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