Case Study: Qonto Enhances Customer Insights with Chattermill Speech Analytics

Qonto unifies customer feedback with Chattermill to maintain 70+ NPS

Qonto, a leading European business finance solution, faced a fragmented approach to analyzing customer feedback. Their voice of the customer program used a mix of systems, leading to inconsistent data categorization, hours of manual analysis, and an inability to identify real-time trends across channels. To gain a more complete view, they sought to incorporate prospect calls into their analysis and turned to vendor Chattermill to implement their Speech Analytics feature.

Chattermill's solution integrated and converted audio from prospect calls into transcripts for in-depth AI analysis. This allowed Qonto to unify various customer insights sources for the first time. While still in early testing, the implementation has already uncovered new insights, leading to product discussions and an opportunity to streamline the onboarding process. Chattermill enables Qonto to further its customer obsession, which is reflected in its maintained NPS of over 70 points across all touchpoints.

Qonto