--- 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. Very useful insight for our business **Rating:** 4.5/5.0 stars **Reviewed by:** Alex R. | CX Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about Chattermill?** The ease of filtering, seeing a summary and being able to see individual feedbacks **What do you dislike about Chattermill?** Sometimes there are too many filters and options to use. The summary can also sometimes be a little too words or similar to the others. **What problems is Chattermill solving and how is that benefiting you?** Being able to see what is currently affecting our customers and why ### 2. Excellent Software **Rating:** 5.0/5.0 stars **Reviewed by:** Darrio E. | Data Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2024 **What do you like best about Chattermill?** I like the fact that it's realtime and gives me valuable results at the snap of a finger **What do you dislike about Chattermill?** That its not able to fully understand human emotion in when persons leave reviews so some data is still misclassified. **What problems is Chattermill solving and how is that benefiting you?** Understanding what consumers are saying about my products and if any issues arrises the time in whichh i can address them is shorter. ### 3. Exceptional ability to drive insights from Chattermill **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about Chattermill?** I like how many insights we can get from chattermill through different survey methods and how we can use it to compare customer sentiment during different time periods, track the impact of various products, etc. **What do you dislike about Chattermill?** There are sometimes issues with tagging data in Chattermill, and sometimes issues with being able to load data correctly in Chattermill. For instance, our customer flag for a certain customer segment at one period in time was not matching the same flag for data in our data warehouse. **What problems is Chattermill solving and how is that benefiting you?** Chattermill helps us determine how customers really feel about aspects of our business to allow us to understand the impact of various problems and programs that we are testing, such as our returns process or our sale policies. ### 4. Great tool for feedback analytics **Rating:** 4.0/5.0 stars **Reviewed by:** matias d. | CRM & Lifecycle Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Chattermill?** It's interface is easy to use with good analisis automations based on feedback given by customers. **What do you dislike about Chattermill?** The report builder coul de more intuitive for new users. **What problems is Chattermill solving and how is that benefiting you?** It helps our company do review & feedback analytics from various platforms easily. ### 5. A game changer to understand your clients engagement **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 27, 2024 **What do you like best about Chattermill?** The core features work efficiently and the level of customisation allows us to have the picture definition required to understand how we're doing, how and where to look for improvements. The analytics features are extremely accessible and flexible. Nice ux, from visuals to navigation. **What do you dislike about Chattermill?** Some smarter feature are yet to be perfected, but we know it's wip **What problems is Chattermill solving and how is that benefiting you?** Chattermill helps us identify levers to improve our product and services in the direction our cloients expect us to, while also allowing us to identify opportunities to improve towards acquisiont of new clients, the latter is possible thanks to the filters and taxonomy that let us better understand and address specific segments. ### 6. Responsive API support team **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2024 **What do you like best about Chattermill?** When working with the API, we did encounter some snags but the team at Chattermill were VERY responsive and were able to identify and resolve the issues very quickly on their side. This gave us confidence in the feedback loop and importance they give to their product and overall developer experience. **What do you dislike about Chattermill?** It would be nice to have a data dictionary or list of definitions for Chattermill specific fields. This is purely from the perspective of the data team who ingests this data and exposes the data as dbt models, of which we would want meaningful definitions of some of the data points for our internal data catalog. **What problems is Chattermill solving and how is that benefiting you?** The Business Analysts use the Chattermill data to gather better insights ### 7. It's a great tool to collect users feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Fayrouz A. | UX Researcher, Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2024 **What do you like best about Chattermill?** How it gather feedback from different resources in one place! The ability to apply many filters as needed to view relevant insights. **What do you dislike about Chattermill?** The learning curve might be a bit steep, especially in creating dashboards and reports **What problems is Chattermill solving and how is that benefiting you?** quantifying quantitive insights ### 8. convenience simplicity quality **Rating:** 5.0/5.0 stars **Reviewed by:** Татьяна . | Project Manager CX, Enterprise (> 1000 emp.) **Reviewed Date:** January 31, 2025 **What do you like best about Chattermill?