Clarabridge Helps Organizations Predict and Respond to Customer Feedback

New software release provides faster value from customer feedback data

RESTON, Va.–(BUSINESS WIRE)–Clarabridge,
Inc.
, the leading provider of Customer
Experience Management
(CEM) solutions for the world’s top brands,
today announced several key enhancements to its customer intelligence
platform. These new features make it faster than ever to deploy
accurate, actionable customer insights across an organization to drive
increased value from CEM programs.

According to Gartner, 89%
of businesses
will compete on customer experience in 2016. A key
component of delivering a superior customer experience is listening to
and fully understanding the Voice
of the Customer
. Industry leaders recognize the value that this
customer feedback data holds, but only when visible throughout an entire
organization—from the executive suite to the front lines.

Clarabridge’s latest enhancements allow for increased visibility,
accountability and responsibility for customer satisfaction across a
business. Key features include:

  • Alerting: New alerts within CX
    Studio
    , Clarabridge’s dashboard authoring environment, bring
    important customer issues to the attention of the right teams and
    individuals at the right time. The ability to respond immediately is
    critical for front-line operations and sales teams, compliance, legal
    and marketing teams. Powered by Clarabridge’s sophisticated NLP
    engine, the alerts can detect nuances within the feedback text that
    ensure precision and relevance.
  • Dashboard Templates: Pre-designed templates tailored for
    various use cases enable the rapid creation of dashboards, taking the
    guesswork out of how to best present key insights. These template
    designs are based on Clarabridge’s experience with over 1,000 CEM
    implementations across many industries, taking into account the most
    actionable ways to present customer feedback data. These dashboards
    are dynamic, real-time views into the customer experience.
  • Collaboration Tools: Users can now comment on CX Studio
    dashboards and interact with each other. This feature allows direction
    to be provided to the specific teams within an organization who can
    immediately address the feedback, before it begins to impact brand
    reputation and retention.
  • Kiosk Survey Collection: New Clarabridge Survey apps for iPad
    and Android turn tablets into kiosk feedback stations. Customers can
    now provide instant feedback during key moments of truth without
    having to provide an email address or phone number, reducing survey
    fatigue and increasing response rates.
  • Predictive Sentiment and Categorization: The Clarabridge
    platform now contains new self-learning algorithms that proactively
    make suggestions to users on ways to improve the understanding of
    customer sentiment. The Predictive Categorization features help users
    identify the categories (or topics) that matter most to customers,
    making the data more relevant to the business.
  • Smart Tagging: Smart Tags automatically uncover hidden context
    in customer feedback data for richer customer, competitive and
    industry analysis.

“Today, delivering a superior customer experience is a differentiator –
not only to individual customers, but to Wall Street,” said Nithi
Vivatrat, Chief Product Officer at Clarabridge. “According to Watermark
Consulting, customer experience leaders generated a total return 35
points higher than the S&P 500, with laggards posting total returns 45%
lower than the S&P 500 average. This platform upgrade is designed to
drive cross-functional CEM programs that deliver measurable business
value. By empowering organizations to respond to customer needs quickly
and efficiently, we’re helping them increase customer loyalty and
profitability.”

About Clarabridge

Clarabridge’s customer experience management platform helps hundreds of
the world’s leading brands put feedback to work. Powered by the
industry’s most sophisticated customer analytics engine, Clarabridge
collects and transforms all forms of customer feedback into
intelligence, allowing businesses to activate the voice of the customer
across the enterprise. Industry leaders including PetSmart, United
Airlines, Virgin Active, Orbitz, and ADP use Clarabridge insights to
inform key business decisions. The result: happy, loyal customers. For
more information, visit www.clarabridge.com.

Contacts

LaunchSquad for Clarabridge
Amy Shannon, 212-564-3665
clarabridge@launchsquad.com