“Chattermill has played a pivotal role in swifly spotting operational issues to enhance our physical product and the online experience.”

Before Chattermill, ManoMano was facing a challenge integrating emotional customer feedback into a their decision-making processes. With that, came issues around analysing massive quantities of unstructured feedback data at scale, in near real-time, as well as building a single source of truth to empower each team to take action based off of customer insights.

Chattermill's custom-built and trained AI models were the desired solution to analyse what customers were saying in the most granular way possible.

ManoMano leveraged Chattermill's cutting-edge technology to analyse their customer feedback in near real-time to detect theme and sentiment within each piece of customer feedback. This level of granular insight, coupled with company-wide tracking and reporting of customer experience trends, helped ManoMano understand the ‘why’ behind survey scores.

That insight helped ManoMano not only gain a deeper understanding of their customers and identify the underlying root causes of their challenges, but also scaling a customer-centric culture internally across the organisation. As a result, ManoMano can more confidently determine strategic priorities based on evolving and dynamic real customer experience needs, making sure they're building what their customers want.