Etuma gives you a comprehensive view of what your customers are saying to your feedback systems and all over the web. Etuma is a pure cloud service.
We do it with unrivaled accuracy and in real time, and you can be reaping the benefits by tomorrow afternoon – it’s that simple. You’ve never seen customer feedback analysis like this
If you’re in the business of selling a product or service, you can bet your customers are talking about you somewhere. Why not tap into that resource and join the ranks of today’s most successful = customer experien
ce-driven companies? What you get
We know you have access to a wealth of useful information in the form of text-based feedback from your customers. But the fact that this feedback comes from multiple channels makes it hard to gain a comprehensive view of what they are trying to tell you. Etuma gathers all your feedback into a single analysis service, detects all the possible discussion topics in each individual feedback message, and assigns a sentiment value to each one. We give you
- Accurate and timely information for decision making
- A comprehensive management view of all customer feedback
- Marketing campaign monitoring to know what your customers think about your ideas before consumer behavior changes
- Quick operational error correction to minimize damage and prevent an even bigger crisis
- Product- and service-specific information automatically routed to product line managers
- Real-time information on how your competitors' activities affect your market. How we do it
Etuma's feedback analysis service is the culmination of thirteen years of research and development. Based on an in-depth linguistic understanding of language structures, semantics, syntax, dialects, and slang, our Natural Language Processing engine provides the world's fastest and most accurate discussion topic and sentiment identification, yielding over 90% Topic and Sentiment identification accuracy. Most Text Analytics or Natural Language Processing solutions understand only English or very few additional languages. And the syntactic and semantic understanding of any additional languages is often very limited. Etuma's technology understands ten languages, each on the same advanced level. Etuma feedback analysis currently supports English, French, Italian, German, Spanish, Swedish, Danish, Dutch, Norwegian, and Finnish. SalesForce.com provides the customer portal for us, and the computationally heavy language processing is done in the Amazon EC2 cloud. Who we are
We're experts in modern linguistics, internet services development, business development, and sales. We love language, and technology is an outlet for our passion. We get our kicks from providing a way for people to find, organize, and extract relevant and useful information from masses of text. Our specialists are university-educated linguists, IT professionals, and masters of computer science. Several of us hold doctoral degrees with extensive research backgrounds. Our success is based on our strong technical capabilities combined with our in-depth understanding of and passion for linguistics and excellent customer service and overall customer experience
02/08/2016
http://www.etuma.com/blog/text-analysis-tableau
Tableau is a great tool to visualize structured data but how well does it work for unstructured feedback analysis.
02/08/2016
http://www.etuma.com/blog/how-to-choose-a-verbatim-analytics-provider
Choosing the right vendor to analyze customer verbatims is a difficult task. This twelve point check list outlines some pointers on how to do it.
15/02/2015
Amazing to see so many companies still manually process incoming email and web feedback. Here a solution to achieve significant savings in your contact center costs:
Considering the current state of language processing technologies, it is quite amazing that contact center staff is still reading, analyzing and categorizing every incoming email and web form manually. In most other industries, similar tasks have been automated already a long time ago. Language tech…
12/02/2015
Want to know how to run a high-quality contact center efficiently? Check out Etuma Contact Center Categorizer on Slideshare:
How to overcome the typical problems faced when running a high quality contact center efficiently? Solution: Deploy Etuma's Automatic Ticket Categorization Ser…
05/02/2015
New blog post explaining that you only need 4 inputs and outputs to capture and act on customer feedback
There are many enterprise processes that would run better if they took into account not only the hard statistics of what is happening in the customer interface, but also the concerns, interests and ideas that customers have. After about 5 years and millions of customer comments, I am starting to und…
03/02/2015
A new blog post reviewing Tableau as a visualization tool for text-based customer feedback analysis
There is a learning curve, but once you get the hang of using Tableau, the ability to visualize complex multidimensional information is better than anything I’ve used so far. We’ve had a Tableau license for a while but I have not been able to figure out a good way to visualize customer feedback te…
21/01/2015
New on our blog: a few points to take into consideration to make sure you get the most value out of your loyalty program survey data
Retail companies know quite a bit about their loyalty program participants. They know where they live, how often they make a purchase, what they buy, when they buy and how much they spend. What they don’t know is how the customers feel about the purchase experience, what new products they would like…
31/12/2014
Happy New Year!
19/12/2014
Season's Greetings from Etuma!