** Ease of use, high quality information, user-friendly interface, comfortable communication with the team **What do you dislike about Chattermill?** Sometimes it doesn't analyze direct speech correctly. **What problems is Chattermill solving and how is that benefiting you?** Analyzing customer feedback, identifying statistically important deviations, and searching for insights ### 9. Great platform for analyzing customer feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Victor U. | Research Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Chattermill?** Chattermill offers a user-friendly interface, advanced analytics capabilities, and customization options for managing customer interactions/reviews/feedback. Its integration with various CRM and data management systems enhances its utility, making it an attractive option for companies looking to centralize their customer communication data. Furthermore, the support provided by the Chattermill team is a significant asset. **What do you dislike about Chattermill?** The cost is the main attribute that I dislike about Chattermill. **What problems is Chattermill solving and how is that benefiting you?** Feedback/ reviews centralizing and analyzing. ### 10. A powerful tool to know what's going on **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about Chattermill?** I really love how smart Chattermill is in understanding client's feedback trends. The accuracy of the reports are game changer. **What do you dislike about Chattermill?** Such a complex product is sometimes hard to hand at first. Setting it up may be complex, but as soon as you practice, you get used to it. **What problems is Chattermill solving and how is that benefiting you?** Chattermill helps me to deep dive on customer feedbacks from multiple sources. Instead of reading each individual feedback from each source, I just need to set up a report. This is game changer because it highlights trends you wouldn't have paid attention to, and therfore you can arrange your approach to tackle issues individually. ### 11. Great way to keep a pulse on your customers **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2019 **What do you like best about Chattermill?** I like how it has the ability to tag and sort customer feedback so it can easily be searched/found. **What do you dislike about Chattermill?** The interface can feel a bit busy in some places. **What problems is Chattermill solving and how is that benefiting you?** For us, it's a great way to find and identify friction in the customer journey. It's helped us uncover some issues that we never would have known about otherwise. ### 12. Great and intuitive. **Rating:** 4.0/5.0 stars **Reviewed by:** Erin G. | Team Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2024 **What do you like best about Chattermill?** I love the summarize feature of the tool. **What do you dislike about Chattermill?** Need to improve on report building to be more comprehensive. **What problems is Chattermill solving and how is that benefiting you?** Getting the sentiments of our customers through contact reasons/tagging. ### 13. One stop shop for user feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Chattermill?** It's sentiment analysis and the score attributed. I use it quite frequently to aid my other qual/quant work . **What do you dislike about Chattermill?** It's more complex to perform thematic/topic analyses. It takes a bit of set up to do topic implementation. **What problems is Chattermill solving and how is that benefiting you?** It's easy to keyword search and spot the exact verabtim users use to explain their experience. Enriches my work as a researcher. ### 14. Chattermill is committed to helping users make sense of the data. **Rating:** 3.5/5.0 stars **Reviewed by:** Mike H. | Senior Business Analyst - Data, Enterprise (> 1000 emp.) **Reviewed Date:** October 31, 2024 **What do you like best about Chattermill?** Customer insights are easier to distill with Chattermill. **What do you dislike about Chattermill?** Sentiment analysis is often tricky, and you have to have a gameplan to incorporate the summarized feedback, otherwise you're just spenging money on tech you're not using. **What problems is Chattermill solving and how is that benefiting you?** Chattermill solved the problem of sentiment analysis of our product in submitted customer reviews. It was very useful for that purpose. ### 15. Great tool to collect customer feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2024 **What do you like best about Chattermill?** Chattermill helps my company to collect customer inisghts from different sources (ratings platforms, customer tickets, NPS). We use chattermill to analyse data and also appreciate the automation with Slack. **What do you dislike about Chattermill?** Their translation tool needs to be improved. **What problems is Chattermill solving and how is that benefiting you?** Chattermill allows us to easily gather customer feedback in one place. It also makes reporting easier as all the employees can have access to our dashboards. ### 16. User friendly and functions as we need it to **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2024 **What do you like best about Chattermill?** We are a franchise business with many studios and we are able to have a separate chattermill for each account but also look at everything in one place too centrally. **What do you dislike about Chattermill?** Not the most exciting platform to look at visually **What problems is Chattermill solving and how is that benefiting you?