#1 most frequent
United States of America
70.7%104 installations of 147
Clarabridge (discontinued)
11 Reviews and Ratings
What is Clarabridge (discontinued)?
Clarabridge was a solution that helped users understand how customers and employees feel about a company without having to ask. It was acquired by Qualtrics, and its capabilities are now part of the Qualtrics product suite's capabilities.
Categories & Use Cases
Who Buys & Uses Clarabridge (discontinued)
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
6.1%9 installations of 147
#3 most frequent
United Arab Emirates
3.4%5 installations of 147
Clarabridge: Listening to What is being said
Pros
- Categorization: It is able to take the data and truly put into different categories based on what you create/ choose in the admin panel.
- Sentiment analysis: It creates a sentiment (which you can edit) for every single word in the survey.
- Customer Service: they are very quick and on point with requests and communicating new releases as well as training/ assistance.
Cons
- Not that they are not awesome but things could constantly improve on the NLP for sarcasm based comments ( I know it is a machine and this is hard but It is one of my only frustrations)
Return on Investment
- Well, due to the organization not truly pushing it for its value, we have struggled on this. We have seen great insight into certain projects when trying to improve certain processes or management structure and seeing the decline in those categories for term reasons/explanations but that does not truly say that the problem is fixed. You could draw a parallel but living in assumptions can cause more issues.
Alternatives Considered
Kanjoya and In-House Tool
Other Software Used
Visier Workforce Intelligence, WebEx Meetings, JIRA Software, SQL Developer, Microsoft Office 2016
Clarabridge is a wonderful program for companies starting out!
Pros
- Organization
- User Friendly for Support
- Ease of Reporting
Cons
- Constant problems with being locked out of our Facebook account.
- Responses not attaching to individual threads
- No IG support
- No IG DMs
- Twitter Support lacking
Most Important Features
- Reporting
- Functionality
- Cleanness
Return on Investment
- SLA Fractures quite a bit especially when we were in FB Jail
- KPI not being met because of lack of publishing and responses
- Customer Service suffered from not having a way to DM everyone
Alternatives Considered
Zendesk Support Suite
Other Software Used
Adobe Dreamweaver, Boostlingo, Adobe Bridge
Clarabridge - A Must Have for Big Brands
Use Cases and Deployment Scope
By leveraging Clarabridge to aggregate conversations across email, our call center, and social [media] we are able to identify customer service issues and trends faster and deploy critical information to our call center representatives.
Pros
- Voice to text functionality is extremely accurate.
- Alert system for trending topics is very helpful.
- The natural language processor is easy to tune to brand specific nuances.
Cons
- User interface could be more intuitive.
Return on Investment
- Clarabridge has allowed the organization to identify customer issues faster leading to a higher retention of customers.
Other Software Used
NetBase, Google Analytics Premium, Brandwatch Analytics
Engagor review by Belgian Railways
Use Cases and Deployment Scope
It's being used by the marketing and communication teams.
Pros
- With Engagor, it is possible to organize a large volume of mentions in different mailboxes, which is perfect for our large company. With special Smart Folders to drill down into our data, we can make it possible to organize our mentions even more in-depth, divide the workload, and optimize our workflow. This increased efficiency makes it possible to work together closely as a team, across different departments. To sum this up: the Engagor platform provides our company with the perfect foundation to optimize our entire organizational structure.
- Another very interesting feature Engagor offers is their helpful and state-of-the-art tagging system. At NMBS we filter through large bulks of mentions and private messages on a daily basis which would be very difficult to organize without Engagor.
Cons
- If I had to mention one ‘weakness’ it would be that Engagor’s content managing system could benefit from some extra features. However, as I am in close contact with the people at Engagor, I know they are really working hard to optimize the content management system. The big launch isn’t that far away actually. They truly make an effort to listen to us when it comes to integrating and leveraging our feedback to optimize their platform and making it more user-friendly every day.
Return on Investment
- We wanted to create an effective strategy/system so each person in our company is able to work efficiently and closely together in one tool. This was possible after getting some very helpful, in-depth training from Engagor’s Customer Success team.