Clarabridge Social Media Analysis (SMA) is the industry’s first software solution that enables companies to collect, integrate and analyze global content across all social media platforms in conjunction with the analysis of their internal customer feedback sources.
This offering, which fully incorporates Clarabridge’s advanced natural language processing, classification, sentiment scoring, and analysis capabilities can be deployed as a stand-alone solution or combined with existing Clarabridge implementations. Clarabridge Social Media Analysis includes the following features:
Unprecedented 360 Degree View of Customer Experiences
Clarabridge SMA continuously accesses Techrigy’s warehouse of nearly 3 billion social media mentions from all social media platforms, such as blogs, Facebook, Twitter, YouTube, and MySpace. This warehouse, which includes four years of historical data, also contains many attributes like age, gender, and influence rank. Clarabridge SMA provides users with the ability to create custom web-scraping routines to access product review sites, discussion forums, and subscription sites, as well as integrate with internal data sources, such as emails, call center notes, and surveys. Users now have an unprecedented 360 degree view of customer experiences, opinions, and issues both on-line as well as off-line.
Easy to Use Social Media Analyst Interface
Clarabridge SMA includes a new user interface powered by Techrigy, built specifically for PR and Marketing teams, to define search queries, create workflows, and access reports and visualizations. Using this interface, social media teams can immediately monitor and participate in social media conversations.
Fully Leverages Advanced Text Mining Features
Clarabridge’s advanced natural language processing, classification, and sentiment scoring engines process all of the harvested social media content. Together, these engines remove unwanted content, sort actionable from non-actionable topics, and apply enhanced meaning and context to the conversations in ways never before possible.
Actionable Insights Delivered Enterprise-Wide
Clarabridge SMA includes a full suite of reporting, visualization, predictive analytics, and early warning alerts that take advantage of the enhanced understanding of the content. The insight from Social Media now supports the entire enterprise: product, service, and operational teams.
Ability to Deploy Stand-Alone or as an Add-on
Clarabridge SMA deploys as either a stand-alone solution, accessing only social media content, or as a solution that analyzes other sources. Clarabridge customers can immediately harness feedback from higher-priority channels, but with the highly scalable Clarabridge platform, have the ability to ultimately listen, analyze, act, and measure customer experiences across every internal and external feedback channels.