Clarabridge (discontinued)

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.

I wouldn't recommend Clarabridge. The support staff that they have really does work hard. I think that if they were able to get the Social Media platforms better integrated and having maybe someone on the inside of FB or IG to help their consumers get around being jailed that would make me give them more than 5 stars.

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.

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.

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.

Call centers with heavy volumes can really benefit from Clarabridge.

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

Engagor is very well suited for big companies with a buzzing, and lively community that deal with a large volume of mentions on a daily basis. If the company is rather small and only has a limited volume of customers engaging with their brand, Engagor could be too expensive.