, but not a chattermill issue, and they've been supportive through the process. Getting stakeholders trained and independent on the product can be slow. **What problems is Chattermill solving and how is that benefiting you?** better insights into types of feedback for our product and support team. Reduced time to build insightful reports that previously were time consuming and manual calculations. ### 35. Great support, smooth platform. **Rating:** 4.0/5.0 stars **Reviewed by:** Morgan D. | Junior Data Insight Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2019 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** 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. **What problems is Chattermill solving and how is that benefiting you?** The main benefits we're seeing is much quicker insight into consumer thoughts and attitudes towards both brand and product range. Ideally this will be put into dashboards for each of our product lines to provide massively more efficient insight across the business. Previously our NPS insight has had a degree of inaccuracy in regards to sentiment and we feel far more confident in the sentiment from Chattermill. ### 36. Removes the barriers to accessing customer feedback at scale **Rating:** 4.0/5.0 stars **Reviewed by:** Omari W. | Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2020 **What do you like best about Chattermill?** 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 **What do you dislike about Chattermill?** 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. **What problems is Chattermill solving and how is that benefiting you?** Chattermill has enabled us to aggregate customer feedback from various data sources we consume on a daily/weekly basis, translate this into English and then disseminate this information either via Chattermill itself, or through Slack webhooks. The connection with Slack is important for us as it means that all parts of the company can consume this data in a tool they use most frequently/Slack - and it's easy to then loop relevant people and solve specific problems ### 37. Essential tool for understanding customers! **Rating:** 4.5/5.0 stars **Reviewed by:** Zuzana K. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2020 **What do you like best about Chattermill?** 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! **What do you dislike about Chattermill?** 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. **What problems is Chattermill solving and how is that benefiting you?** We use Chattermill for analysis of customer feedback, looking for positive and negative themes and their trends. This allows us to improve customer satisfaction (which impacts customers using our service returning). ### 38. Great way to read direct customer feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Rachel C. | Enterprise (> 1000 emp.) **Reviewed Date:** December 16, 2020 **What do you like best about Chattermill?** Being able to search key words to find insights easily and sharing with stakeholders **What do you dislike about Chattermill?** 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) **Recommendations to others considering Chattermill:** Go for it! It's a great tool **What problems is Chattermill solving and how is that benefiting you?** I work as a researcher - I use Chattermill to help us create hypothesis to further delve into with the research. It's great to take screenshots of the comments and use them as workshop stimulus with stakeholders to bring life to the customer problem ### 39. Excellent tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 09, 2021 **What do you like best about Chattermill?** Making it possible to review customer feedback on an aggregated level. **What do you dislike about Chattermill?** Writing this review in order to continue my analysis. **What problems is Chattermill solving and how is that benefiting you?** Easy access for an overview of customer feedback. ### 40. A great CX tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** December 18, 2020 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** I feel that they can improve on user management functionalities. **Recommendations to others considering Chattermill:** Go for it! It's a choice you will not regret. **What problems is Chattermill solving and how is that benefiting you?** Discover main pain points Customer perception on different touchpoints Customer satisfaction around a particular topic/improvement iniative ### 41. Amazing Platform to discover Customer Insights **Rating:** 4.0/5.0 stars **Reviewed by:** Cesar L. | Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 23, 2019 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** 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. **What problems is Chattermill solving and how is that benefiting you?** Customer satisfaction around a particular topic Qualitative feedback on digital changes Improvement over time of the satisfaction level Customer perception on some initiatives Segment comments per country, platform and so on, so I can focus on what is most relevant ### 42. Chattermill has provided me with great analytics of surveys. **Rating:** 4.5/5.0 stars **Reviewed by:** Andrea D. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2020 **What do you like best about Chattermill?** I really like the feature on the metrics page that allows you to set up a dashboard. **What do you dislike about Chattermill?** The orientation can be difficult to figure out at first. **What problems is Chattermill solving and how is that benefiting you?** Chattermill is saving me lots of time by drawing conclusions of survey for me. ### 43. Good tool for analysis and data visualization **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2020 **What do you like best about Chattermill?** Gives an easy overview of feedbacks that you can easily export **What do you dislike about Chattermill?** Graphically it's not really the best. Not very straightforward **What problems is Chattermill solving and how is that benefiting you?** I analyse surveys and run reports ### 44. Automated Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Todd S. | Head of Customer Insights, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2019 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** 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. **Recommendations to others considering Chattermill:** Partner with your account rep and put in the time upfront to make sure everything is as accurate as possible. It's not hard, just takes a little time to train the model (like it would be with any other text analytics vendor). The team is easy to work with, and once everything is in place it's easy to monitor everything. **What problems is Chattermill solving and how is that benefiting you?