Our software makes your customers happier
We interpret customer touchpoints
We create customer profiles
We put you in control of your customers' journeys
Because your customers expect a vastly different user experience with you today than they did over the past decades, being in touch with your customers and knowing what drives them is essential for any business.
We are a small and innovative startup consisting out of a handful extremely bright people. Add to that our ability to see the bigger picture and you have the winning combination that is UnderstandLing. Our tool CEMistry combines many expertises into a single solution and is something that many large organization have pursued creating in the past, failing in their attempts.
We believe that no one knows your business better than you. It is our philosophy to provide you with the right tools and solutions to create your own insights and help you interpret them. Instead of providing yet another silo-solution that only polludes your landscape, we bring you an integrated and real-time solution that puts your customer central.
As a big data developer, you will be working on CEMistry and implementations thereof with our clients. You will be working mostly from home, with daily updates with your colleague developers and weekly updates with the entire team. You will work on challenging problems ranging from scalability in the billions of records to application of sophisticated machine learning algorithms.
With our tool CEMistry, we provide an integrated and real-time tool that collects and interprets your customers' touchpoints and behavior. Doing so, it is able to create increasingly enriched profiles of who your customers are and what drives them.
CEMistry assigns any touchpoint to one of four domains: web, mobile, text or CRM. For each domain, the touchpoint is analyzed differently. Textual touchpoints such as e-mail, social media, blog posts and transcribed customer center calls for example, are enriched using natural language processing such as emotion analysis, topic detection and summarization.
Behind each touchpoint is an actual person, your customer. CEMistry also uses the touchpoint to learn about this customer. Every touchpoint on its own will give CEMistry information on who the customer is and adding touchpoints up over time increases CEMistry's completeness and accuracy on each customer's profile.
CEMistry is a Customer Experience Solution that creates a fundamental starting point from which any customer-centric process can be facilitated. As such, it shares similarities with numerous popular tools currently available that each offer a silo solution. The diagram below depicts how CEMistry relates to each of these tools.
All of the mentioned tools focus on one or at most two of the areas CEMistry focuses on. This results in rigid silo solutions that do not integrate well with others. CEMistry instead focuses on integrating any form of data and combine it into a single customer experience management solution.
While CEMistry will be able to cover 95% or maybe even 99% of each of these tools individually, it's primary application is not to compete with these tools since it tackles a whole different challenge. If you are looking for a best of breed web analytics or text analytics solution, CEMistry will most likely not be your first choice, even though it has most of the desired features. If, however, you are looking for a more strategic and versatile solution that fundamentally answers questions across the entire customer experience, CEMistry is the only tool that can help you.
Replacing one of the mentioned tools with CEMistry is perfectly feasible as long as the 95% overlap is sufficient for you - which in many cases, it is. Alternatively though, since CEMistry is designed not to be a silo solution, it integrates seamlessly with all of the mentioned tools, using them as sources for further analysis.
RNW Media led a project called Yaga Burundi in which Burundi society was given a voice around surpressed topics. With their tool CEMistry, UnderstandLing analyzed all data around the Yaga Burundi project to answer the main question: "Does RNW’s way of working create conversations amongst its audience?".
The Dutch government accepted legislation that made Dutch municipalities responsible for accrediting budget to their own local projects. Since this was the first time this happened in the Netherlands, municipalities were looking for quantifying their different projects and finding out where budget should flow to in order to improve their own municipality.
UnderstandLing interviewed 11 different companies in-depth for their opinions on customer experience management (CEM). Together with the interviews, an extensive desk research was performed. This white paper summarizes the research's findings.
The advertised cases above show only a limited amount of cases that UnderstandLing has done since these are ones that are publicly available. Contact us to request a case that fits your domain.
With the increasing capabilities of big data science solutions - such as CEMistry - grows the concern around privacy infringement and ethical usage. Of course you value your customers' privacy. CEMistry allows you to learng as much as possible from your customer within the boundaries of respecting privacy regulations as well as individual privacy demands.
