Sentiment analysis and text analytics software company Clarabridge has expanded its customer experience management platform to include features like root-cause analysis and theme detection through the release of Enterprise 5.0
Also included in the release is social networking business application Clarabridge Collaborate, which offers intelligent routing of customer issues in real-time across the enterprise.
"Clarabridge Collaborate basically takes an alert notification concept and applies it…[to] statistical and correlations driver analyses to figure out what's changing that's either positive or negative and having an impact on the volume of conversations," Sid Banerjee, CEO of Clarabridge, says.
A high volume of unstructured data can be a challenge for cross-collaboration in the enterprise. Clarabridge wanted to look for a way to automate the manual analysis—or the way customer issues are prioritized, coded, routed, and acted upon—by streamlining response and performance operations, Banerjee says.
Enterprise 5.0 lays out specific product drivers, like product issue, demographic, or area of country, to give busy, operational users the alerts they need to identify and resolve a particular customer issue. The process is socialized when relevant users get access to the same information through a feed and can begin a conversation right on the platform.
When there is a spike in volume or a change in sentiment, companies can monitor and analyze cause factors; settings can be optimized around parameters like satisfaction score or percentage change in volume.
"Customer interaction is no longer just a phone call or an email," Banerjee explains. "Most of our customers are rapidly branching into social engagement [and] social support, and they also care about the reputation management, product, and service feedback that [comes from] social channels."