qurater overview june 2014 for snapdeal

Qurater Business EdgeBig Data Approaches for Customer Acquisition & Customer Care

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

What Qurater provides

#1. Discovery of Purchase Intent from Social/Web conversations

Any web site specific to the industry

100+ INDIA specific sites mapped

#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

#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

#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

Demo & User Guide

Leads based on Smartphone purchase intent across all top brands

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

Qurater discovers and manages

customer service issues with

industry specific techniques.

Industry specific approaches

#1. Discovery of Customer Service Issues from Social/Web conversations

Any web site specific to the industry

100+ INDIA specific sites mapped

#2. Customer Service ConsoleService rep management console Management Dashboard

techniques, technologies & business rules to engage &

respond to customers in real time

#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

#4. integration

• CRM integration support• Database download into specific formats (e.g. excel)• Raw data feeds • API support

Demo & User Guide

Snapdeal customer service

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

Technology Uniqueness

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

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