Customer Experience Analytics:

Understand Why & What You Can Do About It

Clarabridge CX Analytics

 

Built from the ground up to power Customer Experience Management programs, CX Analytics enables companies to easily interpret and act on all customer feedback with the industry’s most accurate natural language processing, sentiment analysis, and flexible data categorization.

 

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Listen to Everything

Customers interact with you across hundreds of sources. Clarabridge’s open platform makes it easy to collect data from all survey, social, and interaction feedback sources.  Out of the box connectors provide you point and click integration. It’s that easy.

We enrich feedback with behavioral and demographic data from other business systems so you can slice and dice to really understand various customer segments.

Collect and interpret feedback from review sites like TripAdvisor, Bazaarvoice, Reevoo, and so many more for insight into customer preferences, concerns, and sentiments.

Identify topics, track issues, and route actionable items to the right people by analyzing internal chat and collaboration content from sources including Salesforce Chatter, Jive, or LivePerson.

Listen, combine, and analyze survey responses to deliver insights across your enterprise from all sources including Clarabridge CX Survey, OpinionLab, ForeSee, Qualtrics, or any survey platform.

Discover customer insights and feedback from blogs, forums, and user communities.

Automatically transcribe call recordings and IVR surveys to text and ensure you capture tone and emotion behind every interaction.

Use customer emails for key insights, trends, and sentiment about brands, products, and services to improve agent performance and operational effectiveness.

Analyze agent notes, employee feedback, and other call center sources including Salesforce.com to improve efficiency and provide agent coaching.

  • Analyze, Measure, and Correlate

    With Clarabridge, you gain insight into why your customers act the way they do—and how that impacts business performance. Superior, near real-time text analytics at scale with over 90% accuracy tells you precisely what customers are talking about and how they feel about it.

    We pair customer feedback with structured data, such as customer demographics and buying history, and analyze them together. This shows what is driving feedback volume, sentiment, or satisfaction across various customer segments. Connect these drivers to performance metrics so you can measure customer experience management program progress over time, benchmark against peers, and discover trends.

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    Act to Improve Customer Experience

     

    Put customer feedback to work immediately! Smart filtering, routing, and front-line response capabilities empower teams to quickly acknowledge and engage with the customer as a person, transform negative feedback, amplify positive feedback, and influence the conversation.

    Power strategic decision-making using CX Analytics to reveal trends, correlation, and root cause. Pinpoint specific interaction points in the customer journey where friction is occurring and prescribe process improvements. Share insights and track key performance metrics across the enterprise through visually rich dashboards.

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    Rapid Time to Value

    CX Analytics is designed for ease of use. Emotion and industry data categorization models are provided out-of-the-box, fully tunable to your business needs with zero coding. Features such as Theme Detection and World Awareness help you quickly discover conversation topics in multiple languages. Sharing insights across the organization is easy, with a point and click design studio to quickly build real-time reports and create beautiful dashboards.

    Forrester Report

    See CX Analytics Live

    Ready to understand your customers? Let us show you how with Clarabridge