Alchemer, a global leader in customer experience (CX) and feedback technology, today announced the acquisition of Chatmeter, the leading AI-powered customer intelligence platform built for multi-location businesses. This acquisition strengthens Alchemer’s CX platform by combining direct feedback (such as surveys and in-app prompts) with indirect feedback (including reviews, social media, and customer comments). Together, the two companies enable organizations to capture, unify, and act on every customer signal, identify patterns across the customer journey, and make faster, data-driven decisions.
“Indirect feedback, like a Google review or Instagram story, is an authentic and powerful signal of how customers feel, and Chatmeter is the gold standard for marketing and operations teams that want to collect, understand and act on these insights,” said Martin Mrugal, CEO, Alchemer. “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.”
“This marks a defining milestone for Chatmeter,” said John Mazur, CEO of Chatmeter. “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 – giving companies the clarity and speed to innovate, strengthen relationships, and grow with confidence.”
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Key Benefits of the Acquisition for Businesses
- Omnichannel Feedback Collection: Capture insights across surveys, in-app feedback, reviews, and social media.
- Unified Customer Signals: Combine direct and indirect feedback into one holistic view of the customer experience.
- Actionable Insights at Scale: Deliver faster, data-driven decisions that improve customer satisfaction and loyalty.
- Enterprise-Ready for Multi-Location Businesses: Tailored for industries like retail, hospitality, financial services, and more.
Both Alchemer and Chatmeter share a philosophy of scalable, intuitive technology backed by responsive customer support. With more than 15,000 organizations worldwide already using their platforms, the combined capabilities will accelerate innovation and drive measurable value for businesses globally.
“Chatmeter’s focus on actionable customer insights aligns with Alchemer’s vision of empowering organizations to create meaningful outcomes through feedback,” said John Park, Alchemer Chairman and Partner at KKR. “We look forward to the continued innovation and value creation for customers we believe this combination will accelerate.”
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