Clootrack实时客户体验分析平台

客户体验提高了获利能力

客户体验是高风险决策的重要因素。

但是，这个决定很麻烦

快速的市场动向

• 无法理解不断变化的客户优先级。

有许多方面需要改进

• 很难自信地决定要关注什么。

难以说服利益相关者

• 为了获得有效的结果，多个部门需要齐头并进，加紧行动。但是，每个部门的利益相关者都有自己的客户理解。

现有的替代方法都没有用

常规市场研究

• 需要时间
• 有偏见
• 成本高

社交听力工具

• 需要专家来设置要听的内容
• 重复失败，因为您无法搜索未知的内容
• 不切实际的考虑
• 相应的数据来源主要是社交媒体平台
• 针对ORM的广告系列跟踪和构建

数据科学团队

• 建立系统需要深厚的技术技能
• 构建系统需要时间
• 成本高
• 数据科学团队通常是共享资源，因此在需要时难以保护

按代理商/业务流程外包（BPO）进行手动标记

• 由于只能检查一部分数据，因此无法掌握整个图像，并且需要花费大量时间。
• 容易出错
• 每次都需要密切监视结果

软件工具分析模块

• 半最佳分析
• 分析方法因工具而异
• 难以将来自不同工具的分析应用于相同规模
• 不是基于经过验证的市场研究模型

需要什么

为高风险决策者构建的客户体验分析平台。

基于Clootrack AI的平台

• 汇总来自多个来源的客户反馈
• 分析客户反馈并确定定性分析
• 提供客户体验的综合视图

B2C品牌的理想选择。

Clootrack如何工作？

客户端

我们的一些客户

关于Clootrack

SmartEye

• 由AI驱动的平台，可汇总和分析客户对话并识别机会和威胁

智能探针

• 一个由超过5000万名受访者组成的在线面板以及一个针对您的客户的开放式调查。实时获取公平反馈。

CLOOTRACK --SmartEye

汇总和分析与客户的在线和内部对话，以进行详细的定性分析。

ClootrackSmartEye区分因素

智能无监控平台

• 您无需进行设置即可获得公正的考虑。

建立行之有效的市场进行品牌分析

调查框架

• 您可以获得实际结果。

根据客户反馈创建对价

• 增加透明度和可靠性。

在统计上比传统方法更强大

支持超过55种语言

检索外部数据并集成公司数据

• 实现无缝数据集成

Clootrack SmartEye-使用示例

客户体验/品牌健康的统一视图

您可以通过在线以及与企业内客户的对话来集中瞭解客户体验。

• 确定需要重点关注的内容，以有意义的方式改善客户体验
• 根据快速变化的市场趋势制定战略决策
• 咨询公司/代理商-根据数据提供快速建议
• 评估品牌对竞争对手的稳健性

电子商务类别

体验基准测试

按SKU/类别对产品和服务的客户体验进行基准测试。它还包括有关竞争对手的信息。

• 确定主要客户的关注点。除非升级，否则大多数运输和产品问题都将被忽略。
• 为竞争对手设定基准，以对品牌和服务采取适当的措施。
• 协调多个品牌的运营部门应对需要重点关注的关键客户问题。
• 品牌使用它来衡量整个电子商务平台的性能。

广告系列效果跟踪

根据互联网上的观点跟踪数字广告活动的定性和定量反应。

• 衡量品牌资产的绩效
• 与竞争对手的基准

Clootrack智能探针

一项开放式调查，旨在发现隐藏的情绪。

ClootrackSmartProbe区分因素

• 可以分析大量自由形式的反馈
• 大多数问题都是自由形式的，提供公正的考虑
• 显着减少问卷创建时间

Clootrack SmartProbe-使用示例

有效假设的评估

根据您的个人资料选择一个面板以检验您的假设。自由格式的问题为您提供公正的调查结果。

• 客户目标达成过程
• 假设验证

其他详细信息

价值主张

• 明确客户优先事项
• 公正的考虑
• 基于数据的结论可确保各个团队之间的一致性
• 平均减少90％的工作时间
• 平均节省85％的成本

Clootrack智能唯一性和细节

全自动引擎，它基于以下考虑因素：

在各种条件（例如区域和时间）下都可以进行细分。

• 1. 客户的主要优先事项
• 2. 客户的主要担忧
• 3. 现有品牌的资产价值
• 4. 竞争对手的长处和短处
• 5. 新趋势
• 6. 在设计和颜色等各个方面回答客户的假设

