Colorado-based Alchemer, a portfolio company of private equity firm KKR, has made the acquisition to expand its CX platform by combining its direct feedback from surveys and in-app prompts with Chatmeter’s reputation insights – indirect feedback, including reviews, social media listening and customer comments.

Chatmeter, based in San Diego, works with clients in retail, restaurants, healthcare and financial services, with a focus on multi-location businesses. Owner PSG has completed the sale of Chatmeter, however, the financial terms of the transaction have not been disclosed.

Bringing together direct and indirect customer feedback will help clients to act on all types of signals and identify patterns across the customer journey, according to Alchemer.

Martin Mrugal, chief executive, Alchemer, said: “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.”

John Mazur, chief executive, 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.”