Bridgepoints

2009 has been a challenging year for companies across the globe.  Our clients and partners are not immune from the challenges of the current global recession. However, because they are using text analytics they have been successful in weatherproofing themselves against the storm. Whether in retail, travel/hospitality, consumer goods, high technology, financial services, telecommunications, or media/entertainment, chances are you've had to rationalize the "need to have" solutions and offerings ahead of the "nice to have." 

Anecdotal and quantitative feedback from existing Clarabridge customers would suggest that it is very much a “need to have” solution.  

Only the Efficient Survive

Customer Experience solutions create immediate efficiency. Most businesses collect and process customer feedback manually, and spend too much money, and time manually reading, coding, and analyzing content, particularly unstructured text-based content. One of our clients reduced a staff function from 25 analysts to fewer than 5 after adopting Clarabridge, and increased its ability to interpret feedback from a fraction of feedback to 100% of feedback. Another client cut market research spending year after year by over 25%, covering the first 2 years of cost for the solution. They are now getting actionable feedback from customers within 24 hours of capture, down from a process that used to take 30 days from capture to analysis. 

Change Lose/Lose Interactions into Win/Win Interactions

When a customer needs support or resolution from a company, they take up time, incur dramatically higher costs, and often come away from the experience frustrated, even if they've had their problem solved.  The company loses money, and the customer loses faith.  Clarabridge clients have identified these lose/lose experiences, and used the insight gained to create better business decisions. Our clients have improved support training, increased the quality and quantity of online help and self services, and lowered support costs thereby increasing customer satisfaction scores and customer loyalty. The company wins with a more efficient operation and the customer wins with a better experience.  

Alert Driven Insights Catch Problems Before They Cost You Money

Text analytics solutions do a great job of tracking experiences quickly, and quantitative metrics can measure the magnitude of a new problem before the problem causes cost, customer satisfaction, and impacts to your business. A leading software manufacturer uses alert driven analytics from Clarabridge to catch the “fast-growing” issues associated with new software releases so they can quickly kill bugs and errors before they affect the entire customer base – averting millions of dollars of support costs.

Use a Scalpel, Not a Chainsaw to Cut Costs While Retaining Desirable Customers

Many customer-oriented companies engage in a technique called market segmentation to identify and analyze the buying patterns and preferences of their customer base. Before cutting a product or service expense, our clients use Clarabridge to assess how valuable the product or service is perceived to be. Others run trial programs and evaluate the impact of the cost cutting on their “desirable” customers – the most loyal, the most profitable, and the highest net worth – to make sure they’re not engaging in an action that will drive away the desirable segments. Hotels are using Clarabridge to assess which amenities can be cut without adversely affecting business travelers. Retailers are assessing which product lines can be cut without impacting frequent customer loyalty. 

Save Big Bucks with Data-Driven, Insightful Big Decisions