customer service

1. Qurater Business Edge
Big Data Approaches for Customer Care
PRODUCT GUIDE

2. Discover &
Manage customer
service issues
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
issues are 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

4. http://xolo.quraterapps.com/

5. Product Tabs Summary
My Complaints : 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 the view 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 the Details 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
To enable 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 is typically 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 Setup section 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 Setup section 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 the team 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 section various
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 brand insights in
provided here and granularity of the
data is By product, By Issues, By
Channels & By Conversations.

19. Qurater has built
the deepest
intelligence for
discovering and
addressing
customer service
issues.
Industry specific
approaches