Qurater Service EdgeDeliver Delightful Customer Service

Comprehensive CRM solution across VOICE, EMAIL, WEB, SOCIAL

Qurater Business

Edge is a

Comprehensive

CRM solution

covering VOICE,

EMAIL, SOCIAL &

WEB

VOICE EMAIL SOCIAL WEB

AUTO CLASSIFICATION SYSTEM –

FILTER ISSUES RELEVANT TO CUSTOMER SERVICE

TICKETING SYSTEM

BUSINESS RULES TO ASSIGN ISSUES TO REPS

OPERATIONAL

DASHBOARD

INDUSTRY

BENCHMARKING

Big Data

techniques

for

customer

service

Qurater Business Edge uniquenessAuto classification

that eliminates noise

and discovers

customer service

issues by covering

the breadth of voice,

email, social and

web

Ticketing system

with team

management that

manage

responsiveness

Industry specific

dimensions that

provides deep

intelligence including

industry

benchmarking of

your brand

Improve ROI of your customer service by covering the breadth of

voice, email, social, web and blogs

Track all voice calls

made to the call

center – Qurater

serves as a system

of record

Voice Call trackingSystem of record for tracking your call center voice

calls

Track all of your

customer service

emails for

responsiveness

and type of issues

Email trackingEmails analyzed and tracked for responsiveness

Eliminate the noise

and discover

customer service

issues

Auto classificationLanguage processing and spam control technology

As it happens

discover &

manage customer

service issues

Customer

Responsiveness42% of the customers expect responses within 60

minutes

Manage your

customers positive

and negative

sentiment

Customer Sentiment90+% of the customer voice is negative sentiment

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

ap

ple

son

y

htc lg

sam

sun

g

no

kia

len

ovo

Ka

rbo

nn

xia

om

i

Mo

toro

la

Asu

s

gio

ne

e

spic

e

XO

LO

Mic

rom

ax

negative

positive

India Smartphone Brands

Listen to the customer

voice from various

channels including

Facebook, Twitter,

Google+, 150+

websites, forums, blogs

and the company’s

proprietary support

systems (e.g. email)

Customer VoiceCover the breadth of social media, web & blog sites

Ticketing system

that is designed for

responsiveness –

email, SMS, social

integration & web

forms

Ticketing SystemTrack responsiveness to the customer voice

Customer service

team performance

management &

business rules for

management of

customer voice

Team managementTrack your teams performance

Comprehensive &

dynamic discovery

of issues with a

multi-dimensional

industry specific

classification

Industry DimensionsDeep intelligence specific to industry

India Smartphone Brands

0

10000

20000

30000

40000

50000

60000

1 2 3 4 5 6 7 8 9

Complaints Feedback Queries

Monthly volume (2014)

Insights & analytics

specific to the

industry and

benchmarking vs.

competition

Industry BenchmarkingCompare your brands reputation

0

500

1000

1500

2000

2500

3000

3500

4000

4500

5000

Karbonn Micromax samsung xolo

Software

Service

Screen

Price

Performance

Other

Network

Camera

Battery

Sentiment Analysis

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

apple

sony

htc

lg

samsung

nokia

lenovo

Karbonn

xiaomi

Motorola

Asus

gionee

spice

XOLO

Micromax

positive

negative

95%

85%

91%

By Brand#1 Nokia

#2 Samsung

#3 XOLO

#4 HTC

#5 LG

#6 Micromax

#7 Apple

#8 Sony

#9 Gionee

#10 Karbonn

#11 Xiaomi

#12 Lenovo

#13 Motorola

#14 Asus

#15 Spice

By Model#1 Galaxy s4

#2 Galaxy s5

#3 Gionee G2

#4 XOLO play

#5 Galaxy grand

#6 iPhone 5s

#7 Gionee M2

#8 Gionee M7

#9 Galaxy note

#10 Mi3

#11 Karbonn X2

#12 Desire 816

#13 Lumia 520

#14 Lumia 930

#15 Moto G

LowVolume

HighVolume

Customer Service Issues

– Brand Rankings

LowVolume

HighVolume

0 50000 100000 150000 200000

spice

Asus

Motorola

lenovo

xiaomi

Karbonn

gionee

sony

apple

Micromax

lg

htc

xolo

samsung

nokia

Customer Service by Brand

0

2000

4000

6000

8000

10000

12000

14000

16000

18000

1 7

13

19

25

31

37

43

49

55

61

67

73

79

85

91

97

10

3

10

9

Average of 6800 Customer Issues Per Day

Volume of conversations

related to customer

service issues

Daily Volume (last 3 months)

Least Issues

#1 Spice

#2 Asus

#3 Motorola

Most Issues

#1 nokia

#2 samsung

#3 XOLO

0 500 1000 1500 2000 2500 3000

Moto x

Lumia 930

Lumia 520

Moto g

Iphone 5c

Karbonn X2

Desire 816

Mi3

Galaxy note 3

Gionee M7

Gionee M2

Iphone 5s

Galaxy grand

XOLO Play

Gionee G2

Galaxy s5

Galaxy s4

By Model

Total Volume (last 3 months) Total Volume (last 3 months)

Improve ROI of

your customer

service

Qurater Business

EdgeBig Data technologies with industry specific

dimensions