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LSH 21.03.25
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
- 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
- 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
- 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
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
- 3. Brand Equity of Incumbent Players
- 4. Competitor Strengths & Weaknesses
- 6. Answers to client hypothesis on various aspects like design, color etc.
Domain Expertise
Banking & Finance
- Banking
- Finance
- Securities
- Insurance
Consumer Goods
- FMCG/CPG
- Consumer
- Electronics
- App Based
- Services
Hospitality & Tourism
- Hospitality
- F&B
- Tourism
- Travel
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Auto & Transport
- Automotive
- Transport
- Market Places
Utility Services
- Telecom
- Electricity, Water and other utilities
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Clootrack Analysis Engine
High Level Overview
STEP 1:
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:
Central/South America
- Argentina: 451,616
- Bolivia: 3,984
- Brazil: 1,856,825
- Chile: 241,536
- Colombia: 343,336
- Costa Rica: 14,797
- Ecuador: 31,968
- El Salvador: 12,425
- Guatemala: 10,932
- Honduras: 5,628
- Jamaica: 2,485
- Nicaragua: 4,272
- Panama: 16,403
- Paraguay: 2,881
- Peru: 170,800
- Uruguay: 9,915
- Venezuela: 18,725
Europe
- Andorra: 3,910
- Austria: 70,595
- Belgium: 155,979
- Bulgaria: 33,386
- Croatia: 42,523
- Czech Republic: 93,639
- Denmark: 68,229
- Estonia: 6,509
- Finland: 59,116
- France: 1,420,273
- Germany: 1,443,580
- Greece: 59,892
- Hungary: 119,243
- Ireland: 77,603
- Italy: 763,751
- Latvia: 11,213
- Lithuania: 10,675
- Netherlands: 345,051
- Norway: 74,229
- Poland: 339,604
- Portugal: 105,476
- Romania: 150,534
- Russia 1,210,186
- Serbia: 10,939
- Slovakia: 21,526
- Slovenia: 9,173
- Spain: 842,054
- Sweden: 164,745
- Switzerland: 45,143
- Ukraine: 152,214
- United Kingdom: 2,830,486
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North America
- Canada: 1,300,880
- Dominican Republic: 16,520
- Mexico: 1,309,376
- Puerto Rico: 14,279
- United States: 15,232,776
Asia Pacific
- Australia: 923,598
- Bangladesh: 8,083
- China: 1,667,851
- Hong Kong: 124,931
- India: 3,390,559
- Indonesia: 1,212,041
- Japan: 1,470,321
- Kazakhstan: 9,855
- Malaysia: 253,156
- New Zealand: 72,664
- Philippines: 986,024
- Singapore: 193,509
- South Korea: 579,671
- Taiwan: 359,141
- Thailand: 503,293
- Vietnam: 259,007
Middle East
- Bahrain: 1,758
- Israel: 65,689
- Jordan: 8,628
- Kuwait: 8,924
- Oman: 1,181
- Pakistan: 70,869
- Qatar: 4,314
- Saudi Arabia: 196,741
- Turkey: 629,806
- United Arab Emirates: 133,676
Africa
- Algeria: 17,178
- Egypt: 228,670
- Ghana: 1,960
- Kenya: 48,025
- Morocco: 44,993
- Nigeria: 180,285
- South Africa: 244,307
- Tunisia: 1,580
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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.
- 6. Works complementary to existing systems eg: Listening tools, Survey Results etc.
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