Clootrack Real Time Customer Experience Analytics Platform

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

• Non actionable insights

• 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

• Highly Expensive

• 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

• Error prone

• 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

• Hence results actionable

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

• 2. Key Customer Concerns

• 3. Brand Equity of Incumbent Players

• 4. Competitor Strengths & Weaknesses

• 5. Emerging Trends

• 6. Answers to client hypothesis on various aspects like design, color etc.

Domain Expertise

Clootrack Analysis Engine

High Level Overview

STEP 1:

• Configure brand Details

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:

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.

• 5. Cost Effective

• 6. Works complementary to existing systems eg: Listening tools, Survey Results etc.