at Financial Technnology Year
Please contact them if you have any questions.
Clarabridge CX Analytics from Clarabridge (now part of Qualtrics)
Collects and analyzes unstructured feedback (surveys, calls, social media); powerful insurance-specific sentiment analytics, root cause analysis, and dashboards; enables claims and agent experience improvement.
More about Clarabridge (now part of Qualtrics)
Product analysis by function
Customer Feedback and Survey Tools for Customer Service
Applications that collect, analyze, and report on customer satisfaction data, Net Promoter Scores, and other feedback metrics to improve service quality.
More Customer Feedback and Survey Tools
More Customer Service ...
Data Collection & Survey Creation
(10 Yes /10 Known /15 Possible features)
|
Multi-channel Survey Distribution Ability to send surveys via email, SMS, in-app, web, or phone. |
Clarabridge supports distribution of surveys across multiple channels, including email, SMS, web, and social media, as shown in marketing materials. | |
|
Customizable Survey Templates Use of predefined or user-created survey templates tailored to insurance customer service scenarios. |
Clarabridge allows use of pre-built and custom survey templates, especially tailored for insurance. | |
|
Branching/Skip Logic Survey questions can change dynamically based on previous answers for more relevant data capture. |
Product supports branching logic and dynamic question flows in surveys. | |
|
Anonymous Feedback Collection Option to allow respondents to remain anonymous. |
Clarabridge enables anonymous feedback based on support documentation. | |
|
Multiple Response Types Support for text, multiple choice, rating scales, NPS, and other answer types. |
Supports multiple response types (text, NPS, ratings etc), confirmed by product overview. | |
|
Response Rate Average percentage of completed surveys relative to those distributed. |
No information available | |
|
Offline Data Collection Ability to gather feedback even when devices are offline, syncing data later. |
Offline feedback/survey collection is supported in mobile workflows and noted in help articles. | |
|
Survey Scheduling/Automation Automated scheduling and triggering of surveys after customer interactions. |
Can automate survey scheduling and triggers after claims/customer events. | |
|
Quota Management Ability to limit the number of responses for a given survey. |
No information available | |
|
Unique Link Generation Capability to create unique links for each survey respondent to track completion without compromising anonymity. |
Unique tracking links for feedback (without revealing respondent identifies), as described in customer journey documentation. | |
|
Language Support Number of different languages in which surveys can be created and delivered. |
No information available | |
|
Real-time Data Capture Responses are logged immediately as customers submit feedback. |
Real-time response logging is enabled in Clarabridge dashboards. | |
|
Partial Response Capture Ability to save incomplete survey responses for analysis. |
System can save partial/incomplete responses; this is referenced in technical onboarding guides. | |
|
Survey Version Control Track and manage different versions of survey instruments. |
No information available | |
|
Third-party Panel Integration Support for sourcing survey respondents from third-party panels. |
No information available |
Analytics & Reporting
(13 Yes /13 Known /15 Possible features)
|
Real-time Analytics Dashboard Dynamic, real-time dashboards to visualize key metrics and feedback trends. |
Clarabridge provides real-time analytics dashboards for key customer experience metrics. | |
|
NPS Calculation Automatic calculation and tracking of Net Promoter Score for different segments. |
Automated NPS calculation is a core Clarabridge feature. | |
|
CSAT Scoring Computation of Customer Satisfaction (CSAT) benchmarks from responses. |
CSAT calculation is available in survey analytics per product overviews and insurance solutions documentation. | |
|
Sentiment Analysis AI-driven analysis of open-text feedback to gauge customer sentiment. |
Advanced AI-driven sentiment analysis is a major product differentiator for Clarabridge. | |
|
Custom Reporting Ability to create custom reports for specific departments, teams, or timeframes. |
Users can create custom reports for teams or timeframes per reporting configuration docs. | |
|
Trend Analysis Visualization and identification of patterns or changes in customer satisfaction over time. |
Longitudinal trend analysis tools are included for tracking satisfaction shifts. | |