** Able to gather reviews and feedback anonymously to ensure we better our studios ### 17. Like it **Rating:** 4.0/5.0 stars **Reviewed by:** Sandrine G. | CSM, Enterprise (> 1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about Chattermill?** Easy to use interface that transforms complex customer feedback into clear, actionable dat **What do you dislike about Chattermill?** Limited customization options for some advanced analysis needs **What problems is Chattermill solving and how is that benefiting you?** It benefits us by automatically transforming open-ended feedback into actionable insights, helping identify trends and pain points directly from customer feedback . ### 18. Great system **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2024 **What do you like best about Chattermill?** Being able to see trends in submitted feedback on country-level and team-level **What do you dislike about Chattermill?** Sometimes I make changes in a feedback report and the changes don't show in dashboards where the reports are linked, or it takes a long time to load. **What problems is Chattermill solving and how is that benefiting you?** Summarising feedback and showing trends ### 19. usrful and easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Yanyi C. | OPS, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2024 **What do you like best about Chattermill?** lots of clear data and easy to use. It is useful **What do you dislike about Chattermill?** it is not fast enough, the analysis can be more detail sometimes **What problems is Chattermill solving and how is that benefiting you?** analyse the feedback from guest. It can improve our perfermance ### 20. Very easy to use! Love the information **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Enterprise (> 1000 emp.) **Reviewed Date:** May 05, 2022 **What do you like best about Chattermill?** I like how easy to use, I love the updates as well. **What do you dislike about Chattermill?** Nothing so far! Everything is updated constantly so there's always improvement **What problems is Chattermill solving and how is that benefiting you?** Surveys, getting proper information and feedback ### 21. Great to understand Customer perception! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Enterprise (> 1000 emp.) **Reviewed Date:** February 20, 2024 **What do you like best about Chattermill?** Chattermill has proven to be an invaluable tool for our customer feedback analysis. The platform is user-friendly, super easy to navigate, even for those without extensive data analysis experience. One of the standout features of Chattermill is its advanced analysis capabilities. The tool accurately captures and interpretes customer's sentiments from a variety of sources, providing us with valuable insights into customer satisfaction and areas that need improvement. Chattermill has become and integral part of our VOC-Customer Experience. Its robust features, ease of use, and excellent support make it a standout choice for businesses looking to harness the power of customer feedback to drive positive change to all industries. **What do you dislike about Chattermill?** I believe there are some areas of improvement in regards to the packages you offer to your customers. In order to have accurate data, we need a variety of sources and sometimes they might be limited. **What problems is Chattermill solving and how is that benefiting you?** Capture customer perception and we weren't taking into consideration for QA and Product Development areas. ### 22. Useful Customer Feedback Sotware **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2024 **What do you like best about Chattermill?** Ability to research customer feedback for my product and utilizing competitive landscape to write useful copy **What do you dislike about Chattermill?** It is a tad manual, suggested edits can be clunky **What problems is Chattermill solving and how is that benefiting you?** We are a consumer goods business, chattermill helped us understand how our copy compared with the competitors and how we could improve it ### 23. User friendly, insightful analysis tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2022 **What do you like best about Chattermill?** The tool is highly intuitive - search and filter functions especially! Our Customer Success Manager is extremely supportive and helpful, and the dashboard functionality allows for powerful and flexible analysis. **What do you dislike about Chattermill?** There aren't many downsides as far as we've found. It would be nice to be able to import ad-hoc surveys or pieces of text into the tool for analysis, however I believe this is something Chattermill does offer for additional cost. **What problems is Chattermill solving and how is that benefiting you?** We gather all of our onsite survey feedback through another tool with limited analytic capabilities. As we have a wealth of data, Chattermill allows us to extract themes and insights without reading every piece of feedback and manually grouping these. As such, it saves a lot of time. It also allows us to track and compare sentiment across periods to see where we are improving/worsening. The search and filter functionality helps us quickly find feedback about specific features, which is extremely helpful. ### 24. Chattermill: Transforming Customer Insights and Elevating Guest-Centricity **Rating:** 5.0/5.0 stars **Reviewed by:** Julia Katharina Z. | Senior Customer Insights Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2023 **What do you like best about Chattermill?