6 New Clarabridge Features that Will Make your Life Easier (and Your Business Smarter)

By: Elizabeth Clor

November 18, 2015

Tags:
CEM Programs
CEM Solutions
customer experience management

Last week, Clarabridge announced new enhancements to our Customer Experience Management (CEM) technology. These new features make it easier than ever to deploy accurate, actionable customer feedback insights across an organization. The goal of these enhancements is for you to spend less time inside our software, and more time working to improve your customers’ experiences.

Our latest improvements allow for increased visibility, accountability, and responsibility for customer satisfaction across your organization. Here are six new features that will help you make insights immediately relevant and actionable to the people responsible for a piece of the customer experience.

Alerting

New alerts within CX Studio, the Clarabridge dashboard authoring environment, bring important customer issues to the attention of the right teams and individuals at the right time. The ability to respond immediately is critical for your front-line operations ,sales, compliance, legal and marketing teams. Powered by our sophisticated NLP engine, the alerts can detect nuances within the feedback text that ensure precision and relevance.

Dashboard Templates

Pre-designed templates tailored for various use cases enable the rapid creation of dashboards, taking the guesswork out of how to best present key insights. These template designs are based on our experience with over 1,000 CEM implementations across many industries, taking into account the most actionable ways to present customer feedback data. These dashboards are dynamic, real-time views into the customer experience.

Collaboration Tools

You can now comment on CX Studio dashboards and interact with your colleagues. This feature allows direction to be provided to the specific teams within an organization who can immediately address the feedback, before it begins to impact brand reputation and retention.

Kiosk Survey Collection

New Clarabridge Survey apps for iPad and Android turn tablets into kiosk feedback stations. Customers can now provide instant feedback during key moments of truth without having to provide an email address or phone number, reducing survey fatigue and increasing response rates.

Predictive Sentiment and Categorization

The Clarabridge platform now contains new self-learning algorithms that proactively make suggestions to you on ways to improve the understanding of customer sentiment. The Predictive Categorization features help you identify the categories (or topics) that matter most to customers, making the data more relevant to the business.

Smart Tagging

Smart Tags automatically uncover hidden context in customer feedback data for richer customer, competitive, and industry analysis.

This platform upgrade gives you an entirely new way to share your CX insights with everyone in your business who can act on them. Quickly, easily, and clearly. We call this “operationalizing” the Voice of the Customer—the ability to share relevant customer feedback analysis with the people in the organization who are empowered to make the changes that matter most to customers.

See how Clarabridge can help your business put customer feedback to work by requesting a demo

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Elizabeth Clor is the Sr. Director of Content Marketing and Communications at Clarabridge. In this role, she is responsible for solidifying Clarabridge’s position in the marketplace as the leading Customer Experience Management (CEM) technology vendor. Elizabeth has 17 years of experience in high-tech marketing and communications, and is a regular contributor to various marketing publications. She holds a B.A. of English from the University of Virginia.
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