etuma customer feedback analysis - how to keep your customers loyal
DESCRIPTION
Etuma Customer Feedback Analysis - Making Sense of Customer Emotions. Companies are facing ever increasing competion. How can Etuma help to make sure your customers remain loyal?TRANSCRIPT
Making sense of customer emotions
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Etuma Customer Feedback Analysis
Matti Airas, CEO and Co-Founder, Etuma
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• Brick vs. click • Competition crossing borders • Consumer trends are hard to
predict and short lived • Consumers tend to be less loyal
Companies Are Facing Ever Increasing Competition
There are things that your customers would like to tell
you: selection, emerging trends, operational
problems…
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If you only listened
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80% of all Data is Unstructured
“Vos emballages sont trop fragiles”
Please, send my purchase in a
stronger container next time.
My sunglasses were broken."
“Ensinnäkin toimitus kesti yli kolme viikkoa ja lisäksi tilaamani
aurinkolasit olivat vahingoittuneet."
“Your website does not have the
information to make a purchase
decision”
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Etuma turns open text into structured intelligence
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Etuma has solved the key problems in customer
feedback analysis
Real-time Reporting
Actionable Information
Ambiguous Language
Results can be used directly in decision making and are consistent over time for trend analysis.
Results are available immediately after the customer submits the
feedback.
Language is a living thing. Etuma uses a combination of machine
learning and manual optimization work by Etuma computational linguistics experts to keep the
system always up to date.
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Text to Statistics
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TOPIC-LEVEL SENTIMENT
SEMANTICS
PART OF SPEECH
MORPHOLOGY
LANGUAGE RECOGNITION
SYNTAX
Fast adaptation to any feedback channel and type!
Optimized for customer
experience!Relevant and consistent
analysis results!
Etuma understands language the same way a
human does
Optimized for customer experience Relevant and consistent analysis resultsFast adaptation to any feedback channel and type
LANGUAGE RECOGNITION
ENGLISH
please (ADVERB) send (VERB)
my (PRONOUN) purchase (NOUN) in (PREPOSITION)
a (ARTICLE) strong
(ADJECTIVE) container (NOUN)
send (VERB PHRASE)
my purchase (NOUN PHRASE)
stronger container (NOUN PHRASE)
“Please, send my purchase in a stronger container next time. My sunglasses were damaged.”
MORPHOLOGY& PART OF SPEECH SYNTAX
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Connect Feedback Channel(s)
Analyze and Enrich With Structured Information
Correlate, Model and Recognize
Patterns
Visualize, “Taskify”
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Easy to implement cloud service
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Optimize analysis based on historical data.
2.3.
Define roles and scenarios. Create users, design reports.
Connect feedback channels using web interfaces.
All you need to do is participate in one workshop
and implement the connectors.
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NEED • Lot of customer data but inability
to predict when customers are about to churn or reduce buying
SOLUTION • Predicting which customers are
about to leave the service or reduce buying and do personalized communication.
RESULTS • Reduce churn first year 1%, next
year 5%, 3rd year 10%
Lower Churn - Increased loyalty
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Thank You!
To continue discussion please contact [email protected]
All picture under https://creativecommons.org/licenses/by-nd/2.0/