ETUMA SOLUTIONS FOR OPEN-TEXT FEEDBACK

CUSTOMER EXPERIENCE ANALYTICS

INCL. NPS AND MARKET RESEARCH ANALYTICS

WHO’S IT FOR?

Customer Experience Professionals
NPS Program Managers
Customer Insight Managers
Contact Center Managers

WHAT’S INCLUDED

Multi-language text analysis
Automatic categorization into topics
Industry-specific topic template
Topic-level sentiment analysis
Customizable and dynamic reports
Easy-to-distribute insights
All feedback in one place
APIs (SOAP and REST)

YOUR CURRENT CHALLENGE

You receive high volumes of open-text feedback comments from multiple channels, and you struggle with systematically turning them into actionable insight in a timely manner.
Manually reading and categorizing all comments is slow, expensive, and inconsistent. You’ve tried keyword analysis, but it doesn’t provide statistically meaningful or actionable information.

Feedback results from different processes and channels are not aggregated, so a lot of valuable information gets lost in organizational silos where it can only be utilized by those who have access to it.

DATA INPUT

Real-time web interface or manual upload.

YOUR DATA SOURCES

Ongoing feedback processes: NPS, CES, C-SAT
Spontaneous feedback: email and webforms, contact center tickets.

ETUMA SOLUTIONS FOR OPEN-TEXT FEEDBACK

EMPLOYEE EXPERIENCE ANALYTICS

WHO’S IT FOR?

Human Resource Professionals
Recruiters
Executive Team Members
Department Managers

WHAT’S INCLUDED

Multi-language text analysis
Automatic categorization into topics
HR-specific topic template
Topic-level sentiment analysis
Customizable and dynamic reports
Easy-to-distribute insights
All feedback in one place
APIs (SOAP and REST)

YOUR CURRENT CHALLENGE

You recognize the importance of both retaining your top performers and attracting the best new talent. As the global competition for talent intensifies, you’ve had to shift your focus from annual employee satisfaction questionnaires to frequent employee pulse surveys or ongoing feedback.

Since these tools tend to be comprised mostly of open-text fields, you and your team are scrambling to read through all the comments and manually categorize them to get a clear picture of what your workforce want and need, potential threats to employee retention, and current trends in recruitment.

DATA INPUT

Real-time web interface or manual upload.

YOUR DATA SOURCES

Employee Pulse Surveys
Employee Engagement Apps: APIs, feedback forms, email