In a new partnership that could result in more sales and lower HR costs for buyers,
Confirmit, which provides customer and employee feedback and market research software, and
Clarabridge, which supplies text analytics solutions, have joined their products. These two complementary technologies, now connected, enable organizations to better understand their customers and staff to permit them to retain the best ones and to draw in new and high quality buyers and employees.
Businesses that use Confirmit’s tools can rapidly gain easily-worked-with and transferable intelligence from the results with Clarabridge’s analytics solutions. In turn enterprises that already use Clarabridge’s technology to analyze the voice of the customer (and staff) can leverage this new relationship to add Confirmit’s targeted questionnaires to all stages of the customers’ and employees’ journeys.
This advanced capability will refine the value, for example, of open-ended customer responses, say the firms. This partnership enables companies to move beyond customer satisfaction scores especially by combining qualitative and quantitative data into comprehensive “voice of the customer” programs. Text analytics can also assist HR staff to rapidly go through and glean vital insights from employee feedback, gaining insights that can enable their organizations to reduce attrition and hiring and training expenses.
Confirmit enables data capture through IVR, telephone, kiosk, handheld device, and paper scanning in addition to the web channel, making it easy for businesses to contact their customers how and when they want. Dashboard reporting delivers actionable, real-time insight. A sophisticated alert program notifies management of any unusually low scores so the problem can be resolved immediately.
Clarabridge captures and analyzes customer feedback found in a wide array of channels, such as call center notes, qualitative survey feedback, Web 2.0 content, online consumer forums, and social media sites. Clarabridge transforms text using natural language processing and then automatically classifies and assigns a sentiment score to the feedback for analysis.
“Open-ended customer comments add a breadth and depth of context to feedback,” says Henning Hansen, president and CEO of Confirmit. “We recognized the opportunity to work with Clarabridge and enable our mutual customers to unlock this insight and use it alongside quantitative data.”
“As Clarabridge increasingly moves from departmental to enterprise-scale applications, our customers look to us to deploy a solution that enables all aspects of the customer experience management process, including the solicitation and capture of customer feedback,” says Sid Banerjee, CEO of Clarabridge. “Our Confirmit partnership allows customers to easily collect and analyze this feedback through a single integrated solution.”
