Item: Clarabridge (discontinued)
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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

Most Important Features

Reporting
Functionality
Cleanness

Return on Investment

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

Alternatives Considered

Zendesk Support Suite

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

Key Insights

Do you think Clarabridge (discontinued) delivers good value for the price?

Yes

Are you happy with Clarabridge (discontinued)'s feature set?

Did Clarabridge (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Clarabridge (discontinued) go as expected?

Would you buy Clarabridge (discontinued) again?

Yes

Other Software Used

Adobe Dreamweaver, Boostlingo, Adobe Bridge

Likelihood to Recommend

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.

Clarabridge is a wonderful program for companies starting out!

Overall Satisfaction with Clarabridge