Empathica Launches New Social Features for Customer Experience Managers

Market leading CEM solution now features universal feedback API to combine and analyze multiple channels of customer feedback, including leading social media sites.

Toronto, Ontario, Canada – March 20, 2013 Empathica Inc., the leading global provider of Customer Experience Management (CEM) solutions to the world’s most respected multi-unit enterprises, announced today it has extended its market leading CEM solutions to include 3rd Party Feedback and enhanced Text Analytics capabilities. The new universal feedback API allows businesses to import any unstructured text feedback – such as online reviews, social network comments, call center transcriptions, direct feedback, email and open-ended survey comments – and view it alongside structured survey feedback.

“Businesses are tasked with making sense of an intimidating amount of feedback from customers,” said Simon Palmer, chief technology officer, Empathica. “The challenge brands face in filtering inbound data from surveys, email feedback and social media is how to turn it into manageable actions for the company. These new capabilities allow brands to understand how they are executing through structured survey feedback, as well as tap into trends in what customers are saying about them through unstructured outlets, such as social media.”

The ability to analyze both structured and unstructured feedback through one platform gives brand and location managers access to a previously untapped source of actionable insights that can be used to deliver better customer experiences. Brand managers can use this aggregated view to surface strategic insights and identify trends, while location managers can use a focused localized view to train their staff to meet the needs of local clientele.

In addition to the feedback API, Empathica has extended its capabilities in Text Analytics technology with integration into its award-winning Empathica Local™ software program. Features include:

  • Natural Language Processing (NLP) capabilities allow businesses to analyze both sentiment and frequency of unstructured text feedback.
  • Real-time analysis of comments at all levels of an enterprise, from local unit managers to area coaches and upwards to corporate brand champions, allows businesses to understand the context of comments and issues as they occur.
  • A comments tab that serves a central viewing point for customer feedback.
  • An updated, easy to understand and navigate view that adds to an exceptional client user experience.

Using the Text Analytics tool, businesses can also gather valuable information that they can apply to future marketing and customer engagement efforts. Empathica is able to provide brand managers with the information needed to focus on topics surrounding their brand and which of those topics are discussed most often. The tools also provide sentiment analyses, enabling managers to see what topics are being mentioned in a positive or negative context, including support for multiple languages. Along with topic correlation and a deep linkage of the content back to the operational hierarchy, Empathica provides a complete view of online feedback for multi-unit brands.

According to the Empathica Consumer Insights Panel, many consumers (46%) do not think their feedback gets back to location managers for action. Empathica’s CEM solutions, including products such as Empathica Local, help brands deliver a consistent experience across locations by equipping local managers with the feedback and tools they need.

“Our ability to drive focused actions that improve the customer experience takes a significant step beyond what traditional CEM vendors offer,” added Palmer. “This new set of capabilities provides brands with an end to end view of multiple feedback channels to drive action.”

For more information about Empathica’s CEM solution and its new features, visit www.empathica.com/products-services.

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