etuma feedback analysis: customer experience leaders outperform the market 3x
DESCRIPTION
When you want to better understand why your business is performing the way it is, you need to be able to analyse the feedback your customers are giving in such a way that the results lead to direct actions. This is what Etuma offers. Companies that invest in Customer Experience and Customer Feedback analysis perform better than companies that don't. Contact us at www.etuma.com to see how we can help you to perform better by analysing the feedback your receive from your customersTRANSCRIPT
Customer experience leaders outperform the market 3X
Volume
Free-form text
Many channels
Siloes
PROBLEM: What’s going on behind the numbers?
“Store sales are down - Why?”
“What kinds of features should we include in our next product?”
“How could we identify emerging topics and react to social media faster?”
“We don’t have the time and money to read through all our customer feedback!”
“Which touchpoints in our customer journey do we need to improve?”
BENEFITS: Better customer experience - more loyal customers
Fast Root Cause Analysis
Competitive MonitoringINCR
EASED
LOYALTY
TAR
GETED MARKETING
SM
AR
T P
RODU
CT D
EVELOPMENT
QUICK PRO
BLEM
I
DEN
TIF
ICA
TIO
N
SERVICE: Feedback aggregation, analysis and insight distribution
CUSTOMERSERVICE
CUSTOMERFORUMS
HRSURVEYS
ENTERPRISEFEEDBACK
SOCIALMEDIA
DASHBOARD
TOPIC TOPIC TO
PIC
TOPI
C TO
PIC TOPIC TOPIC TOPIC TOPIC TOPIC TO
PIC TOPIC TOPIC TOPIC
SENTIM
ENT S
ENTIMENT SENTIMENT
Feasible
Fast
Multi-language
Etuma Visualization
SPSSTableau
QlikView
USER-EXPERIENCE: Browser-Based Dashboard
Real-time
Role-based
Drill-down
TECHNOLOGY: Topic level sentiment detection
Actionable Insight
SENTI M ENT
DISC
USSION TOPIC
Intent to leave/buy
Weak signal alarms
From text to structured data
SOLUTION: Presents the analysis results in industry and company specific way
Automatically maps and tracks the customer
journey
Same data as word cloud: Less actionable
Example: Retail
Industry
ETUMA INNOVATION: Etuma’s universal analysis combined with industry-specific topics yields accurate results with minimum amount of manual labor. The competition’s service requires a lengthy and expensive customization project.
Plug and Play
Etuma
Universal Analysis
System-learning
Artificial Intelligence Meaning Mapping
Telecom Retail Finance Finance
Competition
Company1 Company2 Company3 Company3
Company1 Company2 Company3 Company4
Feasible
Language Libraries
CUSTOMER SPECIFIC WORK
REFERENCE CUSTOMERS
Proven
100’s of users
TELECOM: Service desk, social media and research
AIRLINE: Five real-time feedback sources and research
LOTTERY: Call center, social media and researchRETAIL (Groceries, Shoes, Hardware): Call center, feedback forms, social media, customer forum, research
Attractive ROI
INTERESTED?
PLEASE CONTACT US and Canada: Stewart Nash [email protected]: Philippe Thenot [email protected]: Ilona Lahtinen [email protected] of Europe: Loek van der Helm [email protected]
FOR MORE DETAILSwww.etuma.com