Dictanova provides customer experience analytics software that centralizes customer feedback from various sources, analyzes the data using semantic analysis, and provides insights and dashboards to help companies understand the customer journey, identify issues, and drive experience improvements. The software helps break down silos, explain variations in customer satisfaction scores, and empower managers. It was created in 2011 and has been used by retailers, insurers, banks and other industries to analyze hundreds of thousands of customer comments annually.

1. CUSTOMER EXPERIENCE ANALYTICS SOFTWARE
Follow your customers’ voice
e

2. The secret sauce of top companies?
Word to mouth
Better
customer
loyalty
a seamless customer experience
Increasing
incomes

3. NPS
50
To understand your
customers’ experience
one score is not enough…

4. There are specific feedbacks for every
step of your customers’ journey
9
10
4
10
8
10
2
10
7
10
«The website is really
well done, very clear
and efficient, I liked
the high quality of
the pictures»
«Dirty and messy
shop, it’s really
difficult to find your
way through the
shelves!»
«No checkout
waiting, and the
cashiers are
extremely nice.
Moreover the bags
are really pretty!»
«The advisor has been
pleasant and efficient to
fix my problem, but the
waiting was
unbearable»
«My package was 3
days late and it was
damaged, it’s not
serious!»

5. Organize
Mobilize Understand
Drive
Dictanova centralizes your customer feedbacks and mixes them with your CRM data. That gives you
a Customer Experience GPS that will lead you thanks to the richest data you have: your customers’
feedbacks.
Follow your
customers’ voice

6. Organize your customers’ feedbacks
CRM data (segments,
LTV…)
Satisfaction surveys &
reviews
Customer interactions
Dictanova collects your customers’
feedbacks continuously and in real
time:
✓ free text (verbatim)
✓ satisfaction score
✓ metadata (city, customer
segment…)
You can also import files: your
customers’ feedbacks are not in the
wild anymore, they are organized
and can be easily queried.

7. Understand satisfaction criteria
We categorize customer feedbacks with our semantic analysis engine and extract key insights automatically.
Your customers’ words are correlated with other data (satisfaction score, customer data…) to identify insights for
your business.
Clean shop, great
promotions, nice
employees, but it is
really difficult to
park in the
neighbourhood!
X Cleanliness
X Friendliness
X Ease of access
X Promotions

8. Mobilize the whole company
Share the voice of the customer at every level of the organization! Our software can be used by everyone,
from any terminal. The dynamic dashboards are easy to read and act on. Everyone can have a relevant report in
their mailbox.
Graphs can be clicked and
exported, word clouds,
collaborative features…

9. Drive the customer experience
The Voice of the customer becomes a management tool… as well as a transformation one! Discover what
subjects impacts the most on your customer satisfaction, plan corrective actions and watch for their efficiency.
Drive your commercial network, keep your teams motivated: get the customer at the center of decision making.
Compute the impact of
your customers thoughts on
your satisfaction score
Watch the evolution of
topics and scores over time

10. Agility
Kick- off
Data audit &
import
Tailored topic
plans
Training
LAUNCH RUN
★ Follow up
★ Training updates
★ Use cas workshops
1 month
Our launching process is structured but fast and agile. We focus on empowering our users, so they can be
quickly ready to leverage their customer data.

11. Proximity and expertise
Our team of Customer Success Managers stands by your side to help you get the best out of our software.
Training, advices and online support are included.
✓ In-app chat support
✓ Customer Success Managers
teammates have marketing backgrounds
✓ Help with insights understanding

12. State of the art technology
No hosting or setup costs.
The software is automatically
updated on a regular basis so
you can take advantage of the
latest features. You can use it
from your tablet or mobile
phone.
SaaS Semantic analysis
Our semantic analysis engine
is based on the most recent
scientific works.
Our R&D team actively
contributes to science and
integrates its discoveries along
the way.
If you are interested in
integrating Dictanova into your
SI, you can.
All features are available
through the API without the
need to use the user interface
if necessary.
« API first »
#BIGDATA #api #saas #analytics

13. They are
customer centric
retail insurance banking
energyconsulting
leisure

14. ✓ Centralize feedbacks and break silos
✓ Explain the occasional and structural variations of NPS
✓ Help managers enhance customer experience at their level
(service, shop…)
7 NPS surveys,
one for each
step of the
customer
journey
500K
verbatims
/year
+200 users
#customercase
› More info

15. ✓ Detect topics that impact customer satisfaction
✓ Enhance the global satisfaction score of Feu Vert
✓ Share best practices between auto centers as a management
tool of the commercial network
Online
reviews
published
with eKomi
50.000
verbatims
/year
350 auto
centers
› More info
#customercase

16. In the press:
2011 Creation of Dictanova within LINA (Computer Science
Laboratory of Nantes University)
3 Years of R&D before launching our software (and we keep
investing massively in R&D since)
1,2MEUR Amount we raised in the beginning of 2016 to accelerate our
growth
20Number of passionate teammates in the Dictanova team
in numbers…

17. contact@dictanova.com
+33 285 524 236
› www.dictanova.com
CUSTOMER EXPERIENCE ANALYTICS SOFTWARE