etuma enterprise feedback and nps analysis offering in more detail
DESCRIPTION
We know you have access to a wealth of useful information in the form of text-based feedback from your customers. But the fact that this feedback comes from multiple channels makes it hard to gain a comprehensive view of what they are trying to tell you. Etuma gathers all your feedback into a single analysis service, detects all the possible discussion topics in each individual feedback message, and assigns a sentiment value to each one. We give you - accurate and timely information for decision making - a comprehensive management view of all customer feedback - marketing campaign monitoring to know what your customers think about your ideas before consumer behavior changes - quick operational error correction to minimize damage and prevent an even bigger crisis - product- and service-specific information automatically routed to product line managers real-time information on how your competitors' activities affect your market.TRANSCRIPT
MAKING SENSE OF CONVERSATIONS
CHALLENGE:
Turn your customer feedback into an effective tool for increasing customer loyalty
Problem 1: Feedback is mostly text.
Problem 1: Feedback is mostly text.
Problem 2: Organizational- and tool-based silos No central point for sharing insight
ETUMA: Aggregation, analysis, and intelligent distribution
of actionable insight
ETUMA: Aggregation, analysis, and intelligent distribution
of actionable insight
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
SECRET SAUCE:
Rule-based semantic analysis and industry-specific filtering are the ideal technologies for
making sense of conversations.
Etuma
Etuma
Comment
CommentRule-Based Natural Language
Processing (NLP)
Etuma service
CommentRule-Based Natural Language
Processing (NLP)
Multi-language, industry- and function-specific filtering
Etuma service
CommentRule-Based Natural Language
Processing (NLP)
Multi-language, industry- and function-specific filtering
Role-Based Visualization
Etuma service
Comment
Results
Rule-Based Natural Language Processing (NLP)
Multi-language, industry- and function-specific filtering
Role-Based Visualization
Etuma service
Comment
Results
Rule-Based Natural Language Processing (NLP)
Multi-language, industry- and function-specific filtering
Role-Based VisualizationReal-timeSystem learningMulti-language
Plug’n’play
DIFFERENTIATION:
Mapping the customer journey
CUSTOMERJOURNEY:
AIR TRAVEL
CUSTOMERJOURNEY:
AIR TRAVEL
ETUMA DASHBOARD
CUSTOMERJOURNEY:
AIR TRAVEL
ETUMA DASHBOARD
CUSTOMERJOURNEY:
AIR TRAVEL
ETUMA DASHBOARD
CUSTOMERJOURNEY:
AIR TRAVEL
Real-time analysis
ETUMA DASHBOARD
CUSTOMERJOURNEY:
AIR TRAVEL
Real-time analysisIndustry-specific topics
ETUMA DASHBOARD
CUSTOMERJOURNEY:
AIR TRAVEL
Real-time analysisIndustry-specific topicsTopic-level sentiment
ETUMA DASHBOARD
BENEFITS:
Holistic view of what your customers are talking about
INCREASED
LOYALTY
INCREASED
LOYALTY
TAR
GETED MARKETING
INCREASED
LOYALTY
TAR
GETED MARKETING
SM
AR
T P
RODU
CT D
EVELOPMENT
INCREASED
LOYALTY
TAR
GETED MARKETING
SM
AR
T P
RODU
CT D
EVELOPMENT
QUICK PRO
BLEM
I
DEN
TIF
ICA
TIO
N
ETUMA NPS DASHBOARD:
First to combine the NPS process with topic- and sentiment-level text analytics
BUSINESS MODEL:
BUSINESS MODEL:
Cloud Subscription
BUSINESS MODEL:
Cloud SubscriptionPricing based on features, data source
and feedback volume
Mont Blanc McKinley Everest
Topic Identification x x x
Sentiment Analysis x x x
Signal Volume per month (max) 10.000 100.000 1,000,000
Concurrent Data Sources 3 6 10
Customer-specific Lexicon x x
Automatic Ticket Categorization x
Pricing Monthly Subscription
Monthly Subscription
Monthly Subscription
This information is intended only as an example of the Etuma pricing structure. This list is not exhaustive and is subject to change without notice. Visit
etuma.com for service package descriptions and feature list.
PARTNER AND CUSTOMERREFERENCES
COMPETITION:
Very few companies fulfill the market requirements.
StructuredFeedback
SpontaneousFeedback
SocialCRM
DynamicTopics
StaticTopics
Event-Based Survey
Web Survey
Market Research
?
StructuredFeedback
SpontaneousFeedback
SocialCRM
DynamicTopics
StaticTopics
Event-Based Survey
Web Survey
Market Research
Etuma
StructuredFeedback
SpontaneousFeedback
SocialCRM
DynamicTopics
StaticTopics
Event-Based Survey
Web Survey
Market Research
READY TO GET STARTED?
READY TO GET STARTED?VISIT ETUMA.COMFOR MORE DETAILS
AND TO REQUEST A FREE TRIAL