english deck - dictanova
TRANSCRIPT
CUSTOMER EXPERIENCE ANALYTICS SOFTWARE
Follow your customers’ voice e
The secret sauce of top companies?
Word to mouthBetter customer loyalty
a seamless customer experience
Increasing incomes
NPS 50
To understand yourcustomers’ experienceone score is not enough…
There are specific feedbacks for every step of your customers’ journey
9 10
4 10
8 10
2 10
7 10
«The website is really well done, very clear and efficient, I liked the high quality of the pictures»
«Dirty and messy shop, it’s really difficult to find your way through the shelves!»
«No checkout waiting, and the cashiers are extremely nice. Moreover the bags are really pretty!»
«The advisor has been pleasant and efficient to fix my problem, but the waiting was unbearable»
«My package was 3 days late and it was damaged, it’s not serious!»
Organize
Mobilize Understand
Drive
Dictanova centralizes your customer feedbacks and mixes them with your CRM data. That gives you a Customer Experience GPS that will lead you thanks to the richest data you have: your customers’ feedbacks.
Follow yourcustomers’ voice
Organize your customers’ feedbacks
CRM data (segments, LTV…)
Satisfaction surveys & reviews
Customer interactions
Dictanova collects your customers’ feedbacks continuously and in real time: ✓ free text (verbatim) ✓ satisfaction score ✓ metadata (city, customer
segment…) You can also import files: your customers’ feedbacks are not in the wild anymore, they are organized and can be easily queried.
Understand satisfaction criteriaWe categorize customer feedbacks with our semantic analysis engine and extract key insights automatically. Your customers’ words are correlated with other data (satisfaction score, customer data…) to identify insights for your business.
Clean shop, great promotions, nice employees, but it is really difficult to park in the neighbourhood!
X Cleanliness
X Friendliness
X Ease of access
X Promotions
Mobilize the whole companyShare the voice of the customer at every level of the organization! Our software can be used by everyone, from any terminal. The dynamic dashboards are easy to read and act on. Everyone can have a relevant report in their mailbox.
Graphs can be clicked and exported, word clouds, collaborative features…
Drive the customer experienceThe Voice of the customer becomes a management tool… as well as a transformation one! Discover what subjects impacts the most on your customer satisfaction, plan corrective actions and watch for their efficiency. Drive your commercial network, keep your teams motivated: get the customer at the center of decision making.
Compute the impact of your customers thoughts on your satisfaction score
Watch the evolution of topics and scores over time
Agility
Kick- off
Data audit & import
Tailored topic plans
Training
LAUNCH RUN
★ Follow up ★ Training updates ★ Use cas workshops
1 month
Our launching process is structured but fast and agile. We focus on empowering our users, so they can be quickly ready to leverage their customer data.
Proximity and expertiseOur team of Customer Success Managers stands by your side to help you get the best out of our software. Training, advices and online support are included.
✓ In-app chat support
✓ Customer Success Managers teammates have marketing backgrounds
✓ Help with insights understanding
State of the art technology
No hosting or setup costs. The software is automatically updated on a regular basis so you can take advantage of the latest features. You can use it from your tablet or mobile
phone.
SaaS Semantic analysis
Our semantic analysis engine is based on the most recent
scientific works. Our R&D team actively
contributes to science and integrates its discoveries along
the way.
If you are interested in integrating Dictanova into your
SI, you can. All features are available
through the API without the need to use the user interface
if necessary.
« API first »
#BIGDATA #api #saas #analytics
They are customer centric
retailinsurance banking
energyconsulting
leisure
✓ Centralize feedbacks and break silos ✓ Explain the occasional and structural variations of NPS ✓ Help managers enhance customer experience at their level
(service, shop…)
7 NPS surveys, one for each step of the customer journey
500K verbatims
/year+200 users
#customercase
› More info
✓ Detect topics that impact customer satisfaction ✓ Enhance the global satisfaction score of Feu Vert ✓ Share best practices between auto centers as a management
tool of the commercial network
Online reviews
published with eKomi
50.000 verbatims
/year
350 auto centers
› More info
#customercase
In the press:
2011 Creation of Dictanova within LINA (Computer Science Laboratory of Nantes University)
3 Years of R&D before launching our software (and we keep investing massively in R&D since)
1,2MEUR Amount we raised in the beginning of 2016 to accelerate our growth
20 Number of passionate teammates in the Dictanova team
in numbers…
