PRESS RELEASE: Clarabridge announced a series of important updates to its platform at its second annual C3 Europe customer experience conference. As the worlds of Customer Experience Management and Social Customer Service continue to converge, Clarabridge is moving towards further integration with the dedicated Clarabridge CX Suite.
To reflect this change, Clarabridge is rebranding its key products under new names—CX Analytics, CX Social and CX Survey. These names represent the move towards broader integration across all areas of customer experience management and the ability to better understand customers and make broader CX changes.
Alongside this rebranding, Clarabridge is rolling out several platform enhancements to help users improve their overall CEM strategies. These updates help businesses deliver better customer service through social channels, garner actionable insights more quickly, scale analytics and insights globally, and save time.
Better, More Personalized Care: New access to Twitter historical data, advanced conversation locking to prevent duplicate engagement efforts, and industry models for automatically tagging social feedback topics enable brands to provide customers with more relevant social customer care.
Faster Insight Discovery: The addition of more than a dozen new vertical models to the industry categories library, enhanced sentiment tuning, an expanded emotions model, and better filter creation and management enables Clarabridge users to learn more quickly from and act on customer feedback.
Scaling for Global Business: New out-of-the-box publisher performance metrics give brands the ability to track customer service agents and help them provide better care. German category template translation expands insight capabilities further. World Awareness capabilities are now available for Spain and the UK and include name, email and phone number recognition. These features help Clarabridge customers expand CX initiatives around the globe.
Time Savers: Updates include failed posts explanation and reconnect page notification, single sign-on across the solution, advanced features in dashboard design, and increased report performance. These help brands save valuable time.
“Clarabridge is constantly making updates and improving our products in order to provide customers with an unparalleled CEM solution,” said Fabrice Martin, VP Product Management, Clarabridge. “By rebranding and improving upon a number of our important product features, our customers can mature and expand their CEM programs while ensuring all customers’ needs are being addressed in the most comprehensive and efficient ways.”