This has been a year of growth both for Etuma and the Customer Experience Management/Voice of Customer business. Whereas last year companies were still wondering whether to invest in Customer Experience Management, this year CX/VOC started becoming a mandatory competitive requirement. I want to brin…
10/12/2014
Etuma Customer Feedback Analysis - how to keep your customers loyal: http://www.slideshare.net/Etuma/etuma-customer-feedback-analysis
Etuma Customer Feedback Analysis - Making Sense of Customer Emotions. Companies are facing ever increasing competion. How can Etuma help to make sure your cust…
09/12/2014
New on Slideshare: NPS gone wrong - 5 implementation mistakes
As Customers, we are currently saturated with Net Promoter Score (NPS) surveys. Top management likes the NPS process because it is simple — one score — they …
08/12/2014
New on our blog: 5 implementation mistakes companies make when implementing an NPS process: http://www.etuma.com/2014/12/08/nps-gone-wrong-5-implementation-mistakes/
As Customers, we are currently saturated with Net Promoter Score (NPS) surveys. Top management likes the NPS process because it is simple — one score — they get it! The NPS process is quite simple and should be easy to implement well. Yet I see a lot of badly planned and executed processes. Here a…
06/12/2014
Congrats to Kesko on the K-Supermarket at Postitalo Helsinki being Kantar Retail IQ Store of the Week! http://www.kantarretailiq.eu/Conversation/ConversationDetails.aspx?id=638068
Followers on Twitter or visitors to this blog might be forgiven for believing that I spend most of my time being sarcastic about supermarkets, shovelling vast quantities of hamburgers down my throat and watching endless amounts of semi-professional football. On the whole, they would be correct.
03/12/2014
New on Slideshare: 7 lessons learnt from analysing 20 million feedback messages
At Etuma we have analysed over 20 million feedback messages for our customers. In this slideshare we go through the 7 lessons from analysing those feedback mes…
03/12/2014
Etuma webinar:
SOSIAALISEN MEDIAN ANALYYSI - SUOMESSA TOIMIVAT PANKIT 12.12: http://www.etuma.com/webinaari/
Etuma WebinaariSosiaalisen Median Analyysi - Suomessa toimivat pankit Olemme keränneet yhteistyökumppanimme Futusomen kanssa noin 16,000 kommentia sosiaalisesta mediasta. Tällä kertaa haun kohteena on Suomessa toimivat pankit ja ajanjakso on jatkuvasti päällä oleva haku, joka alkoi elokuussa 2014. K…
28/11/2014
Seven text analysis lessons we have learnt from analysing over 20 million feedback messages from our customers
Seven Text Analysis Lessons We've Learned from Analysing Over 20 Million Feedback Messages for Our Customers
26/11/2014
Etuma made it into the top 10 as well:
Top 10 Startups Ready To Expand To The UK By Dmitri Sarle, November 25, 2014, Leave a Comment We have written several times about startups choosing London as their second base or moving there entirely. It is a logical step for many from the region. To assist them in this process, there is the UK Tra…
25/11/2014
Surveytagger has its own page too, naturally.
25/11/2014
Check out this video, which tells you everything you need to know about Surveytagger, our new self-service feedback analysis offering:
This is "Surveytagger" by Surveytagger on Vimeo, the home for high quality videos and the people who love them.
25/11/2014
Etuma has launched a new self-service product, allowing you to quickly analyse high volumes of customer feedback. Check it out:
20/11/2014
New on our blog: How to build buyer personas with customer feedback and data
A blog post about how to build buyer personas with customer feedback, text analysis, demographics and purchase data.
17/11/2014
Etuma currently at nr 50 of the Startup100! Of course we want to go higher, but not bad for a B2B Customer Experience cloud service provider vs many B2C / gaming / etc startups! http://startup100.net/
Startup100 is a monthly chart of the hottest startups in Finland. The rankings are based on online visibility and mentions.
12/11/2014
Happy to announce that Etuma is in the finals of the Tech2UK competition! https://www.gov.uk/government/world-location-news/competition-launches-for-companies-in-finland-and-the-baltic-region
The competition is open to technology companies in Finland, Estonia, Latvia and Lithuania who are interested in entering the UK market.
11/11/2014
"What's in it for me?" - What a shift in focus to Customer Experience means for various stakeholders. Guest post by Johanna Vesterinen, XperienceFocus
This post is a guest post by Johanna Vesterinen, the founder of XperienceFocus. More and more, companies are developing their competitive edge on the basis of customer experience. When a company decides to do so, engaging everybody from top leaders to operational teams and individuals is key to th…
20/10/2014
Want to know what 250,000 comments tell you about the state of grocery store chains today? Check out our upcoming webinar for the answer!
Etuma WebinarImpact of Social Media on Grocery Store ChainsSince the beginning of this year our partner Futusome has gathered over 250,000 feedback comments made by grocery store shoppers on blogs, forums, and Social Media. Now we are ready to unveil our findings. Shoppers provide feedback through…
15/10/2014
How the need for customer feedback analysis is driven by regulatory compliance and quality assurance (new on Slideshare):
Regulators and quality assurance certification bodies require companies to deal with customer feedback properly. How can Etuma help you make sure you fulfill r…
09/10/2014
Etuma's product manager, Lasse Lumiaho, talks about how to deal with sensitive data
09/10/2014
Etuma's product manager, Lasse Lumiaho, talking about how different roles in the organisation can get the most out of Etuma's Insight Portal.
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