Clarabridge CX Social Features

Clarabridge CX Social

Customer Engagement & Insights for Social Brands

4.0/5 (8 reviews)

Clarabridge CX Social Feature Summary

  • Designed for social customer service
  • Efficiently Engage with customers across all social channels
  • Integrate social with your business (helpdesk, CRM, contact
  • Monitor your brand across the entire social web
  • Powerful Analytics & Reporting
  • Track & analyze the performance of your team

Clarabridge CX Social Features In Depth

Social Media Inbox

Users are overwhelmed by the amount of social media information in circulation. Engagor sorts all of this information and delivers it to each user’s inbox, where it can then be organized to a user’s preferences.

Users can also set up Smart Mailboxes, where information is sorted the way his or her team needs it. An associate tasked with responding to all customer service-related social media posts can set up a Smart Folder with parameters that capture all posts with a specific phrase and “problem” in them, for instance.

Email Notifications

Even social media associates aren’t permanently stationed in front of a PC or tablet. Using Engagor’s email notification feature, users can ensure emails are sent every time a designated topic has received an online mention. This notification process can be a lifesaver in an emergency situation, with businesses often learning through repeat alerts that an online crisis is in progress.

Engagor’s automation can also be set up to filter all mentions by written language. Any mentions in Spanish could go to the designated Spanish-speaking team member, for instance, while French mentions could go to the person who is most fluent in French.

Task Management

When a task is assigned to a user, that item is automatically added to the task list under that person’s login. This consolidates all items in one place to help employees track everything. When an item is complete, the user can remove it from the task list by marking the check box next to that item.

Within the task list, users can also assign items to other users or reply, retweet, or favorite the item. Users can also send a private message to the user to resolve issues away from prying eyes.

Team Performance

Social media managers need the ability to see how a team is performing. The Performance tab gives managers this power, allowing them to see how quickly a team is taking action on various mentions. How many mentions did a brand receive in a day? How many times was action taken on mentions during the course of that day? Engagor gives managers this information.

As a manager is viewing the dashboard, an item can be clicked for a more in-depth view. This can give insight into how specific actions, such as resolves or tags, are being handled by team members.

Social Media Analytics

In addition to insight about team performance, Engagor also equips businesses with information about online activity related to them. The Insights tab provides an overview of who is talking about a business, how often they’re doing so, and what they’re saying.

Reports can be pulled by hashtags, demographics, sources (Facebook, Twitter, or websites), and much more. The Insights tab also offers an opportunity to identify influencers who are speaking about a brand and brand-related events that attracted particular attention from the online community.

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Competitor Feature Comparison

Mobile apps

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Android App


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Clarabridge CX Social Feature Reviews

6 reviewers had the following to say about Clarabridge CX Social's features:

Anonymous
A verified reviewer
Verified Reviewer

Great tool for building real, personal relationships with customers on social

2014-04-17

There are many social media tools out there, but where Engagor shines for us is that it allows us to really create good, consistent engagement with our customers as a team.

Pros

Fully featured both on the analytics and the engagement (publishing), and teamwork (automated assignment workflows...) area.

Cons

Steep pricing makes it not suitable for smaller companies.

Source: GetApp
4 of 4 people found this review helpful
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Manuel Zafra

Verified Reviewer

Engagor is the perfect tool if you have a big social media team and need to manage a bustling community

2015-02-25

Engagor is extremely suited if you have a big/huge social media team and you receive a high level of activity in your profiles.

Pros

-With Insights we have a very wide view of how our engagement metrics are doing -Their customer care is perfect.

Cons

We'd like to have all our channels integrated in the same place so we can compare channels but right now this is not on the roadmap because they're very focused on being the best working with social media channels.

Source: GetApp
1 of 1 people found this review helpful
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Anonymous
( company, 11-50 employees)

CX Social is great for small scale social media management but trying to manage volume is hard

2018-06-13

Excellent reporting and analytics feature and functional software is using at lower volume.

Pros

The reporting and analytics platform were really impressive tapping it to some key metrics and making it relatable to specific campaigns.

Cons

Whilst having some impressive features and in theory being a sound platform when trying to use it at scale it struggled to load all messages, did not keep up with events in real time and essentially led to operational issues.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
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Dina Abendeh

Verified Reviewer

LOVE LOVE LOVE This Social Media Management App!

2018-10-30

Pros

CX Social was the best application I have ever used for social media management I used it to manage huge accounts that I have worked on such as IKEA and Burger King in which I used to get thousands of comments, messages and posts a day.

Cons

I have never used their reporting system and dashboards because I believe in getting my numbers directly from social media platforms but that's me!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Richard Ham

Verified Reviewer

Excellent customer service but sadly there are better options.

2017-12-05

Pros

I've never interacted with a more helpful and active customer service team.

Cons

The interface is needlessly obtuse with figures being scattered through different sections of the site for no apparent reason and some basic stats like link clicks are just missing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: GetApp
Helpful?   Yes   No
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Anonymous
Head of digital Europe (Automotive company, 10001+ employees)
Verified Reviewer

Bad customer support

2017-11-28

Pros

We stopped using the platform and will exchange it for a better solution.

Cons

The Customer support is not flexible/helpful at all. High cost, with low value for money. UX is not great

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

0/10
Source: GetApp
Helpful?   Yes   No
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