Case Study: ManoMano achieves real-time, scalable customer insights with Chattermill

Turning thousands of pieces of customer feedback into a good thing

ManoMano, the European online leader for DIY, gardening and home improvement, handles over 1 million customer conversations a year across six markets and millions of referenced products. As it moved to a more user‑centric acquisition strategy, ManoMano needed to integrate emotional, unstructured feedback into a highly data‑driven organisation and analyse massive volumes of NPS and customer comments in near real‑time — so it engaged Chattermill, using Chattermill’s AI‑powered customer experience and text analytics platform (including a custom‑trained AI model).

Chattermill implemented a custom model to detect themes and sentiment at a granular level and provided company‑wide tracking and reporting as a single source of truth. The solution delivered near real‑time insights that helped teams identify root causes, prioritize strategic initiatives and drive an internal culture shift toward customer centricity; ManoMano now makes data‑driven CX decisions and operationalises insights from Chattermill across the business.

ManoMano

Christina Cooper

Voice of the Customer Programme Manager