"Chattermill lets us see the big picture when it comes to what our customers are saying. We want to radically improve people’s relationship with money. Garnering insight from our customers' feedback is at the core of how we do this."

Nuances in language are of paramount importance for Cleo. With a rapidly growing user base in two diferent countries, with cultural diferences in slang and speech, we needed a way to understand customer feedback at a granular level.

We also wanted to determine factors that were driving our NPS in the UK and the US.

Chattermill's technology helped Cleo analyse in-app customer feedback from the start, being the key solution to identify high level feedback on different areas of the product.

Chattermill helped Cleo measure the success of new features. One of our most popular features – Roast Mode – was inspired by spending time listening to the feedback from our Cleo Community. Chattermill signalled that feature as a hit once the tags “Tone of Voice” and “Levels of Engagement” came out as two of our most popular.

Chattermill also signalled to the team that there was strong demand for a dedicated app. As a result, Cleo went away and built one. Cleo built their most popular features to date as a result of clear and easily accessible feedback insights provided by Chattermill.

When a user types, ‘Roast Me’ to Cleo, she will respond with all sorts of grief-oriented comments related to your spending habits. Chattermill highlighted that it’s Cleo's most popular feature to date based on positive net sentiment, and confirmed the case for developing a distinctive tone of voice.