New Clarabridge Text Mining Solution Converts Social Media Content Into Actionable Customer Intelligence
Clarabridge SMA integrates social media content with enterprise data to identify key customer trends
Clarabridge Social Media Analysis (SMA) is a new software solution that enables companies to leverage the power of advanced text analysis to turn social media content found across global social media platforms into actionable customer intelligence in conjunction with analysis of their internal customer feedback sources.
Clarabridge SMA accesses social media content from Alterian’s TechrigySM2 growing warehouse of social media content, which currently houses nearly 3 billion pieces of data from blogs, Facebook, Twitter, YouTube, MySpace, and other social media sites. SMA automatically removes unwanted content, sorts actionable from non-actionable topics, and applies enhanced meaning and context to conversations using included Natural Language Processing, classification, and sentiment scoring engines.
Clarabridge SMA users can create custom Web-scraping routines to access product review sites, discussion forums, and subscription sites, as well as integrate with internal data sources, such as e-mail, call center notes, and surveys, providing an unprecedented 360-degree view of customer experiences, opinions, and issues both online and offline.
“Analysis of text-based social media content is a natural evolution for our customers who already analyze surveys, call center data, as well as targeted Web sites, “ said Sid Banerjee, chief executive officer at Clarabridge. “Current solutions on the marketplace focus on assisting the social media teams, but our solution also allows product management, customer service, and other areas in the enterprise to draw upon that data.”
Clarabridge SMA can be deployed as a standalone solution, accessing only social media content, or as an add-on to existing Clarabridge text mining software implementations. It includes a full suite of reporting, visualization, predictive analytics, and early-warning alerts that provide product, service, marketing, operations, and other teams with an enhanced understanding of content. It also incorporates a new user interface powered by Techrigy to help marketing and PR teams immediately monitor and participate in social media conversations. Users enterprise-wide can now ultimately listen, analyze, act upon, and measure customer experiences across every internal and external feedback channel.
More information is available at www.clarabridge.com