As customers have further integrated Clarabridge voice of the customer solutions into their operations and customer support functions, so has their need to accelerate operational effectiveness to decrease costs while improving customer service. Our answer is Clarabridge Smart Response, the industry’s first real-time, automated customer issue analysis, response, and routing solution powered by text mining.

Taking Customer Response to the Next Level

Clarabridge Smart Response fully leverages our existing natural language processing, categorization, sentiment, analysis, and reporting engines. In addition, this solution offers full end-to-end integration with key CRM platforms.

A fully integrated solution in itself, Smart Response automatically analyzes, codes, routes, and adjudicates a continuous stream of customer feedback and issues. The system also generates automatic customer-specific response letters that acknowledge the customers’ negative sentiments or frustrations, specific problems and suggestions, and if appropriate, attaches vouchers, coupons, or other forms of compensation. As a result, your company can react immediately those customers whose issues require an immediate response—while automating that process to reduce internal costs.

Clarabridge Smart Response is the one real-time CEM solution that:

• Feeds data continuously to Clarabridge from any voice of the customer touch point, including enterprise CRM systems, survey open ended responses, call center notes, direct customer emails, web forms, Web 2.0 sources, and other customer channels.
• Analyzes feedback data in real or near-real time using enhanced versions of Clarabridge’s natural language processing, sentiment extraction, and other text transformation modules.
• Maintains coding and categorization structures through the existing Clarabridge Navigator interface, so current Clarabridge customers can directly leverage their existing coding models for use with Clarabridge Smart Response.
• Determines and automatically sends the appropriate compensation and response for the specific customer, such as providing a coupon with an apology letter.
• Routes a specific case or other operational details to an appropriate customer service agent, operating unit, or CRM system when additional information or analysis is needed or an automated customer response is not warranted.
• Utilizes Clarabridge Smart Response in conjunction with a customer’s existing Clarabridge deployment to allow for complete enterprise-wide customer experience intelligence.