CLARABRIDGE ICE INTELLIGENT CUSTOMER EXPERIENCE

Transcription

1 CLARABRIDGE ICE INTELLIGENT CUSTOMER EXPERIENCE

2 Customer Experience is a key element of your business. How do you improve it? You need as much information as you can get. You also need control over your customer feedback sources, and great communication among your colleagues and with your customers. What you learn from the Voice of the Customer (VOC) is critical, but how you act on that information is even more important. That s why Clarabridge has developed ICE Intelligent Customer Experience. Don t just see sentiment change it. Don t just hear chatter respond to it. From insight to action that s Intelligent Customer Experience. That s ICE. WHAT IS CLARABRIDGE ICE? Intelligent Customer Experience (ICE) is an innovative concept developed by Clarabridge that enables businesses to take their customer experience strategies to the next level. It leverages proven technology and knowledge to enable organizations to perform smart Customer Experience Management (CEM); to listen to everything, analyze intelligently, and act confidently. By using powerful analytics to intelligently listen to and analyze all sources of customer feedback, businesses are able to create a single voice of truth that represents what customers are really thinking, feeling, and talking about when it comes to your company s brand, products, and services. This insight can then be acted upon across the entire organization to bring intelligence into every aspect of the customer experience journey. You can engage directly with customers to close the loop, and make better- informed business decisions with measurable ROI.

3 ELEMENTAL Intelligent Customer Experience is the foundation upon which you can build your CEM program. It is a methodology and a toolset to ensure that you are capturing your customers needs at every touch point. For companies to survive and thrive, they need to look at customer experience as a strategic, competitive differentiator. SOLID Clarabridge has developed the ICE concept through nearly a decade of CEM experience. Our awardwinning products and processes lead the industry in scope and sophistication. We have built our best practices from over 300 customer engagements with organizations from B/E Aerospace and Best Buy to United Airlines and Wendy s International across industries and across the world. ICE IS... FORMED UNDER THE RIGHT CONDITIONS If your organization is committed to becoming customer-centric, Clarabridge has the products and the expertise to help guide you through the process. We will be a trusted partner to help move your CEM initiatives to the next level. TRANSPARENT Clarabridge gives you a clear, complete view into exactly what customers are saying to you and about you. Our centralized hub allows you to listen to all customer feedback, from all sources not just a select sample. Our solutions quickly and accurately process feedback from surveys, agent notes, social media (Twitter, Facebook, review sites, blogs, forums, etc.), chat, s, warranty notes, and more. REFRESHING Wouldn t it feel great to know how to move forward, instead of guessing? Clarabridge lets you listen to all of your customer feedback and analyze it with proven technology. This lets you act with confidence because you have real insight into your customers needs. And, your customers will be energized by how responsive you are. COOL Intelligent Customer Experience means using advanced technology, through an intuitive interface, to do something you could never do before. The proprietary Clarabridge Intelligence Platform handles massive amounts of data and uses Natural Language Processing (NLP) to analyze it in a way that is modeled after how our brains process speech understanding grammar, slang, context, and sentiment with a degree of accuracy that exceeds anything else on the market. What could be cooler?

4 ICE INTELLIGENT CUSTOMER EXPERIENCE CLARABRIDGE ANALYZE CLARABRIDGE ACT THE BUILDING BLOCKS OF ICE CLARABRIDGE INTELLIGENCE PLATFORM At the core of the Clarabridge ICE concept is our industry leading Intelligence Platform. It includes powerful technology such as our Classification Suite, Sentiment Manager, Structured Data Joiner, Alerts Engine, and Clarabridge s patented Natural Language Processing (NLP) Engine. Each engine has been designed and continuously enhanced to allow VOC data to be processed at a more granular level. CLARABRIDGE ANALYZE The solution for all in-depth VOC analysis, Clarabridge Analyze efficiently categorizes all customer and employee feedback, while scoring customer sentiment on an 11 point scale. With customized reports and dashboards, scorecards, Insights Analysis reports and ad-hoc analysis capabilities, users can easily configure the solution to meet their business needs. Our one click Root Cause Analysis helps users quickly realize value from day one. CLARABRIDGE ACT Clarabridge Act provides employees in the field with fast, accurate, and relevant VOC data to help drive excellent customer experience, wherever they are. Clarabridge Act provides real-time dashboards, scorecards, alerts, and actual customer comments empowering business owners to take action, correct issues as they are occurring, and close the loop with customers. It is a solution to get all data to everyone, everywhere.

5 CLARABRIDGE SOCIAL INTELLIGENCE Clarabridge acts as a centralized hub for processing all social feedback, analyzing it with a unique capacity for handling the nuances of social conversations. From slang to hashtags, Clarabridge cuts through the noise of social media to tell you what is really driving positive and negative conversations about your brand. CLARABRIDGE GO The Clarabridge Go mobile app gives users the power of Clarabridge in the palm of their hands, with key metrics and close-the-loop capabilities wherever they are needed. ANALYZE ALL YOUR DATA SOURCES Clarabridge processes all of your customer experience data, including surveys, agent notes, social media (Twitter, Facebook, review sites, blogs, forums, etc.), chat, s, and warranty notes. Through enhanced APIs and Clarabridge Connect, our enterprise data integration suite including 10+ pre-built data connectors, companies can easily interface with the Clarabridge Intelligence Platform SUCCESS WITH ICE Clarabridge has the expertise gained from hundreds of deployments with Global 1000 companies to ensure success at every stage of your CEM program. Our Strategic Services Team assists with quick and effective analysis of VOC data, building and expanding VOC programs, and establishing best practices. We also provide Clarabridge University, a comprehensive training program covering all stages of deployment as well as refresher training, available both in classrooms and online. Because different team members have different needs, training is tailored to your use case. Courses include workshops, tune-up sessions, digital tutorials, and elearning modules.

6 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, analyze, operationalize, and measure multi-source customer feedback through intelligent sentiment and text analytics. Insights extracted through Clarabridge enable organizations 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 programs 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, Miami, FL, and London, UK. For more information, visit or on WASHINGTON SAN FRANCISCO MIAMI LONDON