The "Who, What, How, and Why" of Customer Sentiment - Interview with Sid Banerjee, CEO of Clarabridge - Page 2
Clarabridge's Accurate Sentiment and Text Analytics expertise is built around a four-step process.
This is one of the company's key differentiators. Clarabridge integrates customer feedback from internal and external sources, through a variety of channels, and in structured and unstructured format. Part of this includes the integration of social media with internal data untapped by social media analytics tools. Because the company can aggregate all these touch points, Clarabridge can deliver a 360-degree view of the customer experience.
After collecting customer feedback, Clarabridge extracts linguistic content and ensures accurate sentiment analysis. As Sid explains, "It's not just what people say, but how they say it that's critical to brands." Clarabridge is particularly good uncovering true sentiment where others aren't. Sid gave the example of the word, 'thin.' "Thin in hospitality, is bad," he said. "But in electronics, it's good."
To gain an edge in an ever more competitive and dynamic market place, organizations are finding they need to understand this level of distinction. Clarabridge delivers this by categorizing and assigning sentiment scores to distinguish the "who, what, how, and why" of the customer experience.
Clarabridge makes its data accessible from a variety of interfaces, so that it may be channeled into an organization's existing systems and structures. To be effective, customer intelligence must support a variety of roles within an enterprise. The insights need to be accessible by anyone, when and how they need it. Access to these reporting and analytical capabilities enables Clarabridge customers to drive action.
The company's technology has been tested across large CEM deployments. It deploys quickly, meets rigorous performance requirements and, providing organizational flexible and scalability.
A good overview of Clarabridge can be found in this video.