Shopping for customer data

To optimize customer feedback data, large multimedia retailer QVC has implemented a text analytics solution from Clarabridge. QVC is using Clarabridge’s Content Mining Platform at its U.S. operations to improve the customer experience.

QVC tracks customer data at various points, including call center communications, customer e-mails, surveys, product ratings and reviews, and online forums and blogs. With the new system, QVC can efficiently access and analyze the information so it can be used by business owners to decide how to best serve 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," says Dan McDermott, senior VP of customer services at QVC. "Clarabridge’s robust text analytics tools will help us process the significant amount of customer feedback data we collect on a daily basis."

Sid Banerjee, Clarabridge CEO, says, "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."