Clarabridge Unveils New Customer Experience Innovations

Clarabridge revealed new digital customer care innovations at its 11th annual Clarabridge Customer Connections conference.

The technology unveiled in Miami will provide customers with a better understanding of the digital conversations happening on every channel, the tools to operationalise customer feedback data across all business operations and the insights required to drive customer loyalty.

“Consumers want exceptional, empathetic, and effortless experiences everywhere, and to do that, brands need to understand their customers as people,” said Mark Bishof, CEO of Clarabridge.

“The innovations we’re bringing to market empower organisations to build relationships internally and externally at scale, implement insights from customer feedback data across all areas of the business, and evolve the traditional, siloed approach to customer experience into one that is data-driven and focused on digital customer care.”

Clarabridge Engage & Predictive Reason Detection

Communication channels like social media and messaging are converging, requiring companies to take a holistic approach to understanding digital conversations. In keeping with this trend, Clarabridge has rebranded CX Social to Clarabridge Engage.

Combined with new live chat features and increased support for all major messaging platforms like WhatsApp, Messenger, Twitter, Viber, and Telegram, customers can leverage the power of Clarabridge’s expert listening, engagement and analytics capabilities for all digital conversations.

Its great for companies to have a deep and nuanced understanding of how digital conversations drive the customer experience.

To provide that understanding, Clarabridge has introduced Predictive Reason Detection. With AI technology, companies can now pinpoint why a customer initiated a conversation, improving contact deflection, reducing interaction length and ultimately revealing patterns and insights that businesses can act upon.

Clarabridge has also added Swedish language support, new data transformation capabilities and an expanded list of data connectors across its suite of CEM services.

With these additions, it’s now even easier for customers to access omnichannel data sources and understand digital conversations.

Clarabridge Pulse & Automated Interaction Scoring

Customer feedback data is a critical source of information that can transform business operations across product development, marketing, service policies and more. Clarabridge Pulse, a new iOS app, puts the voice of the customer in every employee’s pocket.

With quick, mobile access to Clarabridge, employees across the organisation can now tap into powerful customer feedback insights to inform their everyday business decisions.

The contact centre remains an untapped resource of customer feedback data that can be operationalised across organisations. Clarabridge is committed to helping companies leverage these insights, and has seen significant growth in demand from customers across industries.

In response, the company is also bringing Automated Interaction Scoring to market. This new, AI-powered approach to contact scoring analyses one hundred percent of customer interactions across channels, including those with contact centre agents.

With a complete view into every single agent-customer interaction and beyond, companies can make data-driven, customer-centric decisions about how to optimise and innovate internal processes.

Clarabridge’s Advanced Emotion Detection

Clarabridge’s new Advanced Emotion Detection technology leverages the company’s NLP capabilities to identify the specific emotions expressed during customer interactions, track the intensity of those emotions and understand the impact on customer loyalty.

By combining value, effort and emotion, companies that leverage Emotion Detection will likely add a competitive edge to their customer experience programs and drive brand loyalty.

The innovations announced at C3 will be made widely available to customers later this summer.