| [March 01, 2018] |
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Clarabridge Sees Continued Growth in 2017, Boasting Over 91 New Customers and 60% Growth in North America
Clarabridge (News - Alert), Inc., the leading provider of Customer Experience
Management (CEM) solutions for the world's top brands, today announced
2017 to be a benchmark year of growth for the company. Successes were
seen across the entire suite of CX products, however there was
remarkable growth in particular on the CX Analytics and CX Social
platforms - transforming the way businesses approach their contact
center.
CX Analytics is the backbone of the world's most sophisticated Customer
Experience Management and Contact Center Analytics Programs, providing
the industry's most accurate voice-to-text transcription and text
analysis, turning customer touchpoints across all platforms into
actionable insights through the power of artificial intelligence. As a
tool, it doesn't just listen to customers, it helps businesses to
uncover depth and nuance in feedback, scale to their business needs, and
pave the way towards solutions. Key milestones include:
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Technology Enhancements: This year our platform saw enhanced
machine learning capabilities including the detection of customer
cries for help, suggestions, and requests. We added 3 full new
languages: Thai, Bahasa Indonesia and Tagalog. We also continued to
build our robust contact center-specific library of lexicons,
templates and models, resulting in even more accurate feedback
analysis. Finally, we added interactive data discovery features to our
dashboards coupled with a full suite of case management tools and
workflows.
-
Platform Growth: In 2017, CX Analytics saw an 85% increase in
the number of analyses run on the platform. Our increase in CX
Analytics users led to a 35% increase in the number of Feedback
Records analyzed and a 33% increase in the average number of users
online at any one time.
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Industry-specific successes: While CX Analytics is utilized
across a wide variety of industries, we saw 40% growth among the
Healthcare and Insurance industries in addition to the Financial
Services industry. To better support these customers in gleaning
actionable insights from their contact centers, we released several
enhancements to dashboards, connectors and categorization templates
tailored to their specific needs.
-
Recognition of Excellence: In pril, we were recognized in Forrester's
Wave Report of Customer Feedback Management Platforms. As we were
also recognized in Forrester's (News - Alert) Wave Report of Big
Data Text Analytics Platforms in 2016, we are the only company to
be recognized for powerful text analysis in two separate Forrester
Wave Reports.
"We started 2017 laser-focused on creating even more opportunities for
companies to gain deep and nuanced customer insights through the power
of AI and next generation analytics not only in their contact centers,
but across all of their customer interactions," said Mark Bishof, CEO of
Clarabridge. "With this in mind, we were inspired to make advancements
to our platforms that have helped businesses amplify the voices of their
consumers, gain useful insights, and drive results. We're excited to
continue this great work into the year ahead."
2017 also saw improvements to our CX Social product- this social media
management tool allows brands to listen to their customers, delight and
engage them online, and understand them through advanced analytics in
order to build a stronger community and improve key metrics. Milestones
for CX Social include:
-
Technology Enhancement: In 2017 we added a Crisis Management
Solution to our CX Social suite of products. This solution leverages
customization and automation to aid companies in preparing for the
unexpected, making it the most powerful crisis management feature on
the market.
-
Platform Growth: Our updates resulted in 91 new marquee
customers using the platform. For those customers who were early
adopters of the CX Social suite of products, we saw over a 90% renewal
rate, serving as an incredible proof point of the necessity and
effectiveness of having an industry leading social analytics strategy.
-
Satisfied Customers: We had a year of phenomenal customer
satisfaction. Our customer care team has a CSAT rating of 2.8 on 3
with an average first response time on chat of less than 15 seconds.
Customer satisfaction was also bolstered by launching Success
Packages, offering our customers 3 tiers of support for our CX Social
suite in order to ensure tailored levels of customer service through
bespoke dashboards to meet all industries and business sizes.
Building on the momentum of 2017, Clarabridge is looking forward to
continued investment in improvements targeted at the contact center and
our customers in the healthcare, insurance, and banking industries; even
more sophisticated artificial intelligence-driven capabilities; and
deeper insights into customer satisfaction.
About Clarabridge
Clarabridge's SaaS (News - Alert) customer experience management solution helps
hundreds of the world's leading brands put customer feedback to work.
Offering the most comprehensive solution for omni-source listening,
accurate customer and text analytics, and real-time, guided action is
why leading brands trust Clarabridge to power their CX programs and
drive a customer focused strategy. The result: better customer
experiences. For more information, visit www.clarabridge.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20180301005357/en/
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