How Memrise automates customer insights to save 240+ hours & boost retention with Enterpret

The Challenge: Critical Feedback Lost in a Sea of Data

For years, Memrise struggled to efficiently track and act on user feedback. Insights were scattered across Zendesk tickets, spreadsheets, and siloed reports.

"We manually tagged support tickets in Zendesk, tracked them in spreadsheets, and tried to piece together trends using clunky reporting tools.” Honor shares. “It took days—sometimes over 20 hours a month—just to compile a monthly customer feedback report.”

As a result:

• Product and support teams were operating in the dark, relying on gut instinct rather than real customer needs.
• Top pain points surfaced too late, leading to delayed fixes and customer frustration.
• Certain user segments saw drops in usage, but without clear insights, the team couldn’t see why.

Chloé adds, “Without a fast way to analyze feedback, we weren’t just missing insights—we were losing opportunities to help out customers.”

The Solution: Enterpret Unifies Feedback into Actionable Insights

Memrise needed a solution that could transform scattered data into actionable insights.

"We’ve always wanted to be more proactive with user feedback, but without the right system, we simply didn’t have the time," said Honor. "Enterpret automated what we’d been struggling to do manually for years."

By integrating multiple data sources—including Zendesk, SurveyMonkey, App Store and Google Play reviews, Reddit, and internal user interviews—Enterpret processes thousands of feedback records into a single, centralized platform for customer insights. This enabled Memrise to:

• Establish a single source of truth for Voice of Customer.
• Democratize insights through automated Slack reports and dashboards.
• Leverage AI-powered Wisdom to instantly surface key insights.
• Gain real-time visibility into customer sentiment, eliminating guesswork.

"For the first time, folks across across customer experience, product, design, and leadership are aligned on exactly what our users want. This is game-changing," says Honor

The Results: Feedback-Driven Retention and Innovation

71% Drop in Tickets for a Key Issue

For months, Memrise users complained about the inability to reset language progress. Enterpret revealed the scale of this issue.

Chloé recalled. "With Enterpret, we could finally show just how big of a pain point resetting app progress was. The data was unreliable. Once we built and released the feature, complaints immediately dropped 71%."

This reduction in “Reset Progress” tickets, freed up the team to focus on proactive support, improvements and building new functionality.

240+ Hours Saved Annually with Real-Time Feedback

With Enterpret, Memrise reclaimed 2.5 days each month (240+ hours annually), automating tedious manual reporting and delivering instant insights directly to teams via Slack

"Compared to the days we used to spend on Voice of Customer reporting, Enterpret automatically surfaces them in Slack," said Honor. "Our time is now used on retention and growth activities like developing new learning modules and improving existing course content."

This has freed up the team to focus on retention-driving initiatives, rather than wasting time sifting through fragmented feedback.

Turning Chatbot Insights into Fluent Conversations

In 2024, Memrise launched AI Buddies - a range of chatbots to help enhance the language-learning experience.

Memrise is using Enterpret to analyze sentiment and feedback toward these AI Buddies. For example, the team recently used Enterpret to identify and resolve latency-related complaints, and have been able to confirm improvements within the month of making the adjustments.

Instead of guessing what would improve engagement, Memrise could see the data and act on it instantly. "We use Enterpret to triage feedback associated with the different chatbots vs the Membot. This helps us dig into exactly what users like—or don’t like—about each bot experience, and optimize," said Chloé.

What’s Next: Deepening Customer Empathy with Enterpret’s Customer Knowledge Graph

As Memrise continues to grow, customer insights remain central to its strategy. The team will expand its use of Enterpret through the Customer Knowledge Graph which enhances the specificity of the existing Taxonomy with key business metrics. This will unlock more tailored insights and empower agentic workflows for both support and product use cases.

"Before, only a few people had access to customer insights. “ Honor reflected. “Now, everyone—from product managers to designers to content managers—can see exactly what users need and act on it. It’s shifted the whole company towards a more customer-first approach."

‍

By automating feedback analysis and focusing on impactful action, Memrise has transformed user frustration into retention gains, accelerating its mission to make language learning accessible to all.