I work with Etuma Ltd. and their fine verbatim analysis solution - Etuma360. Over the last year or so Etuma has been building out its "Dashboard" tool. Each enhancement to the dashboard tool has improved capabilities, usefulness and value-added.
With the Etuma360 dashboard I can now look at a broad topic - Let's say Detractor negative comments. Inside that data set there will be additional topics (maybe shipping damage, late arrival of goods, poor service quality, or any number of other potential issues). Though at a high level this great information. In order for someone to start acting on it, it needs additional further analysis. Etuma's dashboard tool makes this easy.
For Example: Etuma works with several retailers, both of the "bricks and morter" and internet varieties. In retail, damaged goods tends to be something that effects both customer perceptions as well as margins and profits. So retailers want to know about, and pay attention to, feedback regarding damaged goods their customers receive. Customers often will provide this kind of feedback in surveys or in contact forms on customer service websites. Using Etuma360 a business can automatically monitor the feedback coming through these channels. For verbatim feedback on topics relating to damage, they can then easily create a dashboard that puts all comments referencing topics related to "damage" into one report. That report can then easily be shared with the relevant managers so they can see specific feedback (including things like order number or customer number) that would allow them to assess shippers, packaging or other aspects of the logistics chain that impact damage to shipped goods.
This kind of topic aggregation is very useful for creating actionable data from big volumes of feedback. With Etuma's new dashboard report sharing capability, getting topic dashboards built and distributed to operational managers is both simple and easy. And, because the topic dashboards tend to be very specific, even large amounts of verbatim feedback tend to filter down into manageable "bites" of topic based feedback, making "actioning" that feedback much, much easier.
Etuma360's built-in topic database allows even the newest customer to quickly start filtering and aggregating relevant feedback. Etuma's price model let's even smaller businesses get started.
Stewart Nash - stewart@etuma.com
LinkedIn: www.linkedin.com/in/stewartnash
No comments:
Post a Comment