News

RESTON, Va.—(BUSINESS WIRE)—Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, today announced exciting updates to its suite of CX products. These improvements reflect Clarabridge’s decade-long commitment to innovation, using the latest developments in AI and Machine Learning. With these enhancements, Clarabridge will better equip companies with actionable insights from every customer interaction to reduce customer churn, increase ROI and drive sales. From mobile application enhancements to advanced AI-powered Text Analytics, these Clarabridge updates will allow companies to make better business decisions grounded in customer feedback, thus driving brand loyalty.

Today it is even more imperative for companies to capture and make sense of all customer feedback, as the channels through which customers interact with brands continue to increase. Clarabridge not only allows companies to harvest, bring together and analyze all of this data but it also enables them to engage and close the loop with their customers where they are. New features to CX Social further demonstrate Clarabridge’s commitment to best-in-class customer engagement. These include:

• Better Connect with Customers On the Go: The Clarabridge Inbox Mobile App has been completely revamped and now includes popular desktop features such as Crisis Plans, Conversation View and Approval Workflows, empowering brands to seamlessly respond to customers and engage with them in real-time and on-the-go. This application uses the full power of the Clarabridge AI platform to aggregate all brand mentions in one place, automatically sorting, categorizing, routing and prioritizing feedback for agents to quickly and effectively respond, without requiring them to be at a desk. Clarabridge Inbox is available on the iTunes App Store and in Google Play.
• Reach Every Customer: With these new updates, Clarabridge now allows brands to leverage the power of CX Social through cloud-based instant messaging service, Telegram. Adding this popular communication channel highlights Clarabridge’s commitment to ensuring that brands using CX Social are able to meet and engage customers where they are and in their channel of choice.
• Increase Internal Productivity: 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, improving an unnecessarily tedious process.

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