Clarabridge, provider of customer experience management software, recently acquired the real-time social engagement platform Engagor. Together, the goal is for Clarabridge offer an end-to-end solution for customer service and customer relationship management.
Clarabridge already analyzes, collected and implemented customer feedback. The Engagor acquisition expands these offerings to include sophisticated social listening, publishing, governance and real-time customer experience management.
According to Clarabridge CEO Sid Banerjee, acquiring Engagor is in alignment with its vision to be the most comprehensive customer experience management platform on the market. He added:
As the market has expanded, leading enterprises are looking for solutions that can bring together customer feedback from all channels into one intelligence hub, and a robust mechanism for intelligently engaging with customers.
The robust analytics and customer service tools provided by Engagor enable businesses to resolve customer complaints and requests quickly, measure team performance and engage with customers directly. Engagor is already integrated with the Clarabridge Intelligence platform but will be offered as a stand-alone product.
Engagor CEO and founder Folke Lemaitre believes in the power of putting data in the hands of people who can do something with it and have an impact on the customer experience. Lemaitre said in a statement:
I’m excited that we are joining Clarabridge with a shared mission of helping businesses fully understand their customers in order to better serve their needs—creating long-term loyalty and increasing profitability.