Clarabridge Debuts Retail Banking CEM Offer

CEM specialist Clarabridge has launched a ready-to-use customer feedback solution specifically for the retail banking industry, reporting via customized dashboards.

Originally known more simply for text analytics products, Clarabridge has been broadening its scope of late, not least through the acquisitions of enterprise feedback management (EFM) platform Market Metrix in 2014 and real-time social media listening and engagement platform Engagor a year later. It now helps clients to power their CX programs through a combination of cross-channel listening, customer and text analytics, and 'real-time, guided action'.

Clarabridge says banks are at present 'unable to manage the mountains of feedback shared across channels in an efficient and cost-effective manner'. Its new solution brings in data from surveys, call transcripts, online review sites, complaint files and other sources, and includes:

• feedback integration into custom-built dashboards
• Enhanced speech-to-text transcription features and new category models featuring natural language processing (NLP) and sentiment logic tuned for the sector, helping to evaluate employees' call center interactions and guarantee compliance, as well as improving customer service
• segmentation of feedback by demographic data, and
• Immediate, timely service for customers using social media.

Julie Miller, VP of Product Marketing at Clarabridge says the solution 'allows banks to capture and respond to feedback in a timely and cost effective manner, while illuminating ever-evolving customer perspectives in an industry ruled by long-term loyalty and customer referrals'.

Web site: www.clarabridge.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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