Thematic +
Atom bank
Using Thematic to get clear focus on how to drive growth and save costs
40%
Reductions in calls related to device issues
69%
Reduction in calls related to unaccepted mortgage requests
110%
Growth in Atom bank customer base
Region
United Kingdom
Industry
Financial Services
,
Enterprise
,
Use Case
Operations
,
Product
,
Support Center
,
Data sources
7 Channels In product feedback for Mortgage, Savings, Deposits, Online and app-store reviews, Customer complaints Call-center agent notes, CRM
Tools used
TrustPilot
,
Revoo
,
Salesforce
,
App Store
,
CEM Platform
,
Overview of the challenge
The company’s goal was to grow their customer base through differentiated customer experiences, learning from customer feedback which parts of the customer experience they could improve. Initially, the company collected feedback on their 3 product lines and 7 engagement channels: The challenge was that each of these channels provided an independent and siloed view of the customer experience, making it difficult for the team to reconcile the insights into a complete view of the customer experience.
How to get clear direction to improve customer experience
Unify omni-channel data for a singular and comprehensive customer understanding
Atom bank gather feedback data across the customer journey, from App store reviews to Trustpilot surveys, Support Center complaints, Salesforce call summaries and their CEM Platform. By unifying the omni-channel data and standardising the analysis in Thematic, Atom bank eliminated duplication of analysis efforts, removed data silos, and built a central insights system to prioritize customer experience improvements.
Quantify impact of feedback on metrics, across all data channels
Drawing on customer sentiment from verbatims across every data source, Atom bank and Thematic created a robust AI customer attitude metric. Analyzing the feedback with a consistent thematic analysis approach across app reviews, surveys or complaints, Thematic enabled Atom bank to easily quantify the impact of specific feedback themes on the overall metric score. Michael Sherwood explained the huge benefit; "This means we are able to easily differentiate between verbatim themes that are noise (no impact to an overall metric) and those which are seriously impacting our CX metrics."
Empower C-Level to Support with critical insights to differentiate experiences and satisfy customers
The sophistication of Thematic's text analytics and visualizations delivers the critical depth and breadth of insights for Atom bank's CX team to advise the C-suite, Operations, Support and Product teams. The Head of CX commented, "We can easily drill down to a depth that gives us confidence that we are shifting the score for right customer segments or other moments that matter to the business. The team at Thematic are also really open to customer feedback on their platform - and are continually improving the functionality to meet the needs of the users.
Michael Sherwood
Thematic lets us quickly turn unstructured feedback from across channels into clear insights that directly inform our product roadmap and corporate strategy.
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LendingTree teams up with Thematic for actionable customer insights at scale.
- Easy to align on critical issues and build differentiated offerings
- Empowered to shift from product-led to customer-led decision making
- Saves time, by automating the heavy lifting
Thematic’s AI delivers the best quality of insights from text comments at scale and is easier to use than other solutions
Lee King
Head of Insights
How Melodics improved their product roadmap and alignment with Thematic
- Integration with NPS survey data collected by Alchemer
- Find insights about users at "moments of truth" in their customer journey
- Align product and R&D teams on customer priorities
With Thematic, we can set up our product roadmap better in the future, with deeper information about our customers and what they want.
Sam Gribben
CEO of Melodics