With social media being more frequently used by your customers to connect with — and talk about — your company, it would only make sense that you’d like to learn the most you can from those customer interactions, right? If you answered “yes,” then we have some great news for you.
Today, we’re excited to publicly announce a strategic technology partnership with Clarabridge to integrate our world-class social intelligence into their world-class Customer Experience Management (CEM) solutions.
Clarabridge is the leading provider of real-time, intelligent, customer experience analytics and management. Taking information from all of your customer feedback channels, such as surveys, emails, chats and contact centers, Clarabridge intelligently reads, analyzes, categorizes and scores the sentiment of every conversation to give you a better understanding of how to best serve your customers.
As of today, Sysomos’ social intelligence can be added to the analytics and sentiment Clarabridge delivers from a wide array of feedback channels, providing a more holistic view of the customer experience.
“Brands today live and breathe by listening to customer feedback, leveraging it to drive their messaging and content, and engaging with them in real-time,” says Sid Banerjee, CEO of Clarabridge. “Our partnership with Sysomos delivers a vast scope of social media data and intelligence that, combined with customer feedback from all channels—and teamed with deep analytics ready for action throughout the organization—gives clients an even more complete, 360-degree view of the customer experience.”
Simply put, this partnership will fill in the missing, social-media piece of your customer interaction puzzle to surface valuable insights — the kind that help you make decisions around optimizing customer experience, loyalty and satisfaction in a more focused and meaningful way.
As Marketwired CEO Jim Delaney says, “Creating the ultimate customer experience begins with listening to feedback and understanding the sentiment behind it. This partnership with Clarabridge, a recognized leader in CEM, gives enterprise-level businesses and large brands an integrated solution that provides deeper insight into the attitudes of their target audiences.”