To gain valuable insights into what customers need, want and value most, it is critical that you leverage the customer feedback already collected across your organization. These internal sources may include departmental surveys, call center notes, emails, chats and internal enterprise applications such as CRM, EFM, BPM systems et al. So much effort is expended into reaching out and collecting customer feedback, but without a system to integrate these disparate sources and provide analysis on the open-ended comments, the full potential of those efforts cannot be realized.
Clarabridge's sentiment and text analytics platform is unique in its ability to integrate the broadest continuum of customer feedback, regardless of channel, and offers:
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Survey Administration and Collection: Clarabridge provides an automatic feed to most leading survey providers, so that your dataset is refreshed with incoming responses. Our classification and sentiment analysis engines enhance the usefulness of a wide variety of survey approaches, such as NPS or other rating styles. Optionally, you can also use Clarabridge's survey software to integrate the administration and analysis of surveys.
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Automated, Multi-source Feeds: Our technology enables automatic feed(s) of data from whatever internal system you designate. Clarabridge provides interactive ETL like application development interface for continuous transformation of multi-source customer feedback into actionable insights.
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Contact Center Integration: Clarabridge enables the integration of contact center data - agent notes, transcripts, CRM systems - through our pre-built data connectors or APIs. Designed to handle large-scale volumes of data, it provides the opportunity for robust and flexible analysis. Businesses can also extract valuable insights from underused information sources, such as voice and video, in conjunction with unstructured text using an integrated solution offered by Clarabridge and its partners.
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API Access: Organizations may choose to upload data sources in real-time through Clarabridge APIs. When data is fed through the API, the Clarabridge engine seamlessly provides categorization, sentiment, and NLP results in real-time enabling businesses to respond quickly and wisely to market events. Read more >