SaaS I Customer Experience I B2B I Hospitality
Increasing ARR by 7.21% the first month
Establish an all-in-one platform that captures social media sentiment and uses AI to automatically generate responses in the brand's voice.
Full case study ~5 min read
WHAT’S TATTLE? Tattle is a Customer Experience Improvement (CXI) platform tailored for the hospitality industry. It enables restaurants to aggregate and collect actionable feedback data through automated surveys, integrating with POS systems, social platforms, loyalty programs, and more. Tattle drives operational improvements for industry leaders such as MOD Pizza, Chili’s, Blaze Pizza, Hooters, and many others.
2024
DURATION: 4 Weeks
PLATFORM: SaaS Web App
ROLE: Founding, Lead Product Designer, Tattle Inc.
METHODOLOGIES:
- User Interviews
- Stakeholder Workshops
- Requirements Gathering
- Usability Tests
- Card Sorting
PROBLEM:
General Managers struggle to track customer sentiment across platforms like Google and Yelp, relying on manual processes that are both time-consuming and inefficient.
SOLUTION:
Integrate with Chatmeter to offer restaurants a seamless way to manage, view, and respond to social reviews all in one unified platform.
OUTCOME:
This feature release generated 2.65% in new ARR and 7.46% from existing customers. Its value has enabled consistent upselling and incremental ARR growth over time, while differentiating us in the marketplace.
Opportunity
To create an AI-powered, all-in-one response platform that seamlessly integrates guest sentiments from surveys and social media, ensuring merchants maintain their unique brand voice while responding to feedback.
By automating personalized responses and driving more public reviews through a direct survey link, this solution enhances guest engagement, strengthens brand reputation, and streamlines the response process.
Key Insight
General Managers have limited time and are measured by guest feedback — just one aspect of their role. Meanwhile, their Direct Managers prioritize it heavily. GMs needed a way to instantly address all feedback, turning negative sentiment into loyal guests.
Proposed KPIs
Upsell to existing clients and acquire 25 new clients by 2025.
Improve guest satisfaction scores by 20%.
Bridget’s exceptional UX design skills, combined with her rigorous approach to understanding user needs, consistently delivered outstanding results. Bridget thrives in agile environments, expertly balancing rapid iteration with thorough design processes… what truly sets her apart is her eagerness to tackle complex challenges and adapt to evolving project demands.
Anthony Asciutto
Chief Technology Officer, Tattle Inc.
In 2023, after launching Online Reviews, Tattle's annual recurring revenue (ARR) generated 2.65% in new ARR and 7.46% from existing customers the first month. Its value has enabled consistent upselling and incremental ARR growth over time, while setting us apart in the marketplace.