Etuma enterprise feedback and NPS analysis offering in more detail
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Transcript of Etuma enterprise feedback and NPS analysis offering in more detail
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MAKING SENSE OF CONVERSATIONS
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CHALLENGE:
Turn your customer feedback into an effective tool for increasing customer loyalty
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Problem 1: Feedback is mostly text.
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Problem 1: Feedback is mostly text.
Problem 2: Organizational- and tool-based silos No central point for sharing insight
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ETUMA: Aggregation, analysis, and intelligent distribution
of actionable insight
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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
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SECRET SAUCE:
Rule-based semantic analysis and industry-specific filtering are the ideal technologies for
making sense of conversations.
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Etuma
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Etuma
Comment
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CommentRule-Based Natural Language
Processing (NLP)
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Etuma service
CommentRule-Based Natural Language
Processing (NLP)
Multi-language, industry- and function-specific filtering
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Etuma service
CommentRule-Based Natural Language
Processing (NLP)
Multi-language, industry- and function-specific filtering
Role-Based Visualization
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Etuma service
Comment
Results
Rule-Based Natural Language Processing (NLP)
Multi-language, industry- and function-specific filtering
Role-Based Visualization
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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
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DIFFERENTIATION:
Mapping the customer journey
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CUSTOMERJOURNEY:
AIR TRAVEL
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CUSTOMERJOURNEY:
AIR TRAVEL
ETUMA DASHBOARD
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CUSTOMERJOURNEY:
AIR TRAVEL
ETUMA DASHBOARD
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CUSTOMERJOURNEY:
AIR TRAVEL
ETUMA DASHBOARD
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CUSTOMERJOURNEY:
AIR TRAVEL
Real-time analysis
ETUMA DASHBOARD
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CUSTOMERJOURNEY:
AIR TRAVEL
Real-time analysisIndustry-specific topics
ETUMA DASHBOARD
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CUSTOMERJOURNEY:
AIR TRAVEL
Real-time analysisIndustry-specific topicsTopic-level sentiment
ETUMA DASHBOARD
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BENEFITS:
Holistic view of what your customers are talking about
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INCREASED
LOYALTY
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INCREASED
LOYALTY
TAR
GETED MARKETING
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INCREASED
LOYALTY
TAR
GETED MARKETING
SM
AR
T P
RODU
CT D
EVELOPMENT
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INCREASED
LOYALTY
TAR
GETED MARKETING
SM
AR
T P
RODU
CT D
EVELOPMENT
QUICK PRO
BLEM
I
DEN
TIF
ICA
TIO
N
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ETUMA NPS DASHBOARD:
First to combine the NPS process with topic- and sentiment-level text analytics
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BUSINESS MODEL:
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BUSINESS MODEL:
Cloud Subscription
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BUSINESS MODEL:
Cloud SubscriptionPricing based on features, data source
and feedback volume
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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.
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PARTNER AND CUSTOMERREFERENCES
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COMPETITION:
Very few companies fulfill the market requirements.
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StructuredFeedback
SpontaneousFeedback
SocialCRM
DynamicTopics
StaticTopics
Event-Based Survey
Web Survey
Market Research
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?
StructuredFeedback
SpontaneousFeedback
SocialCRM
DynamicTopics
StaticTopics
Event-Based Survey
Web Survey
Market Research
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Etuma
StructuredFeedback
SpontaneousFeedback
SocialCRM
DynamicTopics
StaticTopics
Event-Based Survey
Web Survey
Market Research
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READY TO GET STARTED?
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READY TO GET STARTED?VISIT ETUMA.COMFOR MORE DETAILS
AND TO REQUEST A FREE TRIAL