CEMistry by default is ran as software as a service (SaaS) but can effortlessly be set up on-premise, provided proper hardware and infrastructure is present. This way, your (customers') data will never leave your premise. Apart from opening up one secured endpoint for CEMistry to receive your customers' touchpoints, everything else remains unavailable to outside world, ensuring best security possible.
Concluding, CEMistry maximally utilizes potential while fully respecting privacy.
CEMistry's main application is to profile your customers and the touchpoints they generate. Being an application on its own, this fundamental layer allows for any customer-centric application on top of it that will benefit from it. We realize it may be difficult to fully understand the potential of what CEMistry can mean to you. Read about some ideas on what you can do with CEMistry or contact us for more information.
There is a plethora of software tools that collects user-generated data, sometimes even without you knowing so. Iconic for all these tools is that they operate in isolation and are difficult to integrate with each other. Although many of such tools claim to provide you with a 360 customer view, none are as accurate, efficient and easy to use as CEMistry.
Many programs that benefit your customer benefit from an as broad and correct as possible customer profile. Not just for segments of your customers, but on an individual level. Only then can you be relevant for all of your customers. We call this profiling.
Being able to identify all aspects of your customers in real-time, is hence one of the biggest fundaments that customer experience management is built upon. Directly knowing what your interactions you and your customer have had – across all possible channels – will be crucial in your success in a data-driven and customer centric world.
CEMistry allows you to access all customer profiles and interactions in a single environment for day to day operations. Its analytical capabilities allow you keep a close eye on trends and insights relevant for your customer strategy.
Acquiring a new customer is 15 times more expensive than retaining an existing one. Surprisingly, most companies spend more on customer acquisition than on retention though. While customer experience management also includes acquisition, the existing customer should not be overlooked. After all, they are just as valuable – if not more – than new customers.
Motivators keeping your customers with your organization are key to get into sight. This holds even more so if you can also find the (de-)motivators of your competitors’ customers! Such a helicopter view on the market allows you position yourself and gets you to know why your customers choose you, all in a quantifiable way.
Using focused KPIs and targets, your organization can climb to the top in those areas in which you are strongest within your sector. Similarly, you will be able to overcome and improve on your weaker spots. Finally, you will be able to tap into all new opportunities and give answers to questions you never knew existed.
On the flipside of customer retention is customer acquisition, also known as buyer intent. Using the advanced psychological models that CEMistry offers, it becomes easy to identify customers that you can cross-sell or upsell to as well as identify potential lead custuomers that currently you can acquire.
Of course you want to acquire new customers with as little effort as possible, starting with leads or customers that are most easily persuaded to cross- or up-sell to or to acquire. With CEMistry, you will be able to pinpoint these opportunities and focus your energy on the quickest gains.
Who would not want to know what their customers are thinking? The demands of your customers differ per individual person. Predicting the next-best-action (NBA) allows you to respond to your customers in a timely manner, keeping everyone satisfied.
Map out which customers are dissatisfied and learn why. Help them.
Map out which customers are happy and why. Leverage these ambassadors.
Never forget your biggest group of mostly passive customers. They are your organization’s beating heart. Cherish them, making sure they can grow to become ambassadors and prevent them from turning dissatisfied.
With tailored communication towards every individual customer – based on accurate information – you can do exactly this; always perform the next-best-action.
The idea of CEMistry was born with the ultimate application area of a customer care center in mind. Imagine having a customer with a specific need that is (relatively) urgent. This customer will use your website to service him. If this does not yield satisfactory results - something that more often than not is the case - the customer will try other media such as your mobile app or resort to your customer care team on social media.
Awaiting reply from your end, by now the customer is frustrated and impatient and will pick up the phone as a last resort to call your customer care department. As soon as the customer identifies himself, CEMistry will be able to exactly show you what path this customer has followed and - using the Next-Best-Action application described - even recommend you what this customer is looking for.
Of course, when a customer has to pick up the phone to call your customer care department, you are already too late. This is why CEMistry focuses so heavily on realtime application. CEmistry can help your customer before the urge to call you arises, avoiding frustration as a whole.