领域专业知识

Clootrack分析引擎

高级概述

步骤1：

• 高级品牌设置

步骤2：

• AI引擎的定期分析

步骤3：

• 实时品牌知名度报告

Clootrack SmartEye

支持的在线数据源类型

Clootrack具有广泛的数据搜寻功能，可以从流行的在线数据源检索数据。

• 电子商务评论
• 评论网站
• 社交媒体
• 博客评论
• 特定领域的利基网站
• 同行评审论坛

相应的公司数据源类型

Clootrack具有广泛的集成功能，例如不使用API□□来检索公司内部公司数据的鬆散耦合。

• 开放式NPS反馈
• CRM凭单
• 网站/应用反馈
• 电子邮件反馈
• 自由形式调查
• 客户建议

Clootrack智能探针

在线面板覆盖率：

智能探针-机制

为什么客户体验和客户见解使用Clootrack

• 1. 无需花费时间进行设置
• 2. 几乎实时地更深入地瞭解新细分
• 3. 来自所有渠道的数据支持的考虑因素促进了不同部门之间的协调
• 4. 根据邻近地区和客户群中的广泛信息采取行动
• 5. 具有成本效益
• 6. 补充现有系统的功能示例：收听工具，调查结果等。

Today, Customer Experience Drives Profitability!

This makes Customer Experience A Key Factor in High Stake Decision Making Every Day!

However, Decision Makers are struggling...

Market Trends are Moving Fast

• Cannot keep tab of changing customer priorities.

There are Many Aspects to Improve

• Difficult to decide what to focus on with confidence

Difficult to Convince Stakeholders

• For effective results multiple departments must join hands with focussed action. However, stakeholders from each department have their own version of customer understanding.

The Existing Alternatives Are Not Helpful

Traditional Market Research

• Takes long time
• Biased
• Highly Expensive

Social Listening Tools

• Need expert to configure what to listen to

• Many a times goes wrong, as you don't search for those which you don't know about

• Non actionable insights

• Data sources supported are mostly social media platforms

• Built for campaign tracking & ORM

Data Science Teams

• Need deep tech skills to build the system

• Takes time to get it right

• Highly Expensive

• Data science teams are generally shared resources making it difficult to obtain the needed resource allocation when needed

Manual Tagging with Agencies/BPO

• No wholistic picture as only part of the data can be considered. Else it becomes highly time consuming

• Error prone

• Need close monitoring of results every time

Analytics Module of Software Tools

• Sub optimal analysis
• Different tools analyze different way
• Difficult to align analysis by different tools to same scale
• Not based on proven market research models

What is Needed?

Customer Experience Analytics Platform built for High Stake Decision Makers.

Clootrack AI - Based Platform That

• Aggregates Customer Feedback Across Multiple Sources
• Discerns Customer Speak to Identify Qualitative Insights
• Provide Unified View of Customer Experience

Ideal for B2C Brands.

Clootrack - How It Works?

Our Clients

Some of the Clients

How Does Clootrack Do It ?

SmartEye

• AI driven platform that aggregates and analyzes customer conversations to identify opportunities & threats.

SmartProbe

• Open Ended Survey of online panel of 50 Million+ respondents or your own customers. Unearth unbiased feedback real time.

CLOOTRACK - SmartEye

Aggregates and analyses all online and enterprise customer conversations to obtain qualitative granular insights.

