QuestBack v13 Released

As readers of this blog will note, I normally don't shill for QuestBack here, preferring to talk about feedback management challenges and different kinds of solutions. But, I'm going to make an exception today because I believe that QuestBack's Ask&Act product has reached a point where its value proposition has become especially compelling for businesses that want to operationalize their feedback results.

Over the weekend, QuestBack AS released version 13 of its Ask&Act product.  The new version features some really nice enhancements to its on-board reporting function.  For instance, QuestBack reports are now a lot more flexible, both in terms of how data is reported (charts, tables, etc.) and what is included in a given visualization.  QB v13 lets me edit more of the items displayed in a visualization.  And, it let's me take the same data and apply different analyses to that data in different visualizations in the same report.  There's also more ability to add, and edit, text in and around the charts being presented.

This kind of enhanced reporting lets me see the same data side by side in raw form, filtered by time elements, background variables, other questions.  Or, in combinations of all the above.  It let's me view comparisons of time series, filtered views, etc., too.  So, its very flexible in letting me see how my survey data should be presented.

Best of all, as in past versions, QuestBack's reporting allows me to easily share visualizations with whomever I give a url and password to.  All the visualizations I create update themselves in real time as survey data comes in.  People looking at the visualizations using a url are in read only mode, but its a very effective way to easily add survey results to corporate web sites or internal dashboards.

QuestBack's new reporting tools are flexible, powerful and easy to use.  Report results are free for sharing purposes, letting me build and run operational feedback programs that automatically update the visualizations that business process owners need to see.  Once running, there's no need to "babysit" a QuestBack survey.

QB v13 has some other cool features as well.  If you're looking for a lower cost, high value add approach to operationalizing your survey data, QuestBack could be very useful.

VOC at Art.com - Using Etuma360 insights to be better and sell more

Followers of this blog will know that I represent Etuma, Ltd. here in the US and that I sell and support the product.  I've been working for over a year with Art.com on an evaluation and eventual acquisition the Etuma360 product.  Following is a little bit about Art.com, their implementation / usage of Etuma360 and some of the benefits they receive by its implementation. Thanks very much to Leanne Onstott - Senior Director Customer Sales and Service at Art.com for the kind words and testimonial.

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A little about Art.com

Established in 1998, Art.com has helped 10 million customers in over 120 countries. Art.com is the world’s largest online retailer of posters, prints, and framed art.  They offer the world's largest edited selection of wall art products with over 700,000 images including posters, art prints, tapestries, photography, wall signs, limited editions, hand-painted originals, and exclusive products, as well as a variety of high-quality finishing services including custom framing, wood mounting, and canvas transfers.  Art.com, Inc. runs five sites in the USA and has a strong international presence with 25 local sites in Europe, Japan, Canada, Australia, Mexico and South America.

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Why Etuma360?

In the very competitive world of internet retailing, pricing, inventory, service and customer experience really matter.  Knowing the importance of customer feedback for understanding how they are doing, Art.com collects a lot of feedback from a number of sources.  They needed an effective, and cost effective, way to interpret their feedback.  And, because feedback is largely text based in several languages, they needed a multi-lingual text analytics solution.  They found Etuma360 from Helsinki based Etuma, Ltd.

Art.com currently uses Etuma360 in three main applications: Monitoring the global customer experience, Improving sales agent performance and Monitoring their Beta Test website.  “We were capturing customer feedback from various sources and in multiple languages”, says Leanne Onstott - Senior Director Customer Sales and Service.  “We needed a way to accumulate and understand what our customers found as barriers to happiness and repeat purchase with our website and processes.  Using Etuma360 has allowed us to have a centralized view of our customer pain points.  This allows us to prioritize work efforts around addressing key issues.“

Improving Sales Agent Performance:

“We also needed a way to analyze our sales agent’s chat dialogues with customers to understand how to improve their ability to convert sales during chats.  Etuma360 has helped us understand what our best agents chat about and helps us give input to our agents about how to be better in their chats with customers.  Since customers in chats may have experienced issues with our self service processes, Etuma360’s chat analyses have been a key to helping us understand what was confusing to them on the website and to help us reduce those self-serve barriers to sales conversion.”

Website Beta Testing:

“Recently, we launched a beta version for one of our websites where we used Etuma360 to isolate chat feedback from beta site customers to learn what changes we needed to make to the website's look and feel in order to prevent customer attrition and limit backlash.

The really cool factor for Etuma is its ability to customize reporting and drill down on key customer topics. It's a big plus for a small company with a global footprint to have the machine translation capability to really hear and understand the voice of the customer."

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Being in the business of helping organizations collect, analyze and act on customer feedback, my experience tells me that it's a rare circumstance where a business can receive the kind of cost effective solution that Etuma has been for Art.com.  Getting that solution to work required some effort from a few key Art.com people and a good deal of education about Etuma360 and its capabilities.  But, the payoff has been that Art.com has achieved essentially a do-it-yourself (DIY), highly functional text analysis capability that helps them build a better business by using customer feedback.  All done without any large cash outlays.  This proves that the DIY model can work in the realm of text analytics.  

Stewart Nash

stewart@etuma.com

LinkedIn: www.linkedin.com/in/stewartnash