Case Study: Qonto Enhances Voice of Customer Insights with Chattermill Speech Analytics

How Qonto Enhances Their Voice of the Customer Strategy with Speech Analytics

Qonto, a European fintech serving over half a million customers, wanted to move beyond fragmented voice-of-the-customer processes and get a unified, real-time view of feedback across channels. Working with Chattermill, the company set out to consolidate customer and prospect insights, automate speech analysis, and better understand trends, missing features, and improvement opportunities across its customer journey.

Chattermill implemented Speech Analytics for Qonto, integrating prospect call audio into the platform for transcription, AI-driven theme detection, sentiment analysis, and summaries alongside other feedback sources. The early results uncovered new product and CX insights, including demand for more advanced billing features and an opportunity to streamline part of the onboarding process, helping Qonto start improving both product and customer experience while building toward a fuller 360-degree view.

Qonto

Sara Huier

Voice of the Customer Expert