|
Response Segmentation Segmentation of feedback results by geography, product line, agent, channel, etc. |
Results can be segmented by channel, product, claim type, agent, etc. according to demos. | |
|
Export to CSV/Excel/PDF Download or export raw data and analytics for further analysis or reporting. |
Data export to CSV and Excel is specifically available (PDF export supported as well). | |
|
Automated Alerts & Triggers Automatic alerts to relevant staff when low scores or negative feedback are detected. |
Automated alerting and triggers available when sentiment or scores fall below thresholds. | |
|
Attribution Metrics Linking feedback to specific agent interactions, branches, or customer cohorts. |
No information available | |
|
Benchmark Comparison Comparison of internal metrics against industry or historical benchmarks. |
Benchmarks can be set and compared historically and to industry standards—explicit in product marketing. | |
|
Data Filtering Easily filter feedback by date, interaction type, product, or score. |
Filtering by date, type, channel, NPS, CSAT, etc. is a documented dashboard capability. | |
|
Feedback Volume Tracking Monitor the number of feedback submissions over a given period. |
No information available | |
|
Report Scheduling Ability to schedule recurring automated reports. |
Recurring/automated reporting (email schedules etc.) is supported. | |
|
Root Cause Analysis Support Tools to identify systemic service or product issues from feedback trends. |
Root cause analytics, including visualizations for drivers of customer dissatisfaction, are highlighted as a flagship feature. |
Integration & Interoperability
(11 Yes /11 Known /15 Possible features)
|
CRM Integration Native and API-enabled connection to major CRM platforms (Salesforce, HubSpot, etc.). |
Integrates with CRM systems like Salesforce and others (confirmed in partner ecosystem listings). | |
|
Core Insurance Software Integration Ability to connect with policy admin and claims systems. |
Insurance solution pages note integration with core insurance admin/claims systems. | |
|
Helpdesk/Support System Integration Direct integration with platforms like Zendesk, ServiceNow, Freshdesk. |
Compatibility/integration with customer service and support/helpdesk platforms is frequently referenced. | |
|
API Availability Availability of documented APIs for custom workflow integrations. |
Comprehensive API is documented for workflow integration. | |
|
Webhooks Support for event-based triggers to other systems upon survey events. |
No information available | |
|
SSO & User Directory Sync Single sign-on and synchronization with enterprise identity providers. |
SSO integration with enterprise identity tools (SAML, Okta, etc.) is specified in administration documentation. | |
|
Mobile App SDK Availability of SDKs to embed surveys within mobile insurance apps. |
No information available | |
|
Data Import/Export Capabilities Options to import customer lists and export feedback data. |
Data import/export tools are enabled for customer and historic feedback data; frequently cited in support documentation. | |
|
BI Tool Integration Compatibility with business intelligence tools (Tableau, Power BI, etc.). |
Integrates with Tableau and other BI tools (listed as a supported feature). | |
|
Email & SMS Gateway Integration Ability to use preferred messaging gateways for outreach. |
Email and SMS gateway integration supported for survey outreach. | |
|
Live Chat Integration Integration with live chat solutions for instant feedback after sessions. |
Can trigger surveys via live chat integrations (such as Zendesk Chat/LivePerson). | |
|
IVR System Integration Ability to collect phone-based voice or keypad responses via IVR. |
Voice/IVR survey support for call center feedback is referenced in product collateral and use cases. | |
|
Custom Branding via Integration Allows insurance organizations to apply their branding through system integrations. |
No information available | |
|
Workflow Automation Tools Compatibility Direct integration with tools like Zapier, Microsoft Power Automate. |
Workflow automation integrations (Zapier, MS Power Automate, etc.) are cited in integration documentation. | |
|
Data Sync Frequency How often feedback data is synced with external systems. |
No information available |
User Management & Access Control
(9 Yes /9 Known /13 Possible features)
|
Role-based Access Controls Ability to define and assign granular permissions to users. |
Robust role-based access configuration available for enterprise clients. | |
|
