1st party: employee sat surveys – United & Best Buy2nd party: bulk of our work. 10s of millions of inbound calls3rd party: Manual – lack of consistency across data (different category models)Admin console – automatically schedules to pull the data into the system, does the NLP (verbs, nouns, adjectives, companies)Why do customers turn to text analytics?First, automation… Sentiment – pleased with Adobe, upset with Apple (sophisticated sentiment, not a simple word count, negation, hypothetical, etc – only detected through NLP) …Second, Value… Microsoft MVP (most valuable professional program – 4,000 mvp’s).ROI – not providing software to provide software, we’re driving value: cutting costs, increasing value
The World’s Largest Companies Rely on Clarabridge for Enablement of Their Customer Experience Management (CEM) programs <br />Clarabridge Enterprise sets the standard:<br />BUILT FOR CEM<br />QUICK TO DEPLOY<br />ENTERPRISE CLASS<br />
About Clarabridge Inc.<br />HQ in Reston, VA; Over 100 Employees <br />100% focused on CEM<br />Provider of Market Leading 4th Generation Text Mining CEM Software<br />Enterprise Standard Across Many Global 1000 Companies<br />
Choice Hotels Case Study<br />Choice Hotels International, Inc. (NYSE: CHH) franchises more than 6,000 hotels, representing more than 485,000 rooms, in the United States and more than 35 other countries and territories.<br />
The Problem<br />“We get a lot of unstructured feedback from our guests, and increasingly we saw the need for detailed analytics in order to make sense of all of it.” <br />Mark Weiner, VP Customer Care and Reservations<br />Millions of pieces of VOC per year<br />Call center notes, emails, surveys, reviews online<br />Manually analyzing feedback<br />Inaccurate and not scalable<br />Limited analysis and limited details<br />Root causes unattainable<br />
The Impact of the Problem<br />VOC data remains unused<br />Limited ability to provide actionable feedback for poor performing properties<br />Inefficient process for addressing corporate and GM/owner questions and concerns<br />Limited ability to impact LTR/ADR<br />
Customer Experience Management<br />Customer Experience Executive/Team<br />ORGANIZE<br />Clarabridge Systematically Enables the CEM Process<br />
Making Sense of it All<br />Linguistic Processing<br />Auto-categorization<br />Machine Learning<br />Advanced sentiment scoring<br />Reporting and analysis<br />
The Results: Real ROI, Guest andFranchisee Value<br />So far…<br />Lower AHT by 30% in Guest Relations<br />Call avoidance <br />6% reduction in calls from owners/operators<br />5% reduction in calls from guests<br />80% reduction of manual analysis<br />Increased “Likelihood to Recommend” = increased “Average Daily Rate” by 1.7% for worst performing properties<br />Accurate data = the right business decisions<br />
Keep Up With Your Customer’s Voice<br />The Benefits of a Systematic Infrastructure: <br />Eliminate manual coding efforts<br />Dramatic increases in contextual insights and actions <br />Enable CEM competency <br />Daily quantification of qualitative feedback <br />Continuous analysis<br />Real time alerting on emerging issues<br />True customer perspective analysis<br />Immediate new and historical analysis<br />and more…<br />
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