You've Got Insight
Web 2.0 requires lightning-quick reaction, yet this online media company was relying on manual evaluation of random surveys as their primary source of customer feedback. Current customers wanted their voices heard—so much so that five million web forms a year were generated.
Clarabridge’s unique solution processes that feedback to deliver critical information on more than 150 products—sourced in several languages—to more than 60 product groups, all the while standardizing and speeding analysis. We also added instantaneous feedback to the process, recognizing receipt of the customer’s comments. And customers know their comments are taken seriously in other ways, too. When a slight design change to a user interface spiked daily comments by 300%, further research surfaced several customer suggestions along similar lines that were quickly implemented.
Now customers are being heard, major product upgrades—reflecting the customers’ wants—are implemented smoothly and are welcomed. Product managers get near instantaneous feedback (a company-wide average of 135 reports a day!). Calls to customer care are reduced. Best of all, client churn is down by 24%.