Beyond the Arc, a customer experience firm that helps financial service companies develop actionable insights from customers, has expanded its Voice of the Customer solutions by leveraging the capabilities of Clarabridge, a leading provider of sentiment and text analytics software. The relationship will enable Beyond the Arc to provide financial services firms that use Clarabridge with broader solutions that improve their customer experiences.
Beyond the Arc's Voice of Customer services help companies analyze and effectively respond to customer feedback collected through a variety of touch points, including social media, call center reports, and online communications. By teaming with Clarabridge, Beyond the Arc helps financial institutions improve products and services across all lines of business by understanding what the customer is saying through social media and other channels, such as email, chats, and contact centers.
"The challenge in leveraging social media data is aggregating and understanding it in conjunction with other forms of customer feedback sources," said Sid Banerjee, CEO of Clarabridge, in a statement. "Clarabridge provides the tools needed to cut through the clutter and act on the huge volume of customer interactions collected from complex, multichannel platforms, while Beyond the Arc leverages our technology in creating insights that are actionable and align directly with client needs."
Clarabridge software helps organizations within the financial services industry to analyze and identify fraud related to banks and insurance companies, assist in risk management by identifying trends across sources, such as social media, public commentaries, and regulatory filings, and identify areas of improvement for the customer experience. The Clarabridge solution collects various sources of customer feedback, categorizes the content, performs sentiment scoring, and provides business users access to the data enterprisewide.