Chattermill identified and validated the challenges to improve the customer experience at MOO and set to work on enabling each piece of customer feedback to be analysed in near real time. To make this scalable, Chattermill's tools helped MOO disseminate customer insights across the wider organisation through powerful and easy to use reporting that allowed the right person to receive customer feedback at the right time to take action on.
Unifying MOO's customer experience analytics boosted their NPS for a specific product by over 200% through the actionable insights discover in Chattermill's analytics. Specifically, it helped increase their NPS for North America by over 20pts after identifying an opportunity to amplify their customers checkout experience.
Each team at MOO is empowered to create their own reports and effortlessly track customer sentiment in the areas they are responsible for. This enables both leaders and frontline employees to quickly spot and address any operational issue or wider market shift.