Enhance Customer and Seller Experiences
For online marketplaces, customer experience is more crucial than ever. But so too is seller experience. After all, the success of two-sided marketplaces depends on customers and sellers having an experience so good they choose you over your competitors. Chattermill’s Unified Customer Intelligence enables you to do exactly that. Unify your customer data, analyse and understand at scale where the friction lies in your customer and seller experiences, and make more intelligent CX decisions based on the customer reality.
Increasing customer retention starts with seeing the customer reality. But you already knew that…
Understanding your customers at a deep level is critical to CX success. We all know it. But not all marketplace brands see their customer reality. Chattermill helps you truly understand how your customers think about your products, services, and experiences.
By analysing all of your customer data – including unstructured feedback, support interactions, and chat and conversation data – using deep learning AI, Chattermill gives you a fuller, more intelligent view of your customers, which helps you understand what you need to improve to increase customer satisfaction and retention.
Keep your top sellers, selling on your platform
To retain sellers, you need to offer better seller experiences than your competitors. Chattermill enables you to unify and analyse your seller feedback, support, and conversation data so that you can find out what keeps your best sellers with you, and what turns them away.
Solve your logistics, delivery, and returns roadblocks
Returns are costing marketplaces more than ever before. Logistics and delivery challenges lead to unhappy customers. And if you manage them yourself, sellers, too.
Chattermill lets you find out what’s going wrong by analysing your customers’ and your sellers’ feedback and support data, giving you the intelligence to make changes before operational challenges become business-critical.
Resolve support issues, before they become retention issues
Chattermill enables you to set up automated alerts to help you understand when emerging negative support trends are happening in real-time. Why? So your teams can fix experience roadblocks at the source – before they start driving customer and seller churn.