Alchemer Adds 'Indirect Feedback' with Chatmeter Buy

Survey and CX software company Alchemer has acquired Chatmeter, an AI-powered customer intelligence platform for multi-location businesses, adding 'indirect' feedback in the form of reviews, social media and other customer comments to its existing direct feedback capabilities.

Alchemer was founded as SurveyGizmo in 2006, and is backed by investor KKR. The firm provides survey, workflow, audience, communication and analysis tools, integrated into common business systems across the enterprise, helping companies to collect and act upon feedback from their customers and employees. In the spring of 2004 it launched a full service MR team, Alchemer Research Solutions.

'Indirect feedback, like a Google review or Instagram story, is an authentic and powerful signal of how customers feel,' says Alchemer CEO Martin Mrugal (pictured), 'and Chatmeter is the gold standard for marketing and operations teams that want to collect, understand and act on these insights. By combining Chatmeter's reputation insights with Alchemer's ability to collect direct feedback and connect data with integrations, businesses gain unmatched clarity into customer insights, fueling better customer experiences and measurable growth.' John Mazur, CEO of Chatmeter, adds: 'Our mission has always been to help brands understand and act on the voice of their customers. Now, with Alchemer, we can unify every signal into a single source of truth.'

Chatmeter's offering is built for multi-location businesses in retail, hospitality, financial services and other sectors, bringing potential new clients for its own software. Between them, the two companies serve more than 15,000 organizations worldwide.

Financial terms of the transaction were not disclosed. Web site: www.alchemer.com .