CX SaaS Platform / B2B / Gen AI / 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.
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: Lead Product Designer, Tattle Inc.
METHODOLOGIES:
- User Interviews
- Stakeholder Workshops
- Requirements Gathering
- Usability Tests
- Card Sorting
PROBLEM:
General Managers often 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.
IMPACT:
This feature release has 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.
Discovery
It turned out to be straightforward: GMs are short on time and measured based on guest feedback which is just one part of their job. They usually check it before or after their shift but spend little time on it due to other pressing responsibilities. Meanwhile, their Direct Managers prioritize it heavily. GMs needed a way to address all feedback instantly, turning negative sentiment into loyal guests.
GOALS AND METRICS:
Provide a unified interface for managing both survey and social media reviews.
Upsell to current clients and acquire a minimum of 25 new clients by year-end.
Streamline the process for responding to reviews with templated, AI automated responses.
Improve our clients' guest satisfaction scores.
The design
Respond to guest survey’s and social media reviews in 1 platform
See ratings and overall sentiment across 17+ social media providers
Maintain brand tone and consistency with AI personalities. Generating automated branded response
Create more social media reviews with a direct click to your brands public review page
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.
Outcome
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.