As today's customers continue to voice their opinions through channels such as social media, e-mail, surveys and more, the need for companies to engage directly with consumers is now a prerequisite for closing the loop and creating lasting relationships. It’s a lot easier said than done, however, since the high volume these channels generate can quickly overwhelm companies without effective analytics solutions in place.
Customer experience management (CEM) solutions provider Clarabridge (News - Alert), Inc. has announced the release of its Clarabridge 5.5 product, a centralized customer experience management (CEM) solution that allows organizations to holistically collect, analyze and operationalize customer feedback data across the enterprise.
Clarabridge 5.5 also includes the new Clarabridge Engage module, a scalable content-driven CEM solution designed to intelligently capture, route and respond to customer feedback in real time. This allows companies to proactively interact with consumers and promote more meaningful customer relationships.
Essentially, the new Clarabridge Engage module creates a fully integrated CEM hub that leverages Clarabridge's leading sentiment and text analysis solution to intelligently identify and analyze the actionable customer comments.
Clarabridge Engage alerts the appropriate business stakeholder of the actionable posts in real time. Within the Clarabridge environment, businesses can engage directly with customers through the communication channel of their choice, such as social media or e-mail, in order to proactively resolve customer complaints, bolster customer engagement and improve customer loyalty.
"We recognize that solving today's customer experience challenges requires intelligently delivering customer experience to every business stakeholder, including the customer," Sid Banerjee (News - Alert), CEO at Clarabridge, said in a statement announcing the product launch. "The latest release of Clarabridge 5.5 revolutionizes the way companies engage with customers in real time. Regardless of how a customer reaches out to a business, through social media, email or a different method of communication, Clarabridge 5.5 empowers companies to drive new levels of customer engagement, loyalty and retention.”
“By introducing Clarabridge Engage, we further extend the power of Clarabridge deeper into an organization for the most accurate and comprehensive analysis of customer sentiment,” he added.