Even industries do share a common set of needs, trends, and practices, but Not one objective of two organisations is the same, so with the analysis. Generic analysis is equivalent to less accurate. http://Croakun.com is the Sentiment Analysis technology backbone for some government linked companies and marketing agencies with clients of different industries and domains. That's the reason Croakun is among top 1% of over 1500 GIST ventures in 54 countries. Sentiment analysis can also provide early insight into competitors’ initiatives. Very often companies will test market before they release a product. And no matter what you get people to sign saying that they won’t share information, they’ll go online and talk about products they’re excited about. In addition, sentiment analysis can alert companies of new competitors who are bubbling to the surface. If you are Celcom, you know that Maxis is one of your competitors. But Celcom may not think of WhatSim being a competitor. Domain specific and Entity level sentiment analysis will be a critical keys to be deeply understanding our target customers. You can have the total customised and highly accurate sentiment analysis based on your objective. The complexity is handled by our technology with a team of skilled data scientists, domain expert researchers and developers. You can finally understand your customers better. Just focus on improving loyalty and increasing sales. Boom!

1. CELCOM DAILY REPORT
AUG 30, 2013
CroakunCustomized Media Intelligence
Chew Kai Feng : kaichew@croakun.com | +6.017.952.8807
SAMPLE
Disclaimer
This
is
only
an
example
based
on
publicly
available
data.
Actual
usage
is
kept
strictly
private.

2. Executive Summary AUG 30, 2013
Overview
Mentions are increased 39.6% from 786 to 1093
Very negative about Slow Connection
Very negative about No Call Center Support
Very negative about Payment Forfeited
Recommendations
Tiny Freebie to improve sentiment after System
Upgrade issue to avoidTermination
Asking to RT and reshare System Down Notice

3. Dec 30 Twitter Facebook
Total 753 (68.9%) 340 (31.1%)
10.00 PM 105 26
09.00 PM 85 35
08.00 PM 74 24
07.00 PM 68 13
Total of 1,093 feeds collected from Facebook
( 340, 31.1% ) and Twitter ( 753, 68.9% ).

4. TWITTER

5. Celcom is the second most tweeted, after Maxis.
2,320
1,114
175
269
115

6. The most tweeted category is Network, with 201
tweets, 26.7%, following by Activation.

7. beta
The most tweeted location is
Kuala Lumpur, 10.3%

8. Most of the positive tweets are about Activation with
56 tweets, 36.1%

9. Most of the negative tweets are about Network with
173 tweets, 33.1%

10. Generally, consumer is negative about Celcom brand.

11. In Activation category, the negative sentiment is because
Celcom system upgrade, causing the slow activation
process.The positive activation is because converting to
Celcom from anotherTelcos, for various bad experience.

13. In Benefits category, the main discussion is MTV World
Stage XZone Pass.

15. In Billing category, the main cause of the negative
sentiment is credit was forfeited without reason.

17. In General category, there is no clear reason why the
customer expressed their negative sentiment about Celcom.

19. In Marketing, the discussion is about the MTV World
Stage XZone Pass and 10K Watch Contest.

21. In Network category, people is disappointed and angry
about Celcom slow internet connection.

23. In Services category, people is ranting about Celcom bad
customer services, no accepting support calls.

25. In Termination category, people expressed their interest
to convert toTelcos like Maxis and Digi.

28. FACEBOOK

29. Celcom is the most mentioned, with 540 posts in
Facebook.

30. The most mentioned category is Network, with
162 postss, 47.6%, following by General.

31. Most of the positive posts are about Network with 9
posts, 26.5%

32. Most of the negative posts are about Network with
151 posts, 53.9%

33. Generally, consumer is negative about Celcom brand.

34. In Activation category, the negative sentiment is because
Celcom system upgrade, causing the slow activation process.

36. In Benefits category, the main discussion is MTV World
Stage XZone Pass.

38. In Billing category, the main cause of the negative
sentiment is credit was forfeited without reason.

40. In General category, customer expressed their negative
sentiment about Celcom, estimated is due to Network issue.

42. GEMPAR!! Celcom buat hal..tgk ni http://bit.ly/15kUZYR ...
HANGAT! rahsia celcom terbongkar ...

44. In Network category, people is disappointed and angry
about Celcom slow internet connection.

46. In Services category, people is ranting about Celcom bad
customer services, no accepting support calls.

48. In Termination category, people had converted toTelcos
mostly Maxis.

54. CroakunCustomized Media Intelligence
Real-time Social Media Analytics & Actionable KIPs
Chew Kai Feng : kaichew@croakun.com | +6.017.952.8807
© 2013 Croakun | www.croakun.com

55. 82% of subscribers will switch providers because of
core service failures.
Problem

56. OFTHOSE WHO DECIDEDTO STOP DOING
BUSINESS WITH A BUSINESS ...

57. Detect issues quickly, and automate an appropriate
resolution before frustration leads to a lost relationship.
Solution

58. SOCIAL AGGREGATION
100%Twitter and Facebook social
data coverage through premium
firehose access.
SENTIMENT ANALYSIS
80% proven accuracy ontology
engine that works with English,
Chinese and Malay.
ACTIONABLE INSIGHTS
Proprietary machine learning and
statistical modeling to help with
business decisions.
DEDICATED SUPPORT
Dedicated 24/7 support from experienced media analysts and account
managers.
Providing different industries with industry specific algorithm to parse
online conversations will provide immense value to targeted niche
groups and add to the better performance of language analysis.
© 2013 Croakun | www.croakun.com

59. More efficient use of existing customer service agents;
improved customer satisfaction resulting in increases in
customer loyalty and future spending; reduced cost of
customer acquisition.
Benefits

60. Reduced Revenue At Risk
Research shows that one in three customers gave up, or bought the
same product from a competitor, after a negative customer experience.
This is the world of the smart and empowered consumer.
Reduced Cost of Customer Acquisition
Positive customer experiences create word-of-mouth referrals and are
shown to be 2.5x more effective than traditional advertising.
Increased Share of Wallet
Leading analysts have reported that brand advocates spend 15% more
than non-advocates, and are less likely to switch to a competitor.
Increased Net Promoter Scores
A consistent experience ensures customers move from being satisfied
to loyal, and then from loyal to being brand advocates.
© 2013 Croakun | www.croakun.com

61. Croakun Provides Real-Time Social Media Analytics And
Actionable KPIsTo Help B2C EnterprisesTracking Online
Chatter And CorrectThe Misinformation
© 2013 Croakun | www.croakun.com

62. YES! I WANTTO ENCHANT CUSTOMER
EXPERIENCESTHAT GOVIRAL NOW!
Please contact us at
CROAKUN SDN BHD (958777-A)
Lot 1.03-A, Level 1, KPMGTower,
No. 8, First Avenue, Persiaran Bandar Utama,
47800 Petaling Jaya, Selangor.
tel no: +6.03.7732.1610
email: support@croakun.com
http://www.croakun.com
Chew Kai Feng
Managing Director
+6.017.952.8807
kaichew@croakun.com
© 2013 Croakun | www.croakun.com