Clarabridge for Digital Customer Service
Leverage Clarabridge Engage to connect with customers where they are and provide superior customer experiences through conversation analytics and engagement software.
Connect to all digital channels: Facebook, Twitter, Instagram, WhatsApp, SMS, WeChat, email, forums, blogs, and more.
Get real-time insights and understand custmer effort, emotion, cries for help, and queries using the best-in-class text analytics engine.
View all incoming messages, access conversation history for context, and integrate all disparate across-channel conversations.
Solve customer issues, answer inquiries, and provide updates and information from any social and digital customer-preferred channel.
The Clarabridge Engage Difference
Connect Easily Across Digital Sources
To Clarabridge, digital channels include social networks, messaging applications, email, and community support forums. Have real-time conversations with customers across channels.
Streamline Response with a Unified Inbox
Help your team be prepared and execute effectively with pre-canned responses, templates of publishing guidelines, and crisis plans that allow you to plan for unexpected emergencies.
Complete SLA Monitoring
Maximize and improve customer care metrics such as first resolution rate, reopen rate, and average handle time per case. The exclusive Watchdog feature informs how long mentions have been waiting for an answer so you don’t have to miss your response time SLAs.
Automatic Tagging & Routing for Faster Response Times
Use Clarabridge Engage to automatically identify topics of social conversations and route mentions to the right agent at the right time. Much faster and more effective than manual tagging, this feature allows agents to focus on the outcomes rather than the process.
Social Bot Integration
Spend your time more efficiently by allowing regular ping-pong FAQs to be asked by your bot. If your Facebook bot implements the handover protocol, Clarabridge Engage is ready to shake hands with your bot for a smooth bot to human agent handover.
Open Integration with All Critical Customer Systems
Resolve questions and issues quickly and completely. Open APIs and out-of-the-box integrations with CRM, support, and ticketing systems including Salesforce, Desk.com, and Zendesk allow easy access to complete customer information such as purchase history, contact info, and open support tickets.
Global Brands Choose Clarabridge Engage for Social & Digital Care
KitchenAid Improves Response Speed, Driving 85% Growth in Social Engagement
Social media at KitchenAid, the highly respected countertop appliance brand, was originally intended to encourage consumer engagement. Over time, however, customers started using …Learn More
Brighton & Hove Buses Steps Up Digital Service During Snowstorm Crisis
Brighton & Hove Buses, a bus services operator in southern England, receives a constant stream of questions and comments via social channels, email, and letters every day …Learn More
T-Mobile Netherlands Cuts Costs While Improving the Customer Experience
As social media evolved into a channel for social care and an outlet for real-time feedback and engagement, T-Mobile Netherlands knew it was time to rethink its overall social strategy …Learn More
Clarabridge’s Engage Helps SharkNinja Enhance the Customer Experience
SharkNinja, a leader in the housewares industry, had little visibility into agent activity and performance …Learn More