Qurater Business EdgeBig Data Approaches for Customer Care

PRODUCT GUIDE

Discover &

Manage customer

service issues

with Qurater

Business Edge

Qurater Business Edge

Provides1. Issue discovery from social

& any web site, forum of

choice

2. A customer representative

management console to

assign, track & manage

issues

3. Analytics & insights across

various dimensions for your

brand and competitors of

choice

Qurater Business

EdgeBig Data Approaches for Customer Care

How customer service

issues are discovered,

tracked and managed

• Facebook

• Twitter

• Google+Social

• 100+ sites trackedWeb /

Forums

• Custom inbox integrationEmail

Discovery & Classification

Tickets

User1

User2

User3

User4

Tickets (issues) assigned to Users

Open

In Process

Closed

How tickets are managed

Sub BrandsIssues by sub-brand

Issue TypeIssues

classified by type

Competitor brands

Various brands in

the industry

ChannelSource of the issue

Analytics / Insights

http://xolo.quraterapps.com/

Product Tabs Summary

My Complaints : Complaints & Issue list that is assigned to a specific user & capability to manage

Team Overview : Summarizes the teams performance : Open, In Process & Closed

All Complaints :Complaints & Issue list across all members of the team

Product Insights : This is analytics representing issues categorized by the product category

Issue Insights : This is analytics representing issue sub-categorization

Channel insights : This is analytics representing the source of the issue

setup : here products, which social accounts, forums & websites to be tracked is entered

users – here user set up is done & includes whether the user is a rep or a manager

competition – this is where you would enter which competitive brands you want tracked

Customer service – this is the default view & represents the customer service issues to be managed

Insights – this is the analytics section for the various competitors to be tracked

This is the view you would see first see

when you log in – “My Complaints” and this

shows the “Complaints & Issues” list

ordered by the most recent discovery.

The representative has the ability to

manage from this view by clicking on the

“details” tab for each issue

Each issue is tracked by various metrics

such as elapsed time, ticket date, publish

date, issue type, what product, which

channel & status

Ticket / issue status

1. Open – once issue is discovered and

assigned

2. In process - when rep is working on an

issue

3. Closed – status when a ticket is closed

My Complaints

Search the database & filter by time

Filters on the side bar provide

various dimensions of the

Complaints & Issues view – “By

Product”, “By Issue” & “By Channel”

This is the Details tab, where the rep can

manage the issue.

Re-assign an issue to another rep

Close the issue

Change to in process

Add notes

Based on the source of the issue, can

contact the user accordingly

For facebook, can view the issue on

facebook and reply thru this app

Ticket Details

Facebook in-app reply

To enable facebook in-app reply 2 things

are needed

1. rep has to be given permission to post on

the brands facebook page

2. the user has to connect his facebook

account thru this app (under set up)

This view is typically for a manager

who can track each customer

service representative performance

and also track the brand’s overall

performance

For each rep, following is tracked a.

Open tickets b. In process tickets &

c. Resolved or Closed

The graph summarizes

Open - # of tickets for the timeline

chosen

Created - # of new tickets created

today

Responded - # of In process + # of

closed

Team Overview

This is the “Complaints & Issue” list

aggregated across team members

and additional ability to filter by a

specific user/representative

All Complaints

In this view, the Complaints & Issues

are categorized by the product type

with a daily & cumulative tracking of

the data

Currently the product has been set

up with a default set of product

types (e.g. phone, electronics etc.).

There is customization flexibility to

set up with product choice

determined by the brand/user

Product Insights

In this view, the Complaints & Issues

are categorized by the issue type

with a daily & cumulative tracking of

the data

Currently the product has been set

up with a default set of issue types

(e.g. service, etc.). There is

customization flexibility to set up

with issue choice determined by the

brand/user

Issue Insights

In this view, the Complaints & Issues

are categorized by source of the

discovery (e.g. facebook) with a

daily & cumulative tracking of the

data

Channel Insights

In the Setup section of the product,

what sources to discover issues

from can be specified. This includes

what products, connect to specific

social accounts (e.g. brands

facebook page), specific facebook

pages, specific twitter handles and

list of forums and websites

Setup

In the Setup section of the product,

what sources to discover issues

from can be specified. This includes

what products, connect to specific

social accounts (e.g. brands

facebook page), specific facebook

pages, specific twitter handles and

list of forums and websites

Setup

This is the team set up section of

the product & users can be added

including their role in the

organization (customer service rep

or manager). Role assignment

directs the specific view the product

provides

Users

Competition

In this section various

brands/competitors you want

tracked can be set up. This set up

drives the insights you would want

tracked for each of your competitors.

Insights

Each competitive brand insights in

provided here and granularity of the

data is By product, By Issues, By

Channels & By Conversations.

Qurater has built

the deepest

intelligence for

discovering and

addressing

customer service

issues.

Industry specific

approaches