Satsum reinvents customer experience measurement for E-retailers. Satsum uses machine learning to understand your customers needs and wishes, providing clear and actionable metrics on what drives your customer satisfaction.

1. “ Leaders start with the customer
and work backwards. They work
vigorously to earn and keep
customer trust. Although leaders
pay attention to competitors, they
obsess over customers.
Amazon Leadership Principles
“

2. How can your company stand out?
Source: “Econsultancy Quarterly Digital Intelligence Briefing: 2015 Digital Trends”
Adobe and e-consultancy asked this to more than 2,500 marketers around the globe
Marketers’ indicate
Customer
Experience as the
most exciting
opportunity of 2015
and the next 5 years

3. Do you know if you’re delivering
a great customer experience?

4. Satsum helps businesses to
Improve customer experience
Become more customer-centric
Measure customer experience

5. A bit about us
Satsum was founded in 2014 by Andy Lees, former senior executive
at Kantar (WPP group)
Satsum technology was developed as a result of Andy’s 20 years
experience in technologies for customer insights
A wide range of companies (from e-commerce to telecom) already
use Satsum to measure and improve their customer experience

6. This is what Satsum can do for you.

7. A typical E-commerce Customer Journey
Search
Discovery
Evaluation
Ordering
Delivery
Unboxing
Usage
• SEO
• Social media
• Emails
• Content
• I like how it
looks
• I want one of
these
• Could I get
this cheaper
elsewhere
• Does it do
want I want?
• Will it fit?
• Courier
• Courier
support
• Packaging
• Conditions
• Product

8. This is what you probably measure
Search
Discovery
Evaluation
Ordering
Delivery
Unboxing
Usage
Web Analytics

9. This is how customers decide
Search
Discovery
Evaluation
Ordering
Delivery
Unboxing
Usage
Web Analytics
Full customer experience. Will I go back to purchase more?
There’s no growth without retention. There’s no retention without great customer experiences

10. Satsum provides the holistic view
Search
Discovery
Evaluation
Ordering
Delivery
Unboxing
Usage
Web Analytics INTEGRATION

11. Satsum continuously measures the
experience across all touchpoints
Satsum is your own customer experience dashboard. Our technology allows you to continuously
capture and interpret feedback from different touchpoints, giving you a comprehensive view of the
service you provide to your customers.
Satsum continuously
collects data and
analyzes it in real
time
Satsum automatically
determines metrics
like NPS, Customer
Effort Score, and
CSAT

12. Our tool provides modern, pleasant,
feedback channels for your customers
We put great effort in designing our interfaces, ensuring your customers have a great experience
even when filling a questionnaire. You get more responses, and your brand benefits too.
Helpfulness of
the agent

13. Data can be collected from various
channels ensuring a wide reach
Mobile Web Email In-store
tablet
Integrations

14. Satsum automatically determines how to
improve your customer experience
Satsum technology treats every touchpoint differently, automatically determining which factors
drive a good experience and how you’re doing on them.
Satsum automatically
determines what drives your
customers’ opinion about you.
The system also provides
actionable recommendations on
how to improve
Tracking of your
performances over time

15. Satsum makes E-retailers
more customer-centric
We provide you with a more comprehensive view of the experience you deliver to your customers
every day. We determine actionable recommendations for improvement. With so much visibility, you
can really start putting your customer at the center of your strategic decisions.
Comprehensive view of customer experience
Improvement recommendations
Performance tracking

16. How to start with Satsum
Sign up at http://satsum.com and enjoy our 30 days trial
Contact us at info@satsum.com, we are happy to help setting things
up

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