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Qurater customer service product guide
Qurater Business Edge is a customer service management tool that: 1. Discovers customer service issues from social media and websites. 2. Allows representatives to be assigned issues, track status, and manage customer communications. 3. Provides analytics on issues categorized by product, issue type, source, and competitor brand to gain insights.
Qurater customer service product guide
- 1. Qurater Business Edge BigData Approaches for Customer Care PRODUCT GUIDE
- 2. Discover & Manage customer serviceissues with Qurater Business Edge Qurater Business Edge Provides 1. Issue discovery from social & any web site, forum of choice 2. A customer representative management console to assign, track & manage issues 3. Analytics & insights across various dimensions for your brand and competitors of choice Qurater Business Edge Big Data Approaches for Customer Care
- 3. How customer service issuesare discovered, tracked and managed • Facebook • Twitter • Google+ Social • 100+ sites tracked Web / Forums • Custom inbox integrationEmail Discovery & Classification Tickets User1 User2 User3 User4 Tickets (issues) assigned to Users Open In Process Closed How tickets are managed Sub Brands Issues by sub-brand Issue Type Issues classified by type Competitor brands Various brands in the industry Channel Source of the issue Analytics / Insights
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- 5. Product Tabs Summary MyComplaints : Complaints & Issue list that is assigned to a specific user & capability to manage Team Overview : Summarizes the teams performance : Open, In Process & Closed All Complaints :Complaints & Issue list across all members of the team Product Insights : This is analytics representing issues categorized by the product category Issue Insights : This is analytics representing issue sub-categorization Channel insights : This is analytics representing the source of the issue setup : here products, which social accounts, forums & websites to be tracked is entered users – here user set up is done & includes whether the user is a rep or a manager competition – this is where you would enter which competitive brands you want tracked Customer service – this is the default view & represents the customer service issues to be managed Insights – this is the analytics section for the various competitors to be tracked
- 6. This is theview you would see first see when you log in – “My Complaints” and this shows the “Complaints & Issues” list ordered by the most recent discovery. The representative has the ability to manage from this view by clicking on the “details” tab for each issue Each issue is tracked by various metrics such as elapsed time, ticket date, publish date, issue type, what product, which channel & status Ticket / issue status 1. Open – once issue is discovered and assigned 2. In process - when rep is working on an issue 3. Closed – status when a ticket is closed My Complaints Search the database & filter by time Filters on the side bar provide various dimensions of the Complaints & Issues view – “By Product”, “By Issue” & “By Channel”
- 7. This is theDetails tab, where the rep can manage the issue. Re-assign an issue to another rep Close the issue Change to in process Add notes Based on the source of the issue, can contact the user accordingly For facebook, can view the issue on facebook and reply thru this app Ticket Details
- 8. Facebook in-app reply Toenable facebook in-app reply 2 things are needed 1. rep has to be given permission to post on the brands facebook page 2. the user has to connect his facebook account thru this app (under set up)
- 9. This view istypically for a manager who can track each customer service representative performance and also track the brand’s overall performance For each rep, following is tracked a. Open tickets b. In process tickets & c. Resolved or Closed The graph summarizes Open - # of tickets for the timeline chosen Created - # of new tickets created today Responded - # of In process + # of closed Team Overview
- 10. This is the“Complaints & Issue” list aggregated across team members and additional ability to filter by a specific user/representative All Complaints
- 11. In this view,the Complaints & Issues are categorized by the product type with a daily & cumulative tracking of the data Currently the product has been set up with a default set of product types (e.g. phone, electronics etc.). There is customization flexibility to set up with product choice determined by the brand/user Product Insights
- 12. In this view,the Complaints & Issues are categorized by the issue type with a daily & cumulative tracking of the data Currently the product has been set up with a default set of issue types (e.g. service, etc.). There is customization flexibility to set up with issue choice determined by the brand/user Issue Insights
- 13. In this view,the Complaints & Issues are categorized by source of the discovery (e.g. facebook) with a daily & cumulative tracking of the data Channel Insights
- 14. In the Setupsection of the product, what sources to discover issues from can be specified. This includes what products, connect to specific social accounts (e.g. brands facebook page), specific facebook pages, specific twitter handles and list of forums and websites Setup
- 15. In the Setupsection of the product, what sources to discover issues from can be specified. This includes what products, connect to specific social accounts (e.g. brands facebook page), specific facebook pages, specific twitter handles and list of forums and websites Setup
- 16. This is theteam set up section of the product & users can be added including their role in the organization (customer service rep or manager). Role assignment directs the specific view the product provides Users
- 17. Competition In this sectionvarious brands/competitors you want tracked can be set up. This set up drives the insights you would want tracked for each of your competitors.
- 18. Insights Each competitive brandinsights in provided here and granularity of the data is By product, By Issues, By Channels & By Conversations.
- 19. Qurater has built thedeepest intelligence for discovering and addressing customer service issues. Industry specific approaches