Fathom makes User Interviews as easy as Picking up the Phone

Fathom is an end-to-end solution for conducting live-intercept, feedback interviews, with your users and website visitors.
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Fathom is for customer-centric companies that need to understand their customers better


WHY HAVE USER INTERVIEWS?

There is no Substitute to Talking

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

Surveys 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.

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THE PROBLEM WITH USER INTERVIEWS

Conducting User 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 overwhelming.

Lack of Know-how

Without specialists, user 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 Equips you with the Right Tools for Conducting User Interviews

Fathom takes the pain away from recruitment, scheduling, conducting and analysing user interviews.

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Customer Segmentation


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

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Live-Intercept Recruitment


Our Recruitment Popup invites qualified visitors to participate in a feedback interview with you.
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Customer-initiated Interviews


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

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Recordings and Transcriptions


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

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

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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
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How it Works


1. Install Fathom

Installed Fathom on 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. Participants are Auto-Recruited

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

4. Conduct the Interviews

Conduct telephone interviews yourself or get help from your Market Research partners.

5. View Reports

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

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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.

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