Customer service

1. Qurater Service Edge
Deliver Delightful Customer Service
Comprehensive CRM solution across VOICE, EMAIL, WEB, SOCIAL

2. 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

4. Big Data
techniques
for
customer
service
Qurater Business Edge uniqueness
Auto 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

5. Track all voice calls
made to the call
center – Qurater
serves as a system
of record
Voice Call tracking
System of record for tracking your call center voice
calls

6. Track all of your
customer service
emails for
responsiveness
and type of issues
Email tracking
Emails analyzed and tracked for responsiveness

7. Eliminate the noise
and discover
customer service
issues
Auto classification
Language processing and spam control technology

8. As it happens
discover &
manage customer
service issues
Customer
Responsiveness
42% of the customers expect responses within 60
minutes

9. Manage your
customers positive
and negative
sentiment
Customer Sentiment
90+% of the customer voice is negative sentiment
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
negative
positive
India Smartphone Brands

10. 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 Voice
Cover the breadth of social media, web & blog sites

11. Ticketing system
that is designed for
responsiveness –
email, SMS, social
integration & web
forms
Ticketing System
Track responsiveness to the customer voice

12. Customer service
team performance
management &
business rules for
management of
customer voice
Team management
Track your teams performance

13. Comprehensive &
dynamic discovery
of issues with a
multi-dimensional
industry specific
classification
Industry Dimensions
Deep 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)

14. Insights & analytics
specific to the
industry and
benchmarking vs.
competition
Industry Benchmarking
Compare 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

15. 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%

16. 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
Low
Volume
High
Volume
Customer Service Issues
– Brand Rankings
Low
Volume
High
Volume

17. 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
103
109
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)

18. Improve ROI of
your customer
service
Qurater Business
Edge
Big Data technologies with industry specific
dimensions