QVC® DEPLOYS CLARABRIDGE TEXT ANALYTICS SOLUTION TO GAIN REAL-TIME CUSTOMER INTELLIGENCE
March 8, 2010 00:00 AM
Clarabridge, the leading provider of text analytics software used by many Fortune 1000 companies to improve customer experience management (CEM), today announced that QVC, one of the world’s largest multimedia retailers, has deployed Clarabridge’s Content Mining Platform at its U.S. operation as part of its continual focus on maximizing customer experience.
QVC selected Clarabridge’s text analytics solution based on the company’s compatibility with QVC’s existing infrastructure and applications, its experience in the retail sector and strong client references and analyst referrals. QVC is deploying Clarabridge at its U.S. operation.
QVC actively listens to its customers and acts on this customer intelligence by regularly tracking customer data in a variety of customer touch points, including call center communications, customer e-mails, surveys, product ratings and reviews, and online forums and blogs. Clarabridge is providing QVC with a way to efficiently access and trend this valuable customer intelligence so that it can be used by the business owners to influence decisions about how best to service its customers.
“QVC has been interested in text analytics tools for a long time, but we fast-tracked the effort in view of the substantial rise in the data we were seeing, particularly from social media sources,” said Dan McDermott, senior vice president of customer services at QVC. “Clarabridge’s robust text analytics tool will help us process the significant amount of customer feedback data we collect on a daily basis.”
QVC was recently recognized as a top 10 retailer for customer service, ranking fifth in the NRF Foundation/American Express 2009 Customers’ Choice survey. QVC’s e-commerce site, QVC.com, was also recognized for its exceptional customer service by ForeSee Results, ranking third in its Holiday E-Retail Satisfaction Index.
“Customers are talking to companies and about companies more than ever, and across many industry sectors, more and more leading companies are responding with investments in customer experience management initiatives,” said Sid Banerjee, chief executive officer at Clarabridge. “To stay ahead of the game, global companies such as QVC must have accurate, real-time customer intelligence to help them make the right business decisions to attract and retain customers and positively impact bottom-line profits.”
Today, more than 50,000 business users at many of the world’s largest companies are using Clarabridge’s text mining software to stay competitive by improving products and services and improving overall customer experience. Clarabridge’s clients include AOL, Capital One, Choice Hotels, Expedia, Gaylord Entertainment, H&R Block, Intuit, Inc., Marriott International, Oracle, Sage Software, Walmart and Walgreens – among others.
Clarabridge is the leading provider of text mining software for customer experience management. The Clarabridge Content Mining Platform™ provides Global 1000 enterprises an analytical view of text-based verbatims found in voice of the customer feedback channels such as call center notes, qualitative survey feedback, Web 2.0 content, online forums, reviews, social media sites, and customer warranty forms. As a result, businesses can improve marketing, product/service management and customer service delivery. Prospective Clarabridge users can sign up for Clarabridge’s online self-service offering at https://www.clarabridge.com/selfservice and upload, process, and analyze for a limited time up to 10,000 verbatims for free. Clarabridge is privately held with headquarters in Reston, Va. For more information, visit www.clarabridge.com.
QVC, Inc., a wholly owned subsidiary of Liberty Media Corporation attributed to the Liberty Interactive Group (Nasdaq: LINTA), is one of the largest multimedia retailers in the world. QVC is committed to providing its customers with thousands of the most innovative and contemporary beauty, fashion, jewelry and home products. Its programming is distributed to more than 180 million homes worldwide. The company’s Web site, QVC.com, is ranked among the top general merchant Internet sites. With subsidiaries in the United Kingdom, Germany and Japan, and launching in Italy in 2010, West Chester, Pa.-based QVC has shipped more than a billion packages in its 23-year history. QVC, Q, and the Q Ribbon Logo are registered service marks of ER Marks, Inc.