** I have had the privilege of utilizing the Chattermill Unified Customer Intelligence Platform for some time now, and I must say that my experience has been nothing short of exceptional. This software has not only revolutionized the way we understand our guests but has also propelled our company's guest-centric approach to an entirely new level. The Chattermill platform's ability to seamlessly unify customer feedback data from various sources such as reviews or support tickets is remarkable. This holistic approach enables us to truly delve into the minds of our guests, understanding their desires, needs, and expectations in a way that was previously unimaginable. Gone are the days of struggling to make sense of scattered feedback; Chattermill presents a clear and comprehensive picture of our guests' sentiments. What truly sets Chattermill apart is its ingenious use of deep learning artificial intelligence to analyze vast quantities of guest data at an unprecedented scale. The actionable insights generated from this analysis have proven invaluable in guiding our strategic decisions. With Chattermill's assistance, we are able to identify trends, patterns, and pain points that might have otherwise gone unnoticed. This has fundamentally transformed our company's perspective, placing the guest experience at the forefront of every decision we make. Before Chattermill, understanding our guests was akin to exploring a black box. The sheer volume of reviews and feedback made manual analysis an impossible feat. Chattermill's capabilities have turned this scenario on its head, allowing us to not only handle the influx of feedback effortlessly but also extract actionable insights from it. The platform has, without a doubt, played a pivotal role in reshaping our organizational structure. We are no longer just a company; we are a guest-focused enterprise, attuned to the nuances of our guests' needs and aspirations. Thanks to Chattermill, our company goals are now intricately woven around our guests. Their feedback guides our product development, guest support strategies, and overall business direction. Chattermill has led to a transformation of our company culture, infusing it with a renewed dedication to understanding and serving our guests better than ever before. In conclusion, my experience with Chattermill has been a game-changer. The platform's ability to unearth insights from customer feedback has elevated us from a company that merely provides products and services to a company that thrives on the genuine happiness of its guests. Without Chattermill, achieving this level of guest-centricity would have remained an elusive dream. If you're seeking a solution that truly understands the pulse of your customers and helps you steer your business toward their needs, I wholeheartedly recommend giving Chattermill a try. It's a decision that has the potential to reshape your company's trajectory in the most profound way imaginable. **What do you dislike about Chattermill?** Unfortunately it's currently not so easy to connect various data-sources to Chattermill or to upload and enrich the Chattermill data with further data that might be available within the own company. **What problems is Chattermill solving and how is that benefiting you?** Chattermill has redefined how we tackle challenges at our company. This software doesn't just solve problems; it transforms them into opportunities for improvement. One of its standout features is the way it addresses prioritization. By analyzing customer feedback data, Chattermill pinpoints the most crucial issues faced by our guests, enabling us to allocate resources strategically and enhance their experience effectively. Beyond problem identification, Chattermill delves deeper by uncovering the origins of issues. This comprehensive understanding allows us to create targeted solutions that address root causes, fostering lasting improvements. What truly sets Chattermill apart is its ability to guide our future direction. By analyzing feedback across various touchpoints, it paints a clear picture of our guests' desires, empowering us to innovate confidently and align our growth strategies with their expectations. In essence, Chattermill is a game-changer that has revolutionized how we engage with guest feedback. It not only helps us solve problems but also illuminates paths for growth. Its prowess in prioritization, uncovering origins, and shaping future development makes it an indispensable tool for any organization aspiring to be customer-centric. With Chattermill, challenges become stepping stones toward progress, propelling businesses to new levels of excellence. ### 25. Powerful tool **Rating:** 5.0/5.0 stars **Reviewed by:** Özgür G. | Senior Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2019 **What do you like best about Chattermill?** I like how Chattermil can turn thousands of unstructured data into meaningful insights with almost %100 accuracy. **What do you dislike about Chattermill?** I wish the tool could detect a specific pattern of keywords (probably the ones go to other) and automatically create a category for it or an alert maybe. **What problems is Chattermill solving and how is that benefiting you?** I can quickly identify the pain points and what's driving negative sentiment and take actions accordingly. ### 26. Really like it **Rating:** 4.0/5.0 stars **Reviewed by:** Stelios K. | Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Chattermill?