Clarabridge, the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands revealed new additions to its popular AI-powered solution which was designed specifically for the banking industry and launched last year.
This latest offering introduces brand new features, relevant KPIs and industry models and pre-packaged dashboards that will allow banking organisations to improve the effectiveness of the customer experiences they deliver and, in addition, enable more efficient collection of customer feedback across all touchpoints. The solution also meets the banking industry’s need for fast-turnaround implementations.
The Clarabridge Banking Solution has been enhanced to empower banks with new modules customised to the unique workflow of the industry, which include Complaints & Compliance Analysis, Digital Experience (Mobile App & Website), Branch & ATM Experience and Contact Centre Experience.
These modules bring together Clarabridge’s vast experience in the banking industry, its considerable brainpower and its ability to deliver out-of-the-box technology and data connectors. In addition, with its powerful text and speech analytics applied to call transcriptions, online reviews, social media and surveys, the solution leads the way in delivering true omni-channel insights. These insights allow companies to reduce customer churn, streamline operations and increase revenue with a unified snapshot of customers’ needs.
Among the many new features in the new-look Clarabridge Banking Solution are the ability to identify and prioritise complaints and determine the root cause; monitor macro level digital banking sentiment on mobiles and the website and understand friction points; make decisions about branch facilities based on customer satisfaction and review the contact centre experience and quality of agent call handling.
“The Clarabridge Banking Solution accelerates time to value through out-of-the-box content and dashboards, which include: conversational analytics, banking KPIs, banking categorisation models, key indicators of loyalty such as effort, emotion, sentiment and intent,” said Mark Bishof, CEO at Clarabridge. “From digital through to branch and contact centre, the Clarabridge Banking Solution will ensure that our customers can jumpstart their programs and get personalised and relevant omni-channel insights that facilitate both strategic and operational decisions.”
Clarabridge has just supported the launch of the new banking solution by hosting a webinar titled ‘How to improve the customer journey in banking’. The webinar covers research findings into the overall customer experience levels in banking and how this translates into loyalty. It also demonstrates how banking and financial institutions rely on Clarabridge to gain omni-channel insights into their customers’ digital journey.
About Clarabridge:
Clarabridge’s SaaS 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.