Clarabridge Announces Customer Experience Management Solution for Customer Service for Retail Banking

Jan 19, 2017

Clarabridge, Inc., a provider of Customer Experience Management (CEM) solutions, announced a full-service solution designed specifically for the retail banking industry. This new offering will help companies collect customer feedback for a better, more accurate understanding of the complete customer journey. Clarabridge’s tailored industry solution empowers banks with dashboards customized to the unique workflow of the industry and comes ready to use.

Based on Clarabridge’s experience working with more than 40 brand leaders in the retail banking space, the comprehensive solution allows for banks to deliver a flawless customer experience. Features available to financial services companies include:

  • Omni-channel feedback integration: Consolidating feedback from all retail banking customer touchpoints––online, in-branch and mobile––into dashboards tailored to user needs helps banks easily identify and resolve pain points within the customer journey. In return, customers are happier and more loyal, reducing customer churn and increasing the bottom line.
  • Enhanced Natural Language Processing (NLP) capabilities: Best-in-class speech-to-text transcription features and new category models featuring natural language processing and sentiment logic tuned for retail banking enable executives to efficiently evaluate employees’ call center interactions, guaranteeing CFPB, OCC, FDIC regulation compliance. Knowing why customers seek support through the contact center and working to meet and exceed their expectations fosters loyalty and trust that pays dividends.
  • Better personalized customer care: Advanced capability to segment feedback by demographic allows banks to understand who their customers are and their individual needs in order to provide tailored customer service experiences. With this information, banks can personalize surveys and communication methods to improve Net Promoter Score (NPS) and drive long-term customer loyalty.
  • Immediate, timely social customer service: Understanding customer feedback shared across social channels and addressing their questions and concerns as they come in allows banks to interact with a digitally-savvy population, helping to build mutually beneficial relationships and secure lifelong brand advocates.