** I like the amount of segementation you can apply. **What do you dislike about Chattermill?** Sometimes the tagging is wrong and is tagged with too many themes. In the most part the correct theme is there but often it includes other unrelated themes **What problems is Chattermill solving and how is that benefiting you?** Helping me to quantify user issues from user verbatim in order to cut through internal stakholder noise and make the right priority calls. ### 27. Scaleable insights **Rating:** 5.0/5.0 stars **Reviewed by:** Kornel W. | Enterprise (> 1000 emp.) **Reviewed Date:** December 15, 2023 **What do you like best about Chattermill?** It is helpful to understand a big number of cutomers feedback if you really want to know how you can develop your customer support. The tool is really easy to use. **What do you dislike about Chattermill?** The translation into some languages could be enhenced to get better data. **What problems is Chattermill solving and how is that benefiting you?** Understranding a big number of data ### 28. Ensuring VOC insights have an impact across the organisation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Photography | Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Chattermill?** The granularity of the data and the ability to segment the feedback into customised categories and themes is extremely powerful when you are looking at improving very specific areas of your operation. The data really helps to validate assumptions or known issues, making these more likely to be addressed or prioritised when the impact is directly quantifiable in terms of actual NPS, CSAT, Customer Sentiment etc. **What do you dislike about Chattermill?** No dislikes - the platform can take time to master due to the number of options and possibilities in utilising the data, so this can impact adoption across the rest of the business... however the Chattermill team are always on hand to assist. **What problems is Chattermill solving and how is that benefiting you?** Improving VOC engagement across the organisation and helping to improve very specific pain points based on the sentiment associated with a specific process, product, or area of the platform. ### 29. intuitive interface but some processes are quite "clicky" **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2023 **What do you like best about Chattermill?** intuitive and very visual interface. I like how we can see the data in different ways, and really tailor what we need **What do you dislike about Chattermill?** I remember when creating new dashboards, the process was very clicky, a lot of back and forth when adding a new feature, etc **What problems is Chattermill solving and how is that benefiting you?** I use it to measure our business's NPS week on week, month on month and year on year :) ### 30. Very happy with Chattermill and their proactive customer service! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2022 **What do you like best about Chattermill?** I have tried several other software to help me analyse the feedback of our clients and none has proved this specific and accurate. I love the possibility to personalise the Themes and creating Workflows! **What do you dislike about Chattermill?** I think that the main improvement could be a stronger integration of AI capabilities in order to improve Theme and Sentiment analysis. Also, I'd love to see even more integrations with other software. **Recommendations to others considering Chattermill:** If you have any doubt, do not hesitate to contact their incredible customer service! **What problems is Chattermill solving and how is that benefiting you?** Chattermill helps me create a more shadowed and complex picture of clients' feedback. Before Chattermill, I was used to analysing the data myself, which was tedious and time-consuming. ### 31. Excellent platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2024 **What do you like best about Chattermill?** Excellent for spotting customer patterns by breaking data into themes. Very easy and clear to use. Great at manipulating customer data. **What do you dislike about Chattermill?** No downsides - Chattermill is really easy to use, I use it every week and I enjoy using the platform. **What problems is Chattermill solving and how is that benefiting you?** Manipulating customer feedback into clear categories and themes. ### 32. Reference point for customer feedback analysis **Rating:** 4.0/5.0 stars **Reviewed by:** Antonello C. | dottore, Apparel & Fashion, Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Chattermill?** This software has greatly improved our customer feedback process. Thanks to its interface, it 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 is important to our customers. The Chattermill support team is always available to help with any questions or issues we may have. **What do you dislike about Chattermill?** It presents some difficulty in changing the structure of themes/categories: we are a startup that is growing very quickly, so things change rapidly, and it is important for us to have the same agility in changing these structures to better understand our customers. Perceptions change, and the theme structure does not follow this trend. **What problems is Chattermill solving and how is that benefiting you?