Clarabridge Updates Customer Experience Management Solution



Clarabridge, a provider of customer experience management, released Clarabridge 6.3, a next generation CEM solution for the enterprise market. The release builds on ongoing momentum from Clarabridge, who helps companies increase customer satisfaction by collecting the voice of the customer from every channel and accurately interprets customer sentiment and delivers actionable insights to improve customer experience.

Features include:

  • A restyled and customizable user interface: Clarabridge 6.3 introduces a new user interface to include a sleek modern look, with new features including intuitive tab navigation and a customizable color palette, allowing users to maintain consistent branding on a global scale. The visuals presented to customer experience leaders enable fast decision-making and activates data across the organization.
  • Fast root-cause analysis: Clarabridge users can now get to the root-cause of an issue quickly through speedy insights into the detail that is usually hidden in the volumes of customer feedback. With the product’s improved processing times, organizations can comprehend customer feedback and deploy the strategies and tactics needed to improve their business in real-time.
  • Brings context to voice of the customer: With Clarabridge 6.3, customers can now incorporate any data, such as point of sale, purchase metrics, survey data, recorded speech and more. Only with a view of all sources of data together can marketers completely understand the entire sentiment of the customer base and gain a complete view of the customer journey. This powerful mash-up of data helps CEM professionals focus on key performance indicators and lead their team to the next best action.
  • Additional language capabilities for understanding customer sentiment: Adding to Clarabridge’s expansive native multi-lingual capabilities spanning the world, Clarabridge 6.3 now includes full Natural Language Processing (NLP) in Korean. With native NLP, multi-national organizations can accurately interpret customer feedback in multiple languages and find unique customer insights in every market in which their brand is present.

“No matter where you do business or how customers provide feedback, Clarabridge 6.3 can interpret the voice of your customer,” said Fabrice Martin, vice president of product management at Clarabridge. “These improvements will make it faster and easier for companies looking to build an emotional connection with their customers by being more insightful, engaging, and anticipatory. Clarabridge 6.3 helps brands deliver happy customers.”