BEYOND THE ARC, CLARABRIDGE BOLSTER FINANCIAL INSTITUTIONS’ PRODUCT OFFERINGS USING SOCIAL MEDIA AND CUSTOMER FEEDBACK DATA

February 15, 2012 00:00 AM

Beyond the Arc, a customer experience firm that helps financial service companies develop actionable insights from customers, announced today the expansion of their Voice of the Customer solutions by leveraging the capabilities of Clarabridge, a leading provider of sentiment and text analytics software. The relationship will enable Beyond the Arc to provide financial services firms that use Clarabridge with broader solutions that improve their customers’ experiences.

Beyond the Arc’s Voice of Customer services help companies analyze and effectively respond to customer feedback collected through a variety of touch points, including social media, call center reports and online communications. Benefitting from a combination of customer experience strategy and advanced analytics, financial institutions become better prepared to act on customers’ needs. By teaming with Clarabridge, Beyond the Arc helps financial institutions improve products and services across all lines of business by understanding what the customer is saying through social media and other channels, such as emails, chats and contact centers.

“The challenge in leveraging social media data is aggregating and understanding it in conjunction with other forms of customer feedback sources,” said Sid Banerjee, CEO of Clarabridge. “Clarabridge provides the tools needed to cut through the clutter and act on the huge volume of customer interactions collected from complex, multi-channel platforms, while Beyond the Arc leverages our technology in creating insights that are actionable and align directly with client needs.”

Clarabridge software helps organizations within the financial services industry to analyze and identify fraud related to banks and insurance companies, assist in Risk Management by identifying trends across sources such as social media, public commentaries and regulatory filings, and identify areas of improvement for the customer experience. The Clarabridge solution collects various sources of customer feedback, categorizes the content, performs sentiment scoring and provides business users access to the data enterprise-wide.

“With competitive pressures and new regulations, it is more challenging than ever for financial institutions to help customers meet their financial needs,” said Steven Ramirez, CEO of Beyond the Arc. “Our approach to Voice of the Customer can help companies pinpoint what consumers expect, and what products and services they’re actually willing to pay for.”

About Clarabridge

Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge enables Global 1000 enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment, and analyzing qualitative data found in voice of the customer feedback channels. Insights extracted result in improved marketing, product/service offerings, operations and customer service across an organization. Clarabridge is privately held with headquarters in Reston, Va. and offices in San Francisco, Boston and the United Kingdom. For more information, visit https://www.clarabridge.com/ or Twitter: @clarabridge.

About Beyond the Arc

Headquartered in the San Francisco Bay Area, Beyond the Arc, Inc. combines strategy consulting with advanced analytics to help financial services clients identify opportunities to differentiate themselves in the marketplace. The company’s social media data mining helps clients improve their customer experience across products, channels, and touch points. For more information about Beyond the Arc and its solutions visit http://beyondthearc.com or call 1-877-676-3743. Insights on social media, financial services, and more are shared on their blog, or follow them on Twitter at @beyondthearc.

Contacts

Media Contacts for Beyond the Arc
Elizabeth McMillan, APR, 678-781-7238
David Jones, 678-781-7224