** Chattermill allows us to quickly and accurately identify trends in our customers' feedback, something we wouldn't have been able to do on a large scale ourselves. Now we are able to understand what causes friction in our interactions with customers and act more quickly than before. This has allowed us to prevent at-risk customer churn and significantly improve our customer experience. ### 33. Incredibly useful to run in-depth analytics of customer feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** August 23, 2023 **What do you like best about Chattermill?** Chattermill really allows you to power through customer feedback in a productive way, balancing a bird's eye view (through analytics), and the possibility of being very granular, reading specific sub-sets of comments **What do you dislike about Chattermill?** I don't think the AI-powered "insights" feature is accurate enough yet, sometimes can be misleading. Also, the error rate for comment categorization is higher for Spanish than for English (but still very much reliable). **What problems is Chattermill solving and how is that benefiting you?** Analysing large quantities of customer feedback across a variety of sources and topics. ### 34. Pretty good for customer satisfaction **Rating:** 4.0/5.0 stars **Reviewed by:** Annemarie J. | Enterprise (> 1000 emp.) **Reviewed Date:** August 23, 2023 **What do you like best about Chattermill?** You can easily filter on categories of your company to filter out which CSATs you want to see. **What do you dislike about Chattermill?** The integration with Zendesk is on some fronts quite minimal, so it's quite hard to find the CSATs per user. But with a bit of searching it is doable. **What problems is Chattermill solving and how is that benefiting you?** You can easily check customer and partner satisfaction rates this way, to incorporate it for monthly business reports and such ### 35. Platform for Analyzing Customers data, review and feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Suvi P. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2023 **What do you like best about Chattermill?** It analyses that how the customer is having a journey with our business. It even monitors the real-time feedback of the customer. And it even gives a structured insight into the business. **What do you dislike about Chattermill?** Sometimes we were facing integration issues with our application, otherwise, it has nothing we can dislike. **What problems is Chattermill solving and how is that benefiting you?** We are easily getting feedback on our application and insights on the same. We are getting the analytics on the different touchpoints. And as it is using NLP, it can even tell how customers are feeling about our product. ### 36. Quick, friendly and useful insights extraction **Rating:** 5.0/5.0 stars **Reviewed by:** MP D. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 30, 2023 **What do you like best about Chattermill?** It is awesome how simple the UI is to use. It helps me to comprehend information and make judgments rapidly. The support staff is outstanding and always available to help me with any queries I may have. **What do you dislike about Chattermill?** When attempting to change the structure of topics or categories, we encounter difficulties. We must have the ability to alter these structures in order to better understand our clients. **What problems is Chattermill solving and how is that benefiting you?** The entire experience for our consumers has been improved, we are now able to prevent them from leaving by promptly fixing their concerns as they emerge. ### 37. Amazing tool to help consolidate and visualize all your data! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2023 **What do you like best about Chattermill?** Easy to build dashoards and ways to visualize / share data **What do you dislike about Chattermill?** There is little flexibility on the dashboard visualizations (e.g colors, size of charts, annotation boxes, etc.). **What problems is Chattermill solving and how is that benefiting you?** It takes out the time consuming nature of analyzing open ends, while also providing a space to easily see / compare your data across various sources. ### 38. Easy to navigate, great tool! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2023 **What do you like best about Chattermill?** You can easilty download the data you need in a vary of formats including: pdf, png, csv - which is super helpful. It also creates muliple ways to view the data too (including theme and phrase analysis). **What do you dislike about Chattermill?** The only downside is that it does not anonymise customer data in the comments they leave, which can add extra steps to the analyse sharing process **What problems is Chattermill solving and how is that benefiting you?** What our customers are saying and using this data to help us solve problems with our current product and service ### 39. Great tool to capture internal & external feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Bella G. | AI Program Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 23, 2023 **What do you like best about Chattermill?** Capturing & quantifying qualitative data - so so valuable for a customer facing business & a fast moving business like ours! **What do you dislike about Chattermill?** I would like to see Chattermill build some tools in to help product managers prioritise the qualitative feedback that is inputted **What problems is Chattermill solving and how is that benefiting you?** Quantifying qualitative feedback! ### 40. Impressed with its capabilities **Rating:** 4.5/5.0 stars **Reviewed by:** Alex C. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Chattermill?