Clarabridge Fall Release: Meet Clarabridge Engage

By: Sofie De Beule

September 21, 2016

Tags:
Customer Engagement
customer service
social customer service
social media
social media analytics

Meet Clarabridge Clarabridge Engage! If Clarabridge Engage looks and feels similar to your already beloved Engagor, that’s because it is. As the worlds of Customer Experience Management and Social Customer Service continue to converge, Clarabridge is working to deliver a seamless experience that will allow you to keep delighting your customers. Renaming Engagor is just one step—and we’re excited you are part of our journey.

In addition to the name change, we continue to enhance Clarabridge Engage with features that improve the way you work.

BETTER, MORE PERSONALIZED CARE

Knowledge of History
Trends are key to understanding changes in the customer experience. That’s why we’ve added Twitter historical data to Clarabridge Engage so that you can look at the past to help improve the future.

Best Practice Industry Models for Keyword Tags
Clarabridge Engage now integrates with Clarabridge CX Analytics, giving you time-tested industry models for tagging social feedback. Category models help you filter, route, and analyze data quickly and effectively.

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SCALING FOR GLOBAL BUSINESS

Tracking Performance
A new, out-of-the-box dashboard shows performance metrics for each of your agents and the messages that they are publishing. This visibility helps agents improve publishing by keeping track of posts sent, coordinating post scheduling, and more.

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No More Stepping on Toes
Customer service takes a village, but the last thing you want is overlap or conflicting messages. Conversation locking helps prevent your social customer service agents from stepping on each other. Grouping mentions lets you see the entire conversation trail in one place.

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TIME SAVERS

What just happened?
We hate it when you don’t have a great experience. That’s why Clarabridge Engage will now send notifications for failed posts or when it’s time to reconnect a page.

Collect more customer info with less clicks!
Too much copy-pasting makes Jack a dull boy. As of now, simply select text in any mention and immediately save it to the built-in customer relationship manager.

For more information on Clarabridge Clarabridge Engage and CX Analytics, join us for one of our Fall Product Release Webinars next week. We have separate sessions for Clarabridge Engage and CX Analytics. Feel free to join us for both!

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Sofie De Beule is Content Marketing Specialist at Clarabridge. She helps establish Clarabridge as a thought leader for Social Customer Service and Customer Experience. Sofie’s an Engagor expert, Clarabridge’s best-in-class social customer service solution, inspiring brands on how to manage and get their social customer service program off the ground. Sofie holds a bachelor’s degree in Public Relations & International Marketing from Artevelde University College Ghent. Read more from Sofie on Twitter @sofiedbeule.