Clarabridge, the leading provider of Customer Experience Management solutions for the world’s top brands, has announced several key updates to its customer intelligence platform. Building on its industry-leading text analytics engine, these new features make it easier than ever for users to understand how customers are feeling and drill down to root-causes.
By getting to the bottom of customer feedback, companies are empowered to close the loop with customers, driving loyalty and positive brand sentiment.
Customers expect to be heard and to hear back. Insight from Deloitte shows that customer-centric companies are 60% more profitable compared to companies not focused on customers. However, few businesses have a holistic understanding of the organizational capabilities needed to offer truly exceptional customer experiences and operationalize customer centricity throughout the organization.
Clarabridge’s latest enhancements allow users to leverage real-time customer data, powering front-line responders with the insights they need to manage feedback and improve the customer experience. New features include:
Images Speak Louder than Words – Clarabridge now analyzes the intended emotion in emoticons and emojis, evaluates sentiment, emotion and effort, as expressed by customers and reports on them with unparalleled accuracy through the CX Suite. This allows companies to understand all parts of the message and keep up with evolving methods of communication.
Weed Out Noise and Act on Key Feedback – Platform updates leverage Clarabridge’s world-class NLP technology, the latest Machine Learning techniques, and deep industry knowledge based on millions of feedback records. This allows organizations to differentiate between requests requiring response and non-actionable items that can be handled through automation and customizable, pre-written responses. For example, the new ‘cries for help’ function can be used to trigger alerts and respond to customers directly within Case Management.
Better Understand CX in your Contact Center – Building upon successes and deep experience within some of the largest Contact Center operations in the world, Clarabridge released two new categorization models to jumpstart analysis. The Experience Model can be used to gauge experience issues for both agents and customers, such as quality of the call, agent clarity, hold music, and so on. The Operations Model helps uncover unstructured feedback about common operational indicators, such as first call resolution and number of transfers. Data from both models can be immediately translated into actionable insights.
Fully Control How you Slice and Dice Data – Employees at all levels are now more empowered by advancements in dashboard filters. They not only streamline the data analysis process, but also add depth to analysis, with the ability to easily filter across all reports and create custom dynamic date ranges using time period definitions that remain up-to-date.
Additionally, Clarabridge has added multiple features to help share CX insights across the organization and create powerful interactive dashboards that allow end users to explore data and discover insights on the fly. Users can break free of predefined formulas by building their own custom metrics and enhanced data visualizations with color schemes can now be derived from metric values for immediate, deeper context. All of these features allow for easier distribution of CX metrics and insights to operational teams. By automating the processes that bring feedback to frontline employees in real-time, businesses can truly operate based on customer insights.
“The amount of customer feedback companies face isn’t decreasing. According to IDC, in 2020, the world will generate 50 times the amount of data as in 2011 and 75 times the number of information sources. This means organizations must be equipped with the tools and capabilities to meet customers, wherever they are,” said Fabrice Martin, SVP of Product Management at Clarabridge. “The customer experience doesn’t stop once a company collects data. The ability to process that information and transform it into actionable insight is what will differentiate successful companies. Our most recent product updates are designed to empower CX leaders to improve customer loyalty, reduce operational cost, increase revenue and drive business results to succeed now and into the future.”