How Cleo Built One of Its Most Popular Features Using Chattermill
.png)
Total users surpassed
No of employees after team size doubled
Scaled Operations to the US and UK
About Cleo
Cleo is like your bank if they actually cared. With her distinct tone of voice, Cleo helps people understand their spending habits and manage their money. In September 2018, they had fewer than 20 people in the team and a user base of around 560,000. They had an alpha version of the product in the US but the majority of their customers were in the UK. Cleo lived in Facebook Messenger – there was no mobile app.
.png)
Challenge
With a rapidly growing user base in two different countries, with cultural differences in slang and speech, Cleo needed a way to understand customer feedback at a granular level and how to evolve their product at scale. They also wanted to determine factors that were driving their NPS in the UK and the US.
Identifying high-level feedback in different product areas
Cleo implemented Chattermill to help them analyse in-app customer feedback. From the start Chattermill was great for identifying high level feedback on different areas of the product, and helped Cleo measure the success of new features.
One of their most popular features – Roast Mode – was inspired by spending time listening to the feedback from their Cleo Community group. Chattermill let them know it was a hit when “Tone of Voice” and “Levels of Engagement” came out as two of their most popular tags! Chattermill was also showing that there was strong demand for a dedicated app. As a result, Cleo built one.
.png)
Building one of Cleo’s most popular features after listening to feedback
Cleo built one of their most popular features to date as a result of feedback from their community. You just type ‘Roast Me’ to Cleo and she will give you all sorts of grief for your spending habits. They knew from looking at Chattermill that it’s their most popular feature to date – based on positive net sentiment — and it confirmed the case for building out and developing their distinctive tone of voice.
Since they began this work of understanding our customers more deeply, they’ve hit 2.5 million users, grown our team to over 50 people, and doubled their NPS in the US.
Related Customer Stories
E.ON Next chooses Chattermill to differentiate through excellence in customer experience
.png)
Why GetYourGuide extends its partnership with Chattermill enhance customer experiences for millions of engaged travelers.
.png)
Why Frubana chooses Chattermill to leverage NPS insights in their mission to simplify the food supply chain.
See Chattermill
in action
We’d love to learn more about what you’re trying to achieve, show you around the platform, and explore how Chattermill can help you understand the real voice of your customers.
