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Clarabridge Announces Platform Updates to Enable Deeper Customer Insights



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Clarabridge, a provider of customer experience management solutions, has released its Winter Product Platform updates with enhancements to its suite of CX products.

With these additions, Clarabridge aims to better equip companies with actionable insights from customer interactions in order to reduce customer churn, increase ROI and drive sales.

According to Clarabridge, it is becoming more critical for companies to capture and make sense of all customer feedback, as the channels through which customers interact with brands continue to increase. Clarabridge allows companies to harvest, bring together and analyze all of this data, as well as engage with their customers where they are.

Within CX Social, the Clarabridge Inbox Mobile App now includes popular desktop features such as Crisis Plans, Conversation View and Approval Workflows, to help brands to respond to customers and engage with them on the go. This application uses the Clarabridge AI platform to aggregate all brand mentions in one place, automatically sorting, categorizing, routing and prioritizing feedback for agents to respond, without requiring them to be at a desk. Clarabridge now allows brands to leverage the power of CX Social through cloud-based instant messaging service, Telegram, to ensure that brands using CX Social are able to meet and engage customers where they are and in their channel of choice. In addition, companies with a public knowledge base can now connect it to CX Social utilizing Bing’s Customer Search to expedite the search process for agents looking to provide customers with helpful resources. Additionally, for companies with multiple social profiles, the Clarabridge platform now allows brands to save these to dedicated groups.

Clarabridge’s updates to its CX Analytics offerings also arm companies with the latest AI powered technology to uncover insights that enhance customer experience and drive brand loyalty. These include Clarabridge’s NLP technology and machine learning techniques which allow companies to identify which customers are likely to churn based on the linguistic features of their feedback. With this new Clarabridge release, companies will be able to use the ‘churn’ sentence type within Case Management to flag at-risk customers and pair them with an agent equipped to intervene.  Clarabridge has also added Tagalog to its extensive list of NLP language packs; and with Clarabridge’s new filtered metrics, companies can perform complex calculations over custom subsets of data to better connect data points and identify key trends (regardless of how disparate those datasets may seem).

For more information on Clarabridge’s Winter Product Platform updates, visit www.clarabridge.com.


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