Post on 02-Jul-2015
description
transcript
Customer intent is getting
lost
Intent to purchase
insightsIntent to complain &
dissuade others
What
does
customer
intent
mean
Insights businesses can act on
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CUSTOMER SERVICE ISSUES
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QUERIES/FEEDBACK
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SALES LEADS
* Data crawl over 2-3 days and varies by brand
Galaxy core
Galaxy core lte
Galaxy gear
Galaxy grand
Galaxy grand 2
Galaxy mega 58
Galaxy note 3
Galaxy s iii
Galaxy s3 neo
Galaxy s4
Galaxy s4 i9500
Galaxy s5
Galaxy star
Galaxy trend
Galaxy trend s7392
Galaxy
Grand 2
25%
Galaxy S4
12%
42% of Micromaxservice issues are battery related, 2X
of industry
1M social conversations analyzed
36% leads are for Dual-SIM
smartphones priced under Rs. 15K
Screen size feedback - 5” LCD screen size is the
sweet spot
Qurater has built
the deepest
intelligence for
actionable sales
leads, customer
issues and brand
insights.
Technology*
Automobiles
Travel* CE, mobile/smartphone and all products over a >$100 value
IND
US
TR
IES
Data Mining
Industry specific filters
NLP
Service framework
HOTSPOT detection
Conversation Analytics
feedback, queries, complaints mined from
social platforms and any web site
classify conversations based
on filters specific to each
industry
natural language processing to
discover context, insights from
conversations
techniques, technologies & business rules to
engage & respond to customers in real time
derive brand insights
accurately and
instantly by filtering
through the noise
real time discovery of
customer service
issues or sales
demand before they
become
un-manageable
Approach & Capability
Sales Lead Generation
SOCIAL
PLATFORMS
(fb, tw, g+)
PRODUCT REVIEW
SITES
(CNET.com)
Mine Conversations for
purchase intent (apply
industry specific filters)
CRM SOLUTION
INTEGRATION
Integrate into existing
CRM solutions
DIRECT MESSAGE
PERSONALIZED
OFFERS
Contact users with
promo offers-
traffic to your site
Mine for purchase intent &
contact with personalized offers
USER PROFILES
(SOCIAL)
Profile of users that
have demonstrated
purchase intent
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4531
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1. Battery 2. Screen 3. Network
4. Service Center 5. Software 6. Other
Service Complaints Volume
Complaints Categorization
2
12
9
18
4
15
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Q600 Q800
Product Categorization
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Channel Categorization
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MUM
GOA
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UP
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Pla
ce
Ca
teg
oriza
tio
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Customer Service
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48
120
90
Feedback
Query
Complaints
News/Mktg
Conversation
Categorization
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Volume Response Volume
SLA Violations Response Time
Customer Service ConsoleService rep management console Management Dashboard
Uniqueness
Source Agnostic Data Discovery, Mining & Structure Extraction
Cloud scale – Massive Volumes Of Data
State of the art NLP / Machine Learning to derive industry specific
dimensions
Customizable analytics with industry leading visualization techniques
Technologies for increased efficiency and responsiveness
Focused deep analysis leads to Qurater providing inherently
better insights and dataCustomer
Service Use-
Case
Sales Lead
Use-CaseBrand Insights
Comprehensiv
e Data Mining
Industry
Specific
Signals
Social Listening
Tools ✖ ✖ ✓Limited to
Social Platforms ✖
Customer
Service Tools ✓ ✖ ✖Limited to
Social Platforms ✖
✓ ✓ ✓Source
Agnostic ✓
Qurater
Advantage /
Uniqueness
Industry specific
approachUnique Offering
Custom analytics
& better
visualization
Social + any web
site
Source Agnostic
3 focused
industries with the
deepest
intelligence
Qurater Business EdgeBig Data Approaches for Customer Care & Acquisition
Founding Team
Rakshit DagaFounder & CEO
Sumit MishraFounder & Chief Qurater
Prashanth AdirajuCo-Founder &
Chief Product Officer
Each founding member brings 15+ years experience defining, developing & selling technology
products