** I recently started using Chattermil and I am extremely impressed with its capabilities. The platform provides seamless communication channels and greatly improves team collaboration. The interface is user-friendly and intuitive, making it easy for everyone to adapt. **What do you dislike about Chattermill?** Like any software platform, Chattermill may have occasional usability issues that can impact user experience. This might include slow loading times, occasional glitches, or difficulties in performing certain actions **What problems is Chattermill solving and how is that benefiting you?** Chattermill helps us tackle the challenge of analyzing large volumes of customer feedback. Understanding customer sentiment is crucial for our businesses. ### 41. Helped us to analyze of all customer reviews **Rating:** 5.0/5.0 stars **Reviewed by:** Gözde A. | Customer Experience Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2022 **What do you like best about Chattermill?** it has a really good userfriendly interface. Tagging and analyzing texts are very successful **What do you dislike about Chattermill?** We had some connection problems and creating dashboard can be hard **Recommendations to others considering Chattermill:** Chattermill is a very useful tool for text and sentiment analysis. **What problems is Chattermill solving and how is that benefiting you?** analyze customer reviews and understand of customer needs ### 42. Power packed AI tool **Rating:** 5.0/5.0 stars **Reviewed by:** Saurabh P. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 05, 2023 **What do you like best about Chattermill?** Its helps in delivering real time actionable insights، customer data by giving central hub of intelligence for everything customer related to the organisation ۔ **What do you dislike about Chattermill?** There is a tight competition and chattermill overchare a little۔ **What problems is Chattermill solving and how is that benefiting you?** It helps in identifying thr problems we face with customer data and achieving the desired goals ۔ ### 43. Amazing tool for exploring consumer sentiment and feedback **Rating:** 4.5/5.0 stars **Reviewed by:** Rosie B. | Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 10, 2022 **What do you like best about Chattermill?** The best part about Chattermill is the ability to really drill down into what your customers are saying. The way my company has set up the tool means we have various sources of feedback from a widget to actual surveys & ratings and it's really easy to filter out areas you're not interested in and create custom reports. I not only used it for my day to day job to understand how our customers feel about certain topics that relate to my product area, but also recently was able to use it as part of the Hackathon to search by a specific term related to our project & the problem we were trying to solve. **What do you dislike about Chattermill?** As with all these tools, sometimes I think the accuracy of the interpretation of the message isn't quite helpful. For example we might get a positive "images of the dishes" but I don't know if the positive review is about the images, or about something else and they want images of the dishes. A bit more granularity would be good on how to interpret the sentiment where it's not super clear **Recommendations to others considering Chattermill:** Make sure you save dashboards and get a full walk through of the functionality! **What problems is Chattermill solving and how is that benefiting you?** Chattermill is used across the business for many reasons, but for myself as a product manager I want to hear the voice of the customer and get their direct, unbiased and unfiltered feedback ### 44. Easy to get really powerful insights into your customer feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Jasper L. | Senior Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 23, 2022 **What do you like best about Chattermill?** You just upload all of your feedback and it's automatically categorised. **What do you dislike about Chattermill?** I'd like to be able to train it to recognise my context. For example, our product gives users verbal coaching. Sometimes user feedback mentions this voice which is interpreted by Chattermill as our customer service team **What problems is Chattermill solving and how is that benefiting you?** Understanding mixed sentiment is the biggest benefit here. It allows us to indentify the things that are causing customers to be neutral and the things we need to do to turn them into promoters ### 45. Chattermill makes my work more efficient **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Chattermill?** Chattermill analysis makes it so much easier and faster for me to break down key themes in the data. I am able to efficiently identify areas our homeowners need to improve to help provide a better guest experience, which will hopefully lead to a positive review of their vacation rental. Chattermill drastically cuts down the time it would take me to do that on my own. **What do you dislike about Chattermill?** One downside of Chattermill is that at times the analysis will think that a word or phrase in a review is negative when it is actually positive. However, because of the wording, Chattermill reads it as a negative word/phrase. This can throw off some of the analysis of the owner's reviews, but it doesn't happen too often. **What problems is Chattermill solving and how is that benefiting you?