Clarabridge, the leading provider of text analytics software used by many Fortune 1000 companies to improve customer experience management (CEM), recently announced that QVC, one of the world’s largest multimedia retailers, has deployed Clarabridge’s Content Mining Platform at its U.S. operation as part of its continual focus on maximizing customer experience.

QVC selected Clarabridge’s text analytics solution based on the company’s compatibility with QVC’s existing infrastructure and applications, its experience in the retail sector and strong client references and analyst referrals. QVC is deploying Clarabridge at its U.S. operation.

QVC actively listens to its customers and acts on this customer intelligence by regularly tracking customer data in a variety of customer touch points, including call center communications, customer e-mails, surveys, product ratings and reviews, and online forums and blogs. Clarabridge is providing QVC with a way to efficiently access and trend this valuable customer intelligence so that it can be used by the business owners to influence decisions about how best to service its customers.

"QVC has been interested in text analytics tools for a long time, but we fast-tracked the effort in view of the substantial rise in the data we were seeing, particularly from social media sources,” said Dan McDermott, senior vice president of customer services at QVC. “Clarabridge’s robust text analytics tool will help us process the significant amount of customer feedback data we collect on a daily basis.”

QVC was recently recognized as a top 10 retailer for customer service, ranking fifth in the NRF Foundation/American Express 2009 Customers’ Choice survey. QVC’s e-commerce site, QVC.com, was also recognized for its exceptional customer service by ForeSee Results, ranking third in its Holiday E-Retail Satisfaction Index. 

“Customers are talking to companies and about companies more than ever, and across many industry sectors, more and more leading companies are responding with investments in customer experience management initiatives,” said Sid Banerjee, chief executive officer at Clarabridge. “To stay ahead of the game, global companies such as QVC must have accurate, real-time customer intelligence to help them make the right business decisions to attract and retain customers and positively impact bottom-line profits.”

Today, more than 50,000 business users at many of the world’s largest companies are using Clarabridge’s text mining software to stay competitive by improving products and services and improving overall customer experience. Clarabridge’s clients include AOL, Capital One, Choice Hotels, Cisco Systems, Inc., Expedia, Gaylord Entertainment, H&R Block, Intuit, Inc., Marriott International, Oracle, Sage Software, Walmart and Walgreens – among others.

SOURCE: QVC Deploys Clarabridge Text Analytics Solution