Name: Clarabridge (discontinued)
Rating: 10 (11 reviews)
Author: Discontinued Products

Digital Adoption

Help Desk

Web and Video Conferencing

Customer Support

Software Configuration Management

WebOps

Development

Higher Education

Education

Business Intelligence (BI)

Collaboration

File Sharing

Streaming Analytics

Visual Collaboration

VoIP

Enterprise

Accounting

Payment Orchestration

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Engagement

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Bug Bounty

C/C++ Integrated Development Environments

Cloud Storage

Data Recovery Service

Database Management

Enterprise Architecture Management

Fraud Detection

Hadoop-Related

High Availability Cluster

Identity Governance and Administration

Integration Platform as a Service (iPaaS)

IoT Security

MLOps

Network Performance Monitoring

Network Virtualization

Non-Relational Databases

Process Mining

Session Border Controllers

Threat Hunting

Web Access Management

Web Portal

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Consumer Ratings & Reviews

Content Management

Customer Reference Management

Demand Generation

Email Marketing

Email Testing

Local Listing Management

Marketing Automation

Personalization Engines

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Video

Web Analytics

Marketing

Project Management

Prototyping

Professional Services

Conversation Intelligence

Customer Relationship Management (CRM)

Multichannel Retail

Sales

Insurance Underwriting and Rating

Library Management

Medical Billing

Military and Defense

Moving Software

OSS/BSS (Operations Support/Business Support)

Vertical-Specific

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Clarabridge was a solution that helped users understand how customers and employees feel about a company without having to ask. It was acquired by Qualtrics, and its capabilities are now part of the Qualtrics product suite's capabilities.

Subscription

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Clarabridge (discontinued)

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Likelihood to Recommend

Likelihood to Renew

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Social Data Collection

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Social Analytics & Insight

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Social Engagement

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

Visier People

Atlassian Jira

Webex Meetings

Oracle SQL Developer

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Microsoft Office 2016 (discontinued)

Human Resources Information System Analyst II

Clarabridge 2017-12-07 08:44:57

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Boostlingo

Clarabridge 2021-08-05 10:06:48

Google Analytics

Quid

Google Analytics 360 (discontinued)

Digital Marketing Analyst

Clarabridge 2016-05-18 10:03:49

Advisor Online Communication

Engagor 2015-03-09 09:58:05

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Home

Customer Experience Management Software

We are one of their only ones using it for internal HR uses.

Currently, Clarabridge is being used by Talent and Culture (HR) to assess mainly exit interviews but also to look into survey results. In use for exits, we are trying to analyze anything and everything from why employees are leaving to legal issues, etc. In survey analysis of current employees, we take the data and want to hear the voice of employees in order to truly get a strong understanding of things they like and do not like.

Categorization: It is able to take the data and truly put into different categories based on what you create/ choose in the admin panel.
Sentiment analysis: It creates a sentiment (which you can edit) for every single word in the survey.
Customer Service: they are very quick and on point with requests and communicating new releases as well as training/ assistance.

Not that they are not awesome but things could constantly improve on the NLP for sarcasm based comments ( I know it is a machine and this is hard but It is one of my only frustrations)

Well, due to the organization not truly pushing it for its value, we have struggled on this. We have seen great insight into certain projects when trying to improve certain processes or management structure and seeing the decline in those categories for term reasons/explanations but that does not truly say that the problem is fixed. You could draw a parallel but living in assumptions can cause more issues.

Visier Workforce Intelligence, WebEx Meetings, JIRA Software, SQL Developer, Microsoft Office 2016

We used Clarabridge for over 4 years. We used it for our Social Media sites and interacting with our consumers. We handled Facebook, IG and Twitter from CXS. 
We stopped using it August 2020 when we converted to another system. We found that CXS didn't handle what we needed it to handle. That included DMs on IG, The program constantly crashing and not being reliable and no real assistance figuring out why we continued to get into Facebook Jail.

Organization
User Friendly for Support
Ease of Reporting

Constant problems with being locked out of our Facebook account.
Responses not attaching to individual threads
No IG support
No IG DMs
Twitter Support lacking

SLA Fractures quite a bit especially when we were in FB Jail
KPI not being met because of lack of publishing and responses
Customer Service suffered from not having a way to DM everyone

Adobe Dreamweaver, Boostlingo, Adobe Bridge

By leveraging Clarabridge to aggregate conversations across email, our call center, and social [media] we are able to identify customer service issues and trends faster and deploy critical information to our call center representatives.

Voice to text functionality is extremely accurate.
Alert system for trending topics is very helpful.
The natural language processor is easy to tune to brand specific nuances.

Clarabridge has allowed the organization to identify customer issues faster leading to a higher retention of customers.

NetBase, Google Analytics Premium, Brandwatch Analytics

It's being used by the marketing and communication teams.

With Engagor, it is possible to organize a large volume of mentions in different mailboxes, which is perfect for our large company. With special Smart Folders to drill down into our data, we can make it possible to organize our mentions even more in-depth, divide the workload, and optimize our workflow. This increased efficiency makes it possible to work together closely as a team, across different departments. To sum this up: the Engagor platform provides our company with the perfect foundation to optimize our entire organizational structure.
Another very interesting feature Engagor offers is their helpful and state-of-the-art tagging system. At NMBS we filter through large bulks of mentions and private messages on a daily basis which would be very difficult to organize without Engagor.

If I had to mention one ‘weakness’ it would be that Engagor’s content managing system could benefit from some extra features. However, as I am in close contact with the people at Engagor, I know they are really working hard to optimize the content management system. The big launch isn’t that far away actually. They truly make an effort to listen to us when it comes to integrating and leveraging our feedback to optimize their platform and making it more user-friendly every day.

We wanted to create an effective strategy/system so each person in our company is able to work efficiently and closely together in one tool. This was possible after getting some very helpful, in-depth training from Engagor’s Customer Success team.

Clarabridge (discontinued)

Overview

What is Clarabridge (discontinued)?