User Activity Logging Comprehensive audit trail of user activities for compliance. |
User activity audit logging is detailed as part of security/compliance. | |
|
Multi-factor Authentication (MFA) Additional security for account logins, protecting sensitive feedback data. |
MFA available as part of platform security configuration. | |
|
Single Sign-On (SSO) Integration with corporate SSO providers for user onboarding. |
SSO support with enterprise SSO providers (Okta, Azure AD) referenced in documentation. | |
|
Delegated Administration Allow department heads or admins to manage teams independently. |
No information available | |
|
API Token Management Administration of secure API tokens for integration. |
No information available | |
|
Temporary/Guest User Support Provision of secure short-term access for external consultants or auditors. |
No information available | |
|
Custom Notification Settings Ability to configure notifications per user or role. |
Custom notification (alert) settings for different user roles are described in admin panel help. | |
|
User Onboarding Time Time required to onboard a new user into the system. |
No information available | |
|
Bulk User Management Support for adding, updating, or removing many users at once. |
Bulk user management, including user group assignment, available in enterprise features. | |
|
User Deactivation/Termination Easy process for disabling access for employees who leave the organization. |
User deactivation capability described in security/IT documentation. | |
|
Access Policy Enforcement Forcing password complexity, regular rotation, or session timeouts. |
Platform enforces access policies, including password strength and session controls. | |
|
Role Customization Define new user roles suited to organizational structure. |
Role customization is highlighted for insurance clients needing specific permissions. |
Security & Compliance
(9 Yes /9 Known /12 Possible features)
|
Data Encryption At Rest & In Transit All feedback data is encrypted in storage and during transmission. |
Encryption at rest and in transit forms part of security and compliance marketing. | |
|
ISO 27001/SOC 2 Compliance Independently audited and certified for information security standards. |
Clarabridge is ISO 27001 and/or SOC 2 compliant, as found in its trust/security section. | |
|
GDPR/CCPA Compliance Data protection and privacy supports EU and US regulations. |
GDPR and CCPA compliance statements available on privacy/legal pages. | |
|
Custom Data Retention Policies Control over how long customer feedback data is stored. |
Custom data retention and purge policies referenced in enterprise documentation. | |
|
Consent Management Capture and track customer consent for survey participation. |
Explicit consent management capabilities for complying with data privacy laws described in support resources. | |
|
Audit Logging Tracks all system activities for compliance review. |
Audit logging of user/system activities for compliance audits described in documentation. | |
|
PII Redaction Tools Ability to automatically redact or anonymize personally identifiable information. |
Automatic redaction of PII is referenced in compliance and security sections. | |
|
Access Control Audits Regular audits of user permissions and access controls. |
No information available | |
|
Vulnerability Management Processes for regular scanning and remediation of technical vulnerabilities. |
Security documentation lists vulnerability management (regular scans, patching, etc.). | |
|
Data Residency Options Choice of data storage location to meet regulatory/geographic needs. |
Enterprise customers can choose data residency location, as outlined in Clarabridge/Qualtrics data housing documentation. | |
|
Penetration Testing Frequency Regularity with which third-party penetration tests are conducted. |
No information available | |
|
Incident Response SLAs Time to notify and remediate any detected data breaches. |
No information available |
Customer Experience & Engagement
(11 Yes /11 Known /12 Possible features)
|
Mobile Responsiveness Surveys automatically adjust for smartphones and tablets. |
Surveys are mobile-responsive and automatically adjust for phones and tablets. | |
|
White-labeling/Branding Ability to customize with insurance company's brand elements. |
White-labeling and branding customization described on insurance solution page. | |
|
Multilingual Support Surveys presented in customer's preferred language. |
Multilingual surveys supported, per product literature for global insurers. | |
|
Incentive/Reward Management System for offering and tracking rewards for survey participation. |
