"Chattermill enables our team to uncover customer insights deeper than ever before and focus on the key factors that make a difference to our users and drive our growth."

By 2015, Transferwise’s growth made it impossible to keep manually interpreting customer feedback. The company needed a better way to analyse huge volumes of comments in multiple languages.

Given that Transferwise operated their money transfer service in over 69 countries, the volume of customer feedback was too great and too diverse to be copied and pasted into Google Translate and analysed manually. Nevertheless, as customer feedback was directly linked to growth, the company needed to fully understand what their customers were saying about their product.

Chattermill text analytics and bespoke AI models enabled Transferwise to analyse feedback in all languages they received customer responses in, providing near real-time and granular insights into what their customers were feeling at any point in time.

Transferwise was also able to integrate with existing tools and systems internally, making it effortless to embrace and scale a data-driven culture focused on their customers throughout the whole company.

By relying on Chattermill, Transferwise was able to better prioritse new features based on what would improve NPS, and focus their efforts on building that which was clearly what customers wanted. Not only did that focus help motivate teams but also helped them more clearly validate and agree on decisions, which is a testament to the company's rocketship-like growth over the past few years.