Knowing what to offer, and when, is golden
Plenty of people shop, on air and online, all the time. But are they always getting what they want? One of the world’s largest multimedia retailers was collecting data from 16 different touchpoints, and manually processing a small sample of it. The touchpoints include call centers, emails, surveys, product ratings, reviews, forums and blogs, and generate 1.5 million pieces of discrete data a month.
Manually collecting, managing and cross-referencing all of the customer feedback yielded a terrific picture of customer preferences—two weeks after the fact. And that was long after a product had been sold out, allowed to languish with little interest or even, in the worst of cases, found to have a defect.
Clarabridge fully automated the process and cross-referenced virtually instantly, so not only are sales tracked, but the drivers behind the sales are identified. Reports are delivered fast enough to be actionable, and have enough in-depth analysis to fuel long-term strategies. Hot items are quickly identified to secure more inventories and keep selling. And items that generate the wrong kind of heat—bad reviews and plenty of negative blog chatter—can be avoided before they hit the air and the ether.