Clootrack SmartEye - Differentiators

Intelligent Unsupervised Platform.

• Hence no configureation effort & insights unbiased.

Built for Brand Analysis Using Proven Market.

Research Frameworks

• Hence results actionable

Insights back traced to original customer verbatims.

• Builds transparency and confidence.

Statistically more robust than traditional means.

Supports 55+ Languages

Ability to crawl external data & integrate enterprise data.

• Seamless Data Integration.

Clootrack SmartEye - Use Cases

Unified View of Customer Experience/Brand Health

A single view of customer experience from online and enterprise customer conversations.

• Identify aspects to focus on to improve customer experience in meaningful way

• Arrive at strategic decisions based on fast moving market trends

• Consulting firms/Agencies - Make data driven pitches in a fast pace

• Evaluate Brand Health vis a vis Competition

E-Commerce Category

Experience Benchmarking

SKU/Category wise benchmarking of customer experience on product and service. Includes competitor intelligence as well.

• Identify key customer concerns. Many customer concerns on delivery and product are missed unless escalated.

• Competitive benchmarking to take appropriate action with brand/service.

• Align multiple brand, operations departments on the key issues concerning the customer which needs focused efforts.

• Used by brands to benchmark performance across ecommerce platforms.

Campaign Performance Track

Track qualitative and quantitative response to digital campaigns through online opinions.

• Measure performance of brand assets
• Benchmark with competition

Clootrack SmartProbe

Open ended survey to unearth hidden emotions .

Clootrack SmartProbe - Differentiators

• Ability to analyze large number of open-ended feedback.
• Unbiased insights as most questions are open ended.
• Significant reduction in questionnaire formation time.

Clootrack SmartProbe - Use Cases

Effective Hypothesis Evaluation

Validation of hypothesis with profile based panel selection. Open ended questions make the survey results unbiased.

• Customer funnel track
• Validate hypothesis

Other Details

Value Proposition

• Clarity on Customer Priorities
• Unbiased Insights
• Alignment Among Diverse Teams, As Conclusions Are Data Driven
• 90% Avg. Reduction in time taken
• 85% Avg. Reduction in cost

Clootrack Intelligence - Unique & Detailed

Fully automated engine that brings out the following insights.

Segmentations by various criteria like geography, time possible.

• 1. Key Customer Priorities

• 2. Key Customer Concerns

• 3. Brand Equity of Incumbent Players

• 4. Competitor Strengths & Weaknesses

• 5. Emerging Trends

• 6. Answers to client hypothesis on various aspects like design, color etc.

Domain Expertise

Clootrack Analysis Engine

High Level Overview

STEP 1:

• Configure brand Details

STEP 2:

• Analysis run by AI Engine regularly

STEP 3:

• Real Time brand perception reports

Clootrack SmartEye

Types of Online Data Sources Supported

Clootrack has extensive data crawl capabilities to fetch data from public online data sources.

• eCommerce Reviews
• Review Sites
• Social Media
• Blog comments
• Domain Specific Niche Sites
• Peer Review Forums

Types of Enterprise Data Sources Supported

Clootrack has extensive integrations to fetch data from internal enterprise data, including loosely coupled integration without APIs.

• Open Ended NPS Feedback
• CRM Tickets
• Website/App Feedback
• Email Feedback
• Open ended Surveys
• Customer Suggestions

Clootrack SmartProbe

Online Panel Coverage:

Smart Probe - How it Works

Why Customer Experience Departments Use Clootrack?

Why Customer Insights Departments Use Clootrack?

• 1. No time needed to be spent on configuration

• 2. Deep understanding of new segments close to real time

• 3. Easily align different departments, as insights are data backed and from all channels

• 4. Actions can be taken based on wide information across adjacencies and customer segments.

• 5. Cost Effective

• 6. Works complementary to existing systems eg: Listening tools, Survey Results etc.