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Put Your Customer Feedback To Work

Clarabridge Brochure

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Page 1: Clarabridge Brochure

Put Your Customer Feedback To Work

Page 2: Clarabridge Brochure

Now more than ever, you can’t afford to ignore customer experience.

NATIONAL GROCERY RETAILER:

Real Results: 195,000 customer feedback records. Improved strategy. $1M increase in annual sales.

Make a Measurable ImpactEven though Customer Experience Management (CEM) is a critical business initiative, many CEM programs are shallow and are not achieving desired results. Why? Because understanding customer needs, wants, and feelings across the entire journey is difficult. You need advanced analytics to capture the real voice of the customer across all the different channels and touch points. You also need a real-time, big data mindset to provide these insights to the people who can act on them.

Only ClarabridgeClarabridge is your partner for better CEM for real, measurable results. In fact, 98% of our customers have improved CX measures using our technology. With our proven voice of the customer software and strategic CEM expertise you can:

• Reduce Cost. Improve call center operations through call deflection and faster resolution.

• Increase Revenue. Increase marketing effectiveness and drive sales.

• Decrease Risk. Drive customer loyalty with consistent, efficient operations.

Customers have a louder voice with broader influence.

The customer journey is more complex, with many touch points.

89% of businesses will compete* on customer experience by 2016. You have to be one of them.

* Source: Gartner

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Collect & ConnectCollect feedback via dynamic, personalized surveys. Increase response rates and give the customer a voice no matter when or how they interact with your business.

Connect to literally every other feedback channel easily. Capture feedback from social, recordings, chat, notes, and email as well as behavioral and demographic data, all in one place.

Customer AnalyticsReveal what your customers really think with proven customer analytics powered by the industry’s best text and sentiment analytics engine. Understand customer needs, wants, and feelings. Uncover why customers provided a certain rating, returned a product, or called support. Drill into the root cause and predict your next best action. Improve business areas with the biggest impact on customer satisfaction.

Discover & ReportPut your customer feedback to work. Report, share, and distribute the insights to staff, managers, and executives. Use any browser or any device for on-the-go insights. Ensure everyone in your business understands the customer. Alert your team to problems before they impact the bottom line. Drive strategic decisions with confidence.

Engage & Close the LoopMonitor your progress. Tell your customers you heard them and delight them with personal com-munication. Watch your Custom-er Experience scores go up.

AMERICAN TELECOMMUNICATIONS:

Real Results: 110 million customer feedback records. $3.75 million savings in customer care.

Complete CEM SolutionsA complete customer experience program includes

two critical elements—analytical CEM and operational CEM. Together, these enable you to embed a customer focus across the enterprise.

CollectFeedback

Engage & Act

AnalyzeFeedback

Discover & Report

ANALYTICAL CEM

OPE

RATI

ONA

L C

EM

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CX Intelligence Platform: Discover the ‘what’ and the ‘why’ behind customer feedback using text analytics, sentiment detection, categorization, root cause, and predictive analytics.

CX Survey: Solicit customer feedback while fighting survey fatigue with our robust, dynamic survey hosting application.

CX Studio: Consolidate the entire voice of customer into sharable, easy to use, immediately actionable dashboards.

CX Engagor:Connect with high priority customers with advanced filtering and workforce manage-ment that lets your social care team wow your customers.

FINANCIAL SOFTWARE:

Real Results: +20 point increase in customer loyalty yields 100x return on investment.

CEM for the EnterpriseClarabridge is the only full-featured, scalable, proven CEM solution on the market.

It is trusted by more than 800 of the largest businesses in the world.

Your Partner for a Better Customer ExperienceOur SaaS solution together with our consulting services and partner ecosystem ensure your CEM initiative will increase your customer satisfaction scores like thousands have before you. Our partnership includes everything you need to succeed. You will leverage the voice of the customer. You will increase revenue. You will save money and reduce risk. You will drive customer loyalty. You will make happy customers.

Page 5: Clarabridge Brochure

Put Your Customer Feedback To WorkRequest a demo, discover resources, attend an event: www.clarabridge.com

[email protected] (US)+44 (0) 20 3142 8615 (UK)

"Clarabridge turns the voice of the customer into

an irrefutable truth."Justin MacDonald, InfusionSoft