Clarabridge Transforms Social Customer Service with New Crisis Management Solution

October 31, 2017 00:00 AM

Tags:
Clarabridge Engage
Digital Customer Service
Social Media
Customer Engagement
Product Release
Social Customer Service

RESTON, Va.–(BUSINESS WIRE)–Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today announced the first-ever, full-service solution designed specifically for brands to easily create and implement social media crisis plans across all departments within their organization. This new Clarabridge Engage feature allows companies to safeguard their planned promotional campaigns against the possibility of an emergency situation, ensuring that they maintain a flawless reputation and reduce customer churn during trying times that demand quick action and sensitivity.

Clarabridge collaborated with dozens of brands to beta test the solution and applied those learnings to create a first-of-its-kind product feature that leverages customization and automation to aid companies as they plan for the worst. No one company is alike, so their social media crisis plans shouldn’t be either. Clarabridge’s new Crisis Management Solution affords brands the flexibility to customize their plan of action, communication with customers, and adjust workflow in the event of a crisis when it can be difficult to manage high incoming volumes. Features of the solution include:

  • Predefined crisis plans: When an emergency strikes, companies need to react in real-time, or risk losing customers to competitors. Through Clarabridge Engage, brands can preset and assign actions within the organization so that all agents are aware of the situation and how they should react with a single click.
  • Automated actions: This powerful feature automates crisis management when a difficult situation strikes, so employees can focus on what matters most—attending to customers. Clarabridge Engage will automatically cancel scheduled posts for selected accounts, send a full list of instructions to all necessary parties including links to other internal crises documentation, and alert all concerned teams with application-wide warnings.
  • Flexibility with permissions: In the event of a crisis, key stakeholders and administrators might not be readily available to set a crisis plan into action. Clarabridge Engage allows for managers to create presets that extend temporary permissions to additional agents automatically during a crisis situation.
  • Crisis customization: There are a number of different scenarios companies must prepare for—from product recalls and competitor product launches to emergency weather situations. Clarabridge Engage has made it possible to define different types of crises and customize individual workflows accordingly.

“In today’s digital age, social channels can be the fastest, most effective way to communicate with customers during an emergency,” said Dimitri Callens, Director of Product Management for Clarabridge. “We’ve built the most powerful crisis management feature on the market to help brands prepare for emergency situations. The solution is built with strong automation capabilities that ensure peace of mind during even the most trying times. In turn, your team is freed up to focus on attending to customers in their time of need, increasing brand loyalty.”

For more information on Clarabridge’s crisis management solution, please visit https://www.clarabridge.com/.

About Clarabridge
Clarabridge’s SaaS customer experience management solution helps hundreds of the world’s leading brands put customer feedback to work. Offering the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy. The result: better customer experiences. For more information, visit www.clarabridge.com.

Contacts
LaunchSquad for Clarabridge
Chelsea Hoedl, 617-945-1915
clarabridge@launchsquad.com