** Weekly customer feedback on our core product since we send it weekly and the product changes each time. We have a better understanding of our baseline now (i.e., "what's good" and "what's bad" in terms of customer feedback). There's less guesswork internally; there are fewer assumptions being made. As an added plus, I've been able to visualize Chattermill data in a way that is easily digestible to others in the company, so it has helped us build a culture that understands data and is motivated by it. ### 45. easy **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** December 21, 2020 **What do you like best about Chattermill?** it's intuitive and simple to use. I like that it's constantly improving. **What do you dislike about Chattermill?** It would be great to have a chatbot for help in the interface **What problems is Chattermill solving and how is that benefiting you?** cross-feedback insights ### 46. Chattermills data Text analytics drives great actionable Insight **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** 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 **Recommendations to others considering Chattermill:** Think about what other tools you can use Chattermill in conjunction with & ensure the data flow properly into Big Query tables - this ensures you can match text analysed data to your internal business metrics with greater ease **What problems is Chattermill solving and how is that benefiting you?** Chattermill has been great to understand our Review data in greater depth. In this way, we can more effectively work to better service our customers and business partners. On the Customer side, we better understand their expectations of our product, we can quantify the demands on our product ### 47. Allows you to synthesise and act on large volumes of qualitative feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 19, 2020 **What do you like best about Chattermill?** It's great for high-level insights and sentiment analysis. **What do you dislike about Chattermill?** The accuracy of tagging improves over time, but it can take a little while to get going. **Recommendations to others considering Chattermill:** It's worth spending time thinking about the theme structures that you would like to implement. **What problems is Chattermill solving and how is that benefiting you?** Identification of which features are driving positive sentiment, and which have scope for improvement. ### 48. Chattermill helps us to keep our website in check! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Printing | Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2019 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** 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 **What problems is Chattermill solving and how is that benefiting you?** Chattermill solves a problem by providing qualitative feedback from our customers, which we would not have seen otherwise. This helps particularly in my role for site experience, because often if an issue isn't delivery/physical quality based then a customer would not contact us with feedback. ### 49. Easy to use customer experience analytics **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2019 **What do you like best about Chattermill?** The very straightforward page setup - I 'teach' using Chattermill multiple times a year to new interns and they almost always know it instinctively. **What do you dislike about Chattermill?** 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). **Recommendations to others considering Chattermill:** Super easy to use, and great customer service! **What problems is Chattermill solving and how is that benefiting you?** All customer reviews that come in every day are categorised automatically, and only checked sporadically by an intern. This saves loads of work, and I can see that the algorithm really uses the right categories almost always. ### 50. Scale your user insights **Rating:** 4.5/5.0 stars **Reviewed by:** Pedro M. | Public Relations Analyst, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** March 17, 2019 **What do you like best about Chattermill?** 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. **What do you dislike about Chattermill?** So far we have been happy customers and do not dislike anything in particular. **What problems is Chattermill solving and how is that benefiting you?** We couldn't categorize manually NPS as we used to do in the past, simply because the volume grew too fast for us to adapt our process. So Chattermill allowed us to keep the NPS at the core of our product decisions even as we scaled. A second type of problem we solve is "investigative analysis". Let's say if a branch of your business over performs and you're trying to understand what changed, what moved the needle, then Chattermill helps " explore" the topic seeing how categories moved week on week. ## Chattermill Discussions - [What is Chattermill used for?](https://www.g2.com/discussions/what-is-chattermill-used-for) - 1 comment - [View Chattermill pricing details and edition comparison](https://www.g2.com/products/chattermill/reviews?page=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-20+19%3A15%3A08+-0500&secure%5Bsession_id%5D=94d64898-78a8-4985-ac12-a95b28d4430b&secure%5Btoken%5D=ceb8e85bc5a5db2ccc1b428ebb0df7e5bf8ae92643294f62fe48455d7d78151a&format=llm_user) ## Chattermill Integrations - [Aircall](https://www.g2.com/products/aircall/reviews) - [Alchemer Survey](https://www.g2.com/products/alchemer-survey/reviews) - [Appfigures](https://www.g2.com/products/appfigures/reviews) - [AskNicely](https://www.g2.com/products/asknicely/reviews) - [Bazaarvoice](https://www.g2.com/products/bazaarvoice/reviews) - 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[zenloop](https://www.g2.com/products/zenloop/reviews) ## Chattermill Features **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Setup** - Integration - Maintenance - No-Code **Generative AI** - AI Text Generation - AI Text Summarization **Survey Management** - Brand Design Consistency - Survey Deployment - Feedback Collection - Device Responsiveness **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Data** - Security - Data Visualization **Process Management** - Feedback Aggregation - Trigger Alerts - Real-Time Analysis - Real-Time Action **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Analysis** - Automation - Named entity recognition - Keyphrase Extraction - Topic Analysis - Sentiment Analysis - Language Identification - Syntax/Part of Speech Parsing **System Management** - Security - System Monitoring **Customization** - Pre-Built Parameterization - Custom Extension - Compositionality **Generative AI** - 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