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Clarabridge (discontinued)

Score10 out of 10

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

Reviews

What users are saying about Clarabridge (discontinued).
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Clarabridge: Listening to What is being said

Incentivized
Brandon JohnsonView profile
Human Resources Information System Analyst II in Human Resources at BBVA Compass (10,001+ employees employees)

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!

Incentivized
Verified User
Supervisor in Customer Service (1001-5000 employees employees)

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

Incentivized
Gino Abbate III, MBAView profile
Digital Marketing Analyst in Marketing at Publicis Kaplan Thaler (11-50 employees employees)

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

Jean-Marie Hoffelinck
Advisor Online Communication in Corporate at NMBS Public & Corporate Affairs (10,001+ employees employees)

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.