[March 20, 2018] |
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Clarabridge Announces Platform Updates for Deriving Deeper Customer Insights with Less Effort and Even More Clarity
Clarabridge (News - Alert), Inc., the leading provider of Customer Experience
Management (CEM) solutions for the world's top brands, today announced
exciting updates to its suite of CX products. These improvements reflect
Clarabridge's decade-long commitment to innovation, using the latest
developments in AI and Machine Learning. With these enhancements,
Clarabridge will better equip companies with actionable insights from
every customer interaction to reduce customer churn, increase ROI and
drive sales. From mobile application enhancements to advanced AI-powered
Text Analytics, these Clarabridge updates will allow companies to make
better business decisions grounded in customer feedback, thus driving
brand loyalty.
Today it is even more imperative for companies to capture and make sense
of all customer feedback, as the channels through which customers
interact with brands continue to increase. Clarabridge not only allows
companies to harvest, bring together and analyze all of this data but it
also enables them to engage and close the loop with their customers
where they are. New features to CX Social further demonstrate
Clarabridge's commitment to best-in-class customer engagement. These
include:
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Better Connect with Customers On the Go: The Clarabridge Inbox
Mobile App has been completely revamped and now includes popular
desktop features such as Crisis Plans, Conversation View and Approval
Workflows, empowering brands to seamlessly respond to customers and
engage with them in real-time and on-the-go. This application uses the
full power of the Clarabridge AI platform to aggregate all brand
mentions in one place, automatically sorting, categorizing, routing
and prioritizing feedback for agents to quickly and effectively
respond, without requiring them to be at a desk. Clarabridge Inbox is
available on the iTunes App Store and in Google (News - Alert) Play.
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Reach Every Customer: With these new updates, Clarabridge now
allows brands to leverage the power of CX Social through cloud-based
instant messaging service, Telegram. Adding this popular communication
channel highlights Clarabridge's commitment to ensuring that brands
using CX Social are able to meet and engage customers where they are
and in their channel of choice.
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Increase Internal Productivity: Companies with a public
knowledge base can now connect it to CX Social utilizing Bing's
Customer Search to expedite the search process for agents looking to
provide customers with helpful resourcs. Additionally, for companies
with multiple social profiles, the Clarabridge platform now allows
brands to save these to dedicated groups, improving an unnecessarily
tedious process.
Engaging with customers is imperative but digging into the root-cause of
feedback is also essential for companies looking to provide world-class
customer experience. Clarabridge's updates to its CX Analytics offerings
arm companies with the latest AI powered technology to uncover
actionable insights that enhance customer experience and drive brand
loyalty. These include:
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Detect Churn Before it Happens: Clarabridge's best-in-class NLP
technology and the latest Machine Learning Techniques will now allow
companies to identify with great precision which customers are likely
to churn based on the linguistic features of their feedback. With this
new Clarabridge release, companies will be able to use the 'Churn'
sentence type within Case Management to flag at-risk customers and
pair them with an agent equipped to intervene. Additionally,
aggregating feedback flagged with the 'Churn' sentence type will
reveal patterns enabling companies to understand why customers are not
staying brand loyal, providing them with the power to make changes
that keep customers on their side.
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Listening to the Voice of the Customer, in Their Own Language:
With this release, Clarabridge added Tagalog to its extensive list of
NLP language packs. Clarabridge language packs allow companies to
listen to the true voice of their customers, in their native language,
rather than relying on translations that lose context and hurt
accuracy. As the third most widely spoken foreign language in the
United States and the national language of the Philippines, this
enhancement allows brands to understand and engage with even more
customers around the globe.
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Comparative Analysis and Crosstabs for Powerful Insights: With
Clarabridge's new Filtered Metrics, companies can perform complex
calculations over custom subsets of data to better connect data points
and identify key trends (regardless of how disparate those datasets
may seem). For example, companies can now compare trends in sentiment
for multiple airlines, across different airports in a single line
graph to illuminate industry pain-points and devise appropriate
solutions. Companies can also create ad-hoc crosstab comparisons of
different brands' products side-by-side to devise competitive
strategies. The ability to quickly and easily slice and dice customer
interaction data within one unified platform allows companies to
efficiently gain insights about the customer experience and formulate
more targeted interventions to drive brand loyalty.
"The amount of data available to companies is growing exponentially and
can quickly become overwhelming without the appropriate tools. This year
our focus has been and will continue to be on providing the
highest-possible ROI to our customers by enabling them to gather
actionable insights from every single customer interaction through
advanced descriptive and predictive analytics" said Fabrice Martin, SVP
of Marketing and Product Management at Clarabridge. "We've always known
the future of CX lies in AI and machine learning, so we're excited to
continue to push the boundaries of what is possible when these tools are
applied to the customer experience."
For more information on Clarabridge's Winter Product Platform updates,
please visit https://www.clarabridge.com/.
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: https://www.businesswire.com/news/home/20180320005315/en/
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