** Chattermill is working with our Customer Insights team to work on ensuring that the analysis is correctly labeling words in the guest's reviews as positive or negative. ### 46. Chattermill **Rating:** 4.0/5.0 stars **Reviewed by:** Emma L. | Reviews Advisor, Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Chattermill?** I like how individualized you can make your searches on Chattermill. You can really tailor the data to what you need. **What do you dislike about Chattermill?** Our team uses Chattermill to look at reviews received for vacation rentals. Some feedback can show up as "private" on the listing, but there is no deliniation on Chattermill regarding where the public review starts and where the private section starts. **What problems is Chattermill solving and how is that benefiting you?** Solving the problem of being able to look at data that typically exists on multiple different platforms all in one. I love being able to apply the same filters to different data sets. ### 47. Excellent product to analyse users feedbacks **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2019 **What do you like best about Chattermill?** We've had the tool for several years now and we're still very satisfied with it. The interface is clear, and they did a lot of Product evolutions since we began with them. Everything is easy to use and it enables us to see things we could not before. **What do you dislike about Chattermill?** Nothing bad to really report on. It has always been simple with Chattermill since the implementation. **What problems is Chattermill solving and how is that benefiting you?** Evolutions of our users' complaints, and get alerted of new problems mainly. This helps drive our Product roadmap. Also gives nice reporting views that we can easily show to the other stakeholders. ### 48. Chattermill is a great tool that makes customer sentiment easy to understand. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Photography | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2022 **What do you like best about Chattermill?** Chattermill has a great visualisation tool that you can use to analyse large sets of data. Chattermill helps you to see the areas in your business that may need more attention or improvement. It also helps you to understand what your customers feel is great about your business. The Net Sentiment metric is extremely useful to see where you fall short. **What do you dislike about Chattermill?** From using the tool currently, there doesn't seem to be very much that I dislike. Our business doesn't have every channel open to collect data and feedback, we take data via typeform, we're aware of the other channels you can use the data for (social media etc) but as we've been using Chattermill for less than a year, we are still looking to make the most of the tool. **Recommendations to others considering Chattermill:** If you want to dive deeper into data and listen to the feedback of your customers, Chattermill is a great tool to help you do so. **What problems is Chattermill solving and how is that benefiting you?** We are seeing in the graphics and charts that some areas of our business could be developed or improved on. The analysis from the themes are certainly helping us to drive improvement in all areas of our business. We are using this data to report to our senior level teams. ### 49. Great tool for discovery **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2022 **What do you like best about Chattermill?** The most helpful thing I have found so far with Chattermill, is that comments are pre-categories for you into both sentiment and themes, saving you lots of time during analysis! This gives you more time to get into the finer detail without this topline work. We have also just started to use dashboards, these seem to also be a handy tool to pinpoint when sentiments change to help fix live problems. **What do you dislike about Chattermill?** Not everything is 100% clear how to do/find things, but once you figure it out it feels easy to use. There could be a tutorial on the page for how to guide? **What problems is Chattermill solving and how is that benefiting you?** Through chattermill's theme analysis, I was able to search for a key word to the business and straight away be able to see sentiment score, themes of comments linked to that word and read each one without having to do any counting or working through data myself. This gave us a great start to our project and helped us to produce a hierarchy of what needed to be fixed first. ### 50. Great product, great support, the best experience **Rating:** 4.5/5.0 stars **Reviewed by:** Kaspars K. | Junior Process Master, Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2022 **What do you like best about Chattermill?** The customer feedback feature is the one we most like about Chattermill. Aggregating the CSAT scores is the best feature. **What do you dislike about Chattermill?** The UI could be a little less "polished"; I think it feels a little sterile. A little hard to find settings. It would be nicer if everything wouldn't be hidden behind menues. **What problems is Chattermill solving and how is that benefiting you?** Using it to centralise and analyse all customer feedback becomes much easier with Chattermill. Time: Before, on average, eight human hours are spent once a week to compile a CSAT analysis. 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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** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - 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