CONSULTA RESEARCH AND CLARABRIDGE PARTNER TO BRING WORLD-CLASS CUSTOMER FEEDBACK ANALYTICS TO SOUTH AFRICAN BUSINESSES

April 4, 2012 00:00 AM

Consulta Research, the leading customer experience measurement provider in South Africa, today announced a partnership with Clarabridge, Inc., the global leader in text and sentiment analytics driving Customer Experience Management (CEM). Together, Consulta Research and Clarabridge offer an integrated solution to provide businesses with customer insight from structured and unstructured data for customer feedback systems.

Online customer reviews, categorized as unstructured data, traditionally come from disparate sources and are difficult to comprehensively aggregate and analyze. Consulta’s sentiment analysis solution, powered by Clarabridge, arms businesses with an intuitive, enterprise-grade solution that automatically monitors and analyzes unstructured content. Delivered in real time, critical voice of the customer data bolsters service recovery, and training and operational improvements.

“The text and sentiment analytics of any feedback system in today’s market plays a larger importance in understanding consumer purchase decisions, the business’ response and how attention should be paid to such issues and feedback,” said Willie Fitzgerald, Executive ICT at Consulta Research. “Without insight to the consumer experience, financial institutions cannot act appropriately to increase customer satisfaction and loyalty and boost sales objectives. With Clarabridge, Consulta Research can easily sift through consumer feedback and transform sentiment into actionable strategies. This partnership strengthens Consulta Research’s ability to help companiesmonitor, manage and improve their businesses through intelligent analysis of customer data.”

“Consulta Research choosing to partner with Clarabridge is a testament to our unique position in the industry. We have seasoned and trusted relationships with leading brands who depend on us to optimize CEM and VoC programs,” said Clarabridge CEO, Sid Banerjee. “Now, expanding the breadth of our expertise, Consulta Research will allow South Africa-based businesses to access our text and sentiment technology, support and insight. Consulta Research is the latest firm to recognize the value of a holistic understanding of customer feedback and they are taking necessary steps to make this possible for South African businesses.”

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 customers include AOL, B/E Aerospace, Betfair, Charming Shoppes, Inc., Choice Hotels, Dell, E.ON, Expedia, Fidelity Gaylord Hotels, Intuit, J.D. Power, L’Oréal, Marriott International, Nissan, PetSmart, QVC, Inc., Sage North America, Santander, United Airlines, Unilever, Walmart, Walgreens and Wendy’s International. Clarabridge is privately held with offices in Reston, Va. and London, U.K. For more information, visit https://www.clarabridge.com or on Twitter:@clarabridge.

About Consulta Research

Prof Adré Schreuder, a doyen of the South African market research field, who has more than 25 years of academic and research experience and is a full professor of marketing, founded Consulta Research in July 1998. The company was the first fully-fledged research supplier to be launched through the University of Pretoria’s business venturing enterprise. Consulta Research proud itself of its multifaceted relationship measurement process that focuses on creating two-way exchanges with customers, to provide companies with intimate knowledge of their customers’ needs, wants and buying patterns. Customer Experience Measurement is a professional core competency at Consulta Research. This unique offering has been founded on focused post-graduate research and continued scholarly contact with the world’s leading thinkers in the arena of Customer Experience Measurement. Two decades of research have been integrated into Consulta’s proprietary Customer Satisfaction model, which harnesses a best practice approach. Consulta call it a “new paradigm in Customer Experience Measurement”. To learn more, please visit http://www.consulta.co.za orhttp://www.textanalytics.co.za

Contacts

Serina Aswani
Clarabridge, Inc.
serina.aswani@clarabridge.com
571.299.1896

Megan Coyle
Articulate Communications Inc.
clarabridge@articulatecomms.com
212.255.0080, ext. 14