qurater overview june 2014 for snapdeal
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Qurater Business EdgeBig Data Approaches for Customer Acquisition & Customer Care
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Qurater Business Edge Capabilities
Analytics
Sales Leads
Customer Service
Deepest intelligence delivering insights businesses can act on
Discover and manage
service issues real time with
industry specific
techniques
Discover sales opportunities & target customers with personalized offers
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Qurater provides the deepest
intelligence - Discover sales opportunities &
target customers with personalized
offers.
Industry specific approaches
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What Qurater provides
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#1. Discovery of Purchase Intent from Social/Web conversations
Any web site specific to the industry
100+ INDIA specific sites mapped
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#2. Sales Lead ConsoleMarketing rep management console
techniques, technologies & business rules to
engage & respond to customers in real time
Conversions
Leads
Opportunities
Discover purchase intent across a range of product categories (phones, CE, PCs, cameras)Business rules to automate lead generation
Personalized response generation based on Purchase intent insights, Contact information & Geo location
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#3. Insights businesses can act on
Average of 10K sales
opportunities per day for
smartphones
2M social conversations analyzedGalaxy s4 drives the maximum of
sales opportunities
~80% of sales opportunities are
price queries
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#4. automation/integration for contact’ability
QURATER BUSINESS
EDGE
Marketing automation / CRM product
Contact information (email) & geo location identified from social profiles• Database download into specific formats
(e.g. excel)• Raw data feeds • API support
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Demo & User Guide
Leads based on Smartphone purchase intent across all top brands
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View of Leads assigned to user
Filters byStatus of LeadsBy Org (i.e. Product Brand)By Channel (i.e. facebook etc.)
Detailed view of the Lead(Currently the contact feature has been disabled)
Insights by Product & Channel
Snapshot of all Leads across all users
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Qurater discovers and manages
customer service issues with
industry specific techniques.
Industry specific approaches
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#1. Discovery of Customer Service Issues from Social/Web conversations
Any web site specific to the industry
100+ INDIA specific sites mapped
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#2. Customer Service ConsoleService rep management console Management Dashboard
techniques, technologies & business rules to engage &
respond to customers in real time
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#3. Insights businesses can act on
2M social conversations analyzed
Service & Refund related drive the volume of issues
~70% of the customer
complaints are related to the phone product
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#4. integration
• CRM integration support• Database download into specific formats (e.g. excel)• Raw data feeds • API support
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Demo & User Guide
Snapdeal customer service
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Complaints assigned to user
Filters byStatus of LeadsBy Org (i.e. Product Brand)By issue type (e.g. refund)By Channel (i.e. facebook etc.)
Detailed view of the Complaint(Currently the contact feature has been disabled)
Insights by Product, Issue type & Channel
Snapshot of Complaints across all users
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Technology Uniqueness
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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
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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