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Clarabridge (discontinued)

Clarabridge (discontinued)

Overview

What is Clarabridge (discontinued)?

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.

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What is Clarabridge (discontinued)?

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.

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Product Details

What is Clarabridge (discontinued)?

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.

Clarabridge (discontinued) Integrations

Clarabridge (discontinued) Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(10)

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Score 5 out of 10
Vetted Review
Verified User
Incentivized
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
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.
  • Reporting
  • Functionality
  • Cleanness
Customer experience management (4)
55%
5.5
Multi-channel customer feedback collection
60%
6.0
Product usage analytics
80%
8.0
Customer experience dashboard
80%
8.0
Customer journey mapping
N/A
N/A
  • 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
We moved to Zendesk as it allowed us to have everything we needed. We didn't face FB Jail, we were able to respond to IG, FB & Twitter DMs at all times. The analytics were a bit better and we were able to do NPS and CSAT attached through our Zendesk platform
Brandon Johnson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
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.
Clarabridge is far superior and the two truly can not be compared or spoken of in the same category. I would be open to the discussion of the many differences.
20
Mainly HR
Gino Abbate III, MBA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
  • User interface could be more intuitive.
Call centers with heavy volumes can really benefit from Clarabridge.
  • Clarabridge has allowed the organization to identify customer issues faster leading to a higher retention of customers.
Clarabridge's support team is better than anyone else in the industry.
12
Marketing, Call Center, Sales
Jean-Marie Hoffelinck | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
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.
  • 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.
The 10 active users are community managers engaging with our customers on a daily basis.
Extensive featureset, great customer service.
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