Fathom makes Customer Feedback Interviews as easy as Picking up the Phone

Fathom is an end-to-end solution for conducting live-intercept, feedback interviews, with your customers and website visitors.
SIGN UP FOR FREE BETA

Image

Fathom is for customer-centric companies that need to understand their customers better


WHY HAVE CUSTOMER INTERVIEWS?

There is no Substitute to Talking

Satisfaction Scores and Net Promoter Scores measure customer satisfaction. But you also need to fathom the reasons for those scores.

Surveys just scratch the surface

Surveys are unidimensional and give you an overly simplistic view of things.

Many Customers Silently Abandon

You need to talk to those customers who are leaving without a word.

Placeholder
Placeholder

THE PROBLEM WITH CUSTOMER FEEDBACK INTERVIEWS

Conducting Customer Feedback Interviews can be Tough

Compiling data, segmenting customers, fixing appointments, preparing questions, conducting the interviews, analysing responses - this is an inter-department, time-consuming exercise that can be intimidating for many.

Lack of Know-how

Without specialists, customer feedback interviews can quickly spiral into an unproductive time sink.

Lack of tools

Often, product people are equipped only with spreadsheets - hardly the right tool for such an exercise.

FATHOM CAN HELP

Fathom gives you Powerful Tools for Customer Feedback Interviews

You do the talking, we will take care of everything else.

1. Customer Segmenting

Fathom’s code snippet installed on your website, monitors and segments your visitors and customers.

2. Live-intercept Recruitment

Our Recruitment Popup invites qualified visitors to participate in a feedback interview with you.

3. Customer-initiated Interviews

Willing participants initiate the interview, executed over a phone call. Setup once, take as many calls you you want to.

4. Recording and Transcriptions

Interviews are recorded with permission, transcribed and saved to your account.

5. Offline Messages

When you are unavailable, let visitors leave you feedback messages using our widget.

6. Teams

Generate automated reports from the recordings. Let different teams participate in the exercise.

“The most important single thing is to focus obsessively on the customer. ”

~ Jeff Bezos
Image

How it Works


1. Install Fathom

Fathom is installed onto your website with a few lines of JavaScript. You can use a Tag Manager for that.

2. Define Segments

Use our rich library of filters to define segments you want to interview.

3. We recruit Participants

Website visitors that qualify for defined segments are prompted to participate in interviews.

4. Take the Interviews

Take interviews yourself or get help from our Market Research partners.

5. View Reports

Interview recordings and transcriptions are available for analysis. Invite your team to help.

Image

Get a chance to win a free-for-life Fathom subscription!

Also get access to Fathom ahead of everyone else

We're doing a limited release of our free beta to our early users. Add your email and you could get an invite for it. Refer us to your friends and you could win a free-for-life Fathom membership too!

SIGN UP FOR FREE BETA

CUSTOMERS FIRST

Hear it Straight from the Horse’s Mouth

To check if your business is working the way it should be, you have to go all the way to the source - your customers. It is not rocket science - it is simply asking your customers if it's working for them.

Talk Regularly with Customers

Rather than making it a periodic exercise, build a culture of continuous customer dialogue.

Involve your Employees

If your employees understand your customers, they will be more empathetic to them.

Placeholder