INTELLIGENT CUSTOMER EXPERIENCE ( ICE ) WITH PROVEN VALUE AND ROI

Transcription

1 INTELLIGENT CUSTOMER EXPERIENCE ( ICE ) WITH PROVEN VALUE AND ROI

2 Consumers are sharing feedback about every touch point on their customer journey in greater volume and in more channels than ever before. Simultaneously, enterprises are learning that traditional analysis methods can no longer keep pace with the ever-expanding Voice of the Customer (VOC). Teams analysing VOC data often uncover complex customer issues that require multiple departments to work together to solve the issues. Today, hundreds of companies turn to Clarabridge to listen to, analyse, and operationalise their VOC data. Clarabridge s Intelligent Customer Experience (ICE) solution is a multi-channel customer experience hub, designed for real-time analysis, collaboration, and one-on one customer engagement. Companies can quickly and easily examine all VOC data to uncover the root cause of issues and deliver actionable insights to key stakeholders for product enhancements, improved operations and increased customer loyalty. The solution distributes the right data, to the right stakeholders, in the right format, all in real-time.

3 Clarabridge has over 250 deployments of the ICE solution. Clarabridge partners with clients in every phase of deployment, from implementation to training, in order to ensure success. We leverage best practices and industry knowledge to gather stakeholder requirements, build and document processes, and sell CEM up and throughout the organisation for a quicker return on investment. Training is provided at all stages of deployment through Clarabridge University. Training includes online and on-site workshops, digital tutorials, webinars, and a business insights immersion programme designed to get analysts up and running as quickly as possible. CLARABRIDGE ANALYZE Allows users to easily navigate and understand vast amounts of VOC data by efficiently categorising all customer feedback, while analysing customer sentiment on an 11 point scale. Through individualised reports, custom dashboards and side-by side comparisons, users can easily configure the solution to meet their business needs. With Clarabridge Analyze, organisations can measure every touch point in the customer journey, providing them with a real-time, 360-degree view of their customer. Capture feedback from any channel, including: Multiple Survey Types Contact Centre Agent Notes Social Media (Twitter, Facebook, etc.) Blogs Forums Review Sites Chat Warranty Notes Maintenance Logs CLARABRIDGE COLLABORATE Supports cross-departmental collaboration to solve today s complex CEM challenges. Collaborate creates an environment for cooperative problem solving by intelligently alerting stakeholders in real-time to potentially problematic feedback found in VOC data. Collaborate is content generated meaning that new data is continuously feeding the system. When a spike or critical issue occurs, an alert is triggered and assigned to stakeholders in realtime; users can then invite others to participate in conversations, driving further expansion of VOC and CEM data throughout the organisation. Additionally, Collaborate is the centralised documentation point for all VOC conversations and actions, providing greater accountability for those involved.

4 CLARABRIDGE ENGAGE empowers employees throughout the organisation to proactively close the loop with today s customers in social channels or any other customer-selected communication channel, and deliver enhanced personalised service to keep and win business, all in real-time. By leveraging the intelligence engines of the Clarabridge ICE solution, Engage intelligently routes actionable feedback to the appropriate team member for one-to-one consumer follow up. At the core of Clarabridge ICE is the Clarabridge Platform. The platform contains our patented Natural Language Processing (NLP) Engine, Classification Suite, Sentiment Manager, and Alerts Engine. Each engine has been designed to help business users easily access their VOC data. Also contained within the platform is Clarabridge Connect, a series of data source connectors, APIs, and support for big data. With out-of-the-box categorisation and industry templates, Clarabridge s solution provides value from day one. Imagine being able to intervene at key points in a customer s journey and nudge them towards a more loyal and profitable relationship? With Clarabridge s intelligent Customer Experience Management (CEM) solution, real action is possible with insights from countless channels. The customer landscape has changed, and companies that want to evolve with it must weave CEM into the very fabric of their culture. CLARABRIDGE HAS BEEN CHOSEN TIME AND TIME AGAIN FOR OUR: 1. FOCUS: 100% focused on Intelligent Customer Experience and VOC 2. TECHNOLOGY: Patented NLP engine, 11-point sentiment scale and automated theme detection puts Clarabridge at the forefront of CEM innovation 3. EXPERIENCE: Hundreds of enterprise-wide, multi-channel deployments across industries 4. PEOPLE: Leverage best practices and industry knowledge to deliver value and faster ROI Proven Benefits Designed for the business users Identify root cause of issues with one click Perform ad-hoc analysis in minutes Advanced reporting and distribution Detect emerging trends before they escalate Identify leads, churn and upsell Faster product and service innovation Increase customer loyalty and brand recognition

5 THE CLARABRIDGE PROCESS LISTEN Gather customer feedback from every conceivable source. TRANSFORM Process, categorise and score every aspect of each verbatim. ANALYSE Make actionable insights accessible across your organisation. OPERATIONALISE Operationalise with Downstream Systems CUSTOMER EXPERIENCE INTERNAL SOURCES Surveys s Contact Centre Online Feedback Chat Web Analytics Enterprise Data Warehouse EXTERNAL SOURCES Social Media - Twitter - Facebook - Blogs Product Reviews Forums & Communities Ad Hoc Uploader NATURAL LANGUAGE PROCESSING (NLP) CLASSIFICATION SUITE SENTIMENT MANAGER REAL-TIME ALERTS ENGINE MACHINE LEARNING ANALYSIS PREPARATION CUSTOM DASHBOARDS ADVANCED REPORTING PACKAGED INSIGHTS ROOT CAUSE ANALYSIS AUTOMATED THEME DETECTION INDUSTRY STARTER TEMPLATES INTELLIGENT ROUTING ALERT DELIVERY FIELD REPORTING ENTERPRISE WORKFLOW API STACK BI PLUG-INS CUSTOMER ENGAGEMENT ENTERPRISE-WIDE COLLABORATION CLARABRIDGE CONNECT CUSTOMER CARE OPERATIONS PRODUCT MANAGEMENT SALES AND MARKETING HUMAN RESOURCES REGIONAL OFFICES STORE/BRANCH/FLOOR STAFF CLARABRIDGE INTELLIGENT CUSTOMER EXPERIENCE CLARABRIDGE ANALYZE CLARABRIDGE ENGAGE CLARABRIDGE COLLABORATE Clarabridge is the leading provider of intelligent Customer Experience Management (CEM) solutions for the world s top brands. As the premier provider of CEM, Clarabridge enables Global 1000 businesses to intelligently listen to, analyse, operationalise, and measure multi-source customer feedback through intelligent sentiment and text analytics. Insights extracted through Clarabridge enable organisations to create a universal understanding of their customers, partners, and employees; make actionable business decisions with measurable ROI and collaborate on those decisions both internally with stakeholders and externally with customers. With hundreds of CEM implementations, Clarabridge is the 7th fastest growing software company, powering the CEM programmes for companies such as B/E Aerospace, Best Buy, Charming Shoppes, Inc., Choice Hotels, Dell, Expedia, E.ON, Fidelity, Gaylord Hotels, Government of British Columbia, Intuit, J.D. Power, L Oréal USA, Marriott International, PetSmart, QVC Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendy s International. Clarabridge is privately held with offices in Reston, VA, San Francisco, CA, and London, UK. For more information, visit or on WASHINGTON SAN FRANCISCO LONDON