The acquisition expands Alchemer’s CX platform by combining direct feedback (surveys, in-app prompts) with indirect feedback (reviews, social media, customer comments).
Alchemer, a provider of customer experience and feedback solutions, has announced the acquisition of Chatmeter, the AI-powered customer intelligence platform for multi-location businesses.
The acquisition expands Alchemer’s CX platform by combining direct feedback (surveys, in-app prompts) with indirect feedback (reviews, social media, customer comments).
This enables organisations to capture, connect, and act on every type of customer signal, identify patterns across the customer journey, and take faster, more confident action.
“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.”
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John Mazur, CEO of Chatmeter, said, “This marks a defining milestone for 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.”
Benefits of Acquisition for Businesses
- Collect feedback across all channels, including surveys, in-app, reviews, and social.
- Unify direct and indirect signals into a single view of the CX.
- Deliver actionable insights faster, driving better experiences and stronger loyalty.
- Built to scale for multi-location businesses in retail, hospitality, financial services, and more.
Alchemer and Chatmeter share a common approach to intuitive, scalable technology and responsive customer support. Both platforms are designed to help organisations realise value quickly and are supported by dedicated account managers and support teams. Together, they serve more than 15,000 organisations worldwide.
“Chatmeter’s focus on actionable customer insights aligns with Alchemer’s vision of empowering organisations to create meaningful outcomes through feedback,” said John Park, Alchemer Chairman and Partner at KKR.
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