Clarabridge (now part of Qualtrics) - Short Review

Product Overview: Clarabridge (Now Part of Qualtrics)

Clarabridge, now integrated into the Qualtrics platform as Qualtrics XM Discover, is a leading solution in omnichannel conversational analytics. This sophisticated AI-powered platform enables companies to capture, analyze, and act on customer and employee feedback from a wide range of sources.

Key Functionality

Omnichannel Conversational Analytics

Clarabridge’s core capability is its ability to analyze customer feedback from various indirect sources, including social media, emails, support calls, chats, and product reviews. This allows organizations to understand what their customers and employees are saying, wherever they are saying it, and take actionable insights from this data.

Advanced Natural Language Understanding (NLU)

The platform boasts advanced NLU capabilities that span 23 languages and over 150 industry-specific models. It can detect and analyze critical human nuances such as emotion, effort, and intent, providing a deeper understanding of customer and employee experiences. This includes identifying how easy or challenging it was for a customer to accomplish their goal, the intensity of their feelings about the experience, and how that experience is likely to affect their future interactions with the company.

Real-Time Insights and Action

Clarabridge integrates seamlessly with Qualtrics’ iQ™ technology to surface deep insights in real-time. It automatically uncovers topics and sentiment in open text, identifies key drivers of experiences, and gets to the root cause of bad experiences quickly. This enables organizations to take immediate action to improve customer and employee experiences through automated workflows and actions via xFlow.

Comprehensive Data Aggregation and Visualization

The platform aggregates and manages multichannel data, including speech analytics that analyze the “acoustics” of call center conversations, such as speaker volume, speed, and interruptions. It also features powerful data visualization, dashboards, and analytics capabilities that rival leading business intelligence platforms.

Personalized Experiences

Clarabridge allows organizations to design hyper-personalized customer and employee experiences by enriching Experience ID profiles with emotion, effort, and intensity data. This enables automated actions based on a deeper understanding of every customer and employee, helping to reduce churn and drive revenue.

Employee Experience and Feedback

The platform can automatically surface key issues from public channels like Slack and workplace messaging apps, anonymize and aggregate comments, and flag critical issues to the relevant teams. This ensures that employee feedback is collected and acted upon in real-time to improve the overall employee experience.

Frictionless Digital Experiences

Clarabridge provides real-time insights from support calls and chat conversations, identifying the biggest pain points based on its industry models. This helps organizations prioritize their teams’ work to focus on the highest impact improvements, creating frictionless digital experiences for customers.

Integration with Qualtrics

Since its acquisition by Qualtrics in October 2021, Clarabridge’s capabilities have been fully integrated into the Qualtrics XM platform. This integration has enhanced Qualtrics’ position as the world’s #1 experience management platform, allowing companies to collect, understand, and act on all forms of experience data more effectively.

In summary, Clarabridge, now part of Qualtrics as XM Discover, is a powerful tool for organizations seeking to deeply understand and act on customer and employee feedback across all channels, driving personalized experiences and significant business improvements.