Customer experience is no longer defined only by what people tell you directly. It’s shaped every day by the stories customers share, the reviews they post, and the conversations happening online. To truly understand your customers, you need both sides of the story—their direct feedback and their indirect signals.
For years, Alchemer has helped organizations capture and act on direct feedback with speed and clarity. With Chatmeter joining Alchemer, we’re unlocking a whole new dimension of customer understanding. As a combined company, Alchemer and Chatmeter give organizations the most complete, actionable view of their customers, so they can see clearly, respond quickly, and deliver experiences that keep customers coming back.
Direct + indirect feedback = the complete customer story
Traditionally, companies have relied heavily on direct feedback like surveys to measure customer sentiment. While that’s still critical, it only tells part of the story. Indirect feedback—like online reviews, social media posts, and star ratings—offers an equally powerful signal of how customers feel, often in the moments that matter most.
Chatmeter is the gold standard in collecting, interpreting, and acting on these indirect signals. With unmatched capabilities in monitoring and analyzing indirect feedback, Chatmeter ensures you don’t miss the unfiltered voice of your customers.
This acquisition brings together two recognized leaders in Voice of Customer technology. By combining Alchemer’s expertise in direct feedback (surveys, in-app prompts) with Chatmeter’s strength in indirect feedback (reviews, social media, customer comments), organizations can finally connect the dots across the customer journey.
This means:
- No blind spots in the customer journey—see everything customers are saying, not just what’s in survey data.
- Smarter, faster decisions—powered by real-time, multi-channel insights.
- Context that matters—direct and indirect feedback working together to reveal the why behind customer sentiment.
But first, who is Chatmeter?
Chatmeter is a pioneer in AI-powered customer intelligence and reputation management, helping multi-location businesses understand and act on the authentic voice of their customers across reviews, ratings, social media, and more.
Here’s how Chatmeter helps brands succeed:
- Used by multi-location brands to monitor, analyze, and improve online presence.
- Tracks customer reviews, listings, and social media mentions.
- Ensures brand consistency and customer satisfaction.
- Provides insights and tools to boost local search rankings, enhance customer engagement, and drive more traffic to physical locations.
With advanced AI capabilities, Chatmeter surfaces competitive insights, detects emerging risks, and transforms real-time customer commentary into strategies that drive measurable business outcomes. From monitoring brand reputation to uncovering patterns across hundreds—or thousands—of locations, Chatmeter empowers marketing and operations teams to respond with speed and clarity.
Now, as part of Alchemer, Chatmeter brings its expertise to an even broader ecosystem, ensuring every customer voice is connected into one powerful source of truth.
A game-changer for multi-location brands
Reputation is everything for businesses with multiple locations. A single review can sway a potential customer, and one local experience can shape brand loyalty for years. In industries like healthcare, retail, automotive, food services, hospitality, and financial services, success hinges on customer perception. That’s why Chatmeter gives multi-location brands the tools to protect trust, build loyalty, and strengthen reputation everywhere they do business.
With Chatmeter, Alchemer customers can now:
- Monitor and respond to reviews across every channel and location.
- Track reputation trends to see where your brand shines, and where it struggles.
- Discover recurring issues in indirect feedback that surveys alone might miss.
- Take immediate, targeted action to improve experiences at both the local and national level.
When combined with Alchemer’s automation and integrations, insights don’t just live in dashboards and reports, they drive meaningful change across the organization.
What this means for Alchemer customers
For Alchemer and Chatmeter customers alike, this acquisition is an investment in your business, technology, and people. You can expect:
- The same great support you’ve always known, from teams who put customers first.
- New capabilities to capture indirect feedback—reviews, ratings, and social media—alongside existing survey and digital channels.
- Faster innovation, with continued investment in Alchemer’s Collect, Connect, and Clarity capabilities, including the availability of Advanced Dashboard.
- Purpose-built tools to help your organization monitor, understand, and act on feedback at scale.
And we’re just getting started. Our roadmap now includes Chatmeter’s deep expertise in multi-location reputation management, meaning more tools and resources to help you stay ahead of customer expectations and market trends.
From Listening to Action
Our vision has always been to empower organizations to do more with feedback, not just collect it. This acquisition makes that vision even more powerful. By combining direct and indirect signals, we’re giving businesses the clearest, most complete picture of their customers, so they can act with confidence.
Because customers don’t just tell you how they feel. They show you—in reviews, in ratings, in conversations that shape perceptions in real time. Now, Alchemer + Chatmeter ensures you’re listening everywhere, understanding deeply, and acting decisively.
Ready to get started? Connect with our sales team today to learn more about how you can capture and act on what your customers are saying in their reviews and social posts.
Talk to our sales team and get your Alchemer demo.
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