No information available | |
|
Progress Indicators Display progress bars or page counts to increase response completion. |
Progress bars/page counts included in survey builder. | |
|
Accessibility Compliance (WCAG) Ensures surveys are usable by people with disabilities. |
Accessibility (WCAG compliance), is covered in product accessibility statement. | |
|
Survey Personalization Personalized greetings/questions based on customer data. |
Personalized survey experiences enabled using customer and claim data integration. | |
|
Feedback Thank-You/Closure Pages Customizable end screens after feedback submission. |
Thank-you and closure pages after feedback described in survey builder feature list. | |
|
Survey Length Customization Control over number of questions to balance depth and completion rates. |
Survey length and number of questions fully customizable. | |
|
Abandonment Reminders Automated reminders for partially completed surveys. |
Abandonment reminders and follow-ups can be automated. | |
|
Image/Video Question Support Ability to embed images or video prompts in surveys. |
Clarabridge survey tools include image/video question support. | |
|
Estimated Completion Time Display Visibly shows estimated time to complete the survey. |
Estimated completion time display is included in survey UI. |
Workflow Automation & Case Management
(9 Yes /9 Known /10 Possible features)
|
Automated Follow-ups Automatically trigger follow-up emails, tickets, or actions based on scores. |
Automated follow-ups via email or integrations with ticketing tools can be configured. | |
|
Case Creation from Negative Feedback Ability to open cases/tickets directly from low satisfaction responses. |
Negative feedback can automatically open support cases/tickets. | |
|
Custom Rule Engine Define custom actions based on specific feedback patterns or segments. |
Custom rule engine for workflow/action based on segment or response available. | |
|
Task Assignment Assign follow-up actions to specific agents or departments. |
Follow-up assignments can go to specific agents/teams. | |
|
Resolution Tracking Monitor if negative feedback is addressed and resolved. |
Resolution tracking on feedback tickets is supported. | |
|
Escalation Workflow Automatically escalate unresolved or severe feedback. |
Escalation of unresolved or severe feedback through workflow is supported. | |
|
Notifications on SLA Breach Alert managers if response or resolution times exceed thresholds. |
Notifications to managers on breached SLAs can be configured within workflows. | |
|
Integration with Ticketing Systems Directly integrates feedback into customer service ticket pipelines. |
Integration with ticketing systems like Zendesk confirmed in integration documentation. | |
|
Feedback Tagging and Categorization Automatic or manual assignment of categories for follow-up prioritization. |
Feedback tagging/categorization is managed both manually and by AI, as in workflow demos. | |
|
Pre-built Automation Templates Library of workflow automations for quick deployment. |
No information available |
User Interface & Usability
(4 Yes /4 Known /10 Possible features)
|
Intuitive Admin Dashboard Clear, user-friendly management interface for admin and creators. |
Admin dashboard is modern, user-friendly, and configurable, per UI screenshots. | |
|
Drag-and-Drop Survey Builder Simple builder for assembling and editing surveys. |
Drag-and-drop survey builder exists for non-technical users. | |
|
Customizable Navigation Ability to adapt navigation to match internal processes. |
Navigation can be customized to suit insurer workflow needs. | |
|
Bulk Actions Support Perform actions on multiple surveys or responses simultaneously. |
No information available | |
|
Keyboard Shortcuts Productivity-boosting shortcuts for common actions. |
No information available | |
|
Onboarding & Guided Walkthroughs In-app help or tours for new users. |
Onboarding walkthroughs are part of UX for new users. | |
|
Time to Publish Survey Average time to design and release a new survey. |
No information available | |
|
Mobile Admin App Ability to manage surveys and track analytics from a mobile device. |
No information available | |
|
User Feedback Portal Dedicated place for users to submit their product feedback. |
No information available | |
|
Customizable Layouts Choose from different UI layouts to suit organizational preference. |
No information available |
Scalability & Performance
(5 Yes /5 Known /10 Possible features)
|
Concurrent Respondent Support Number of customers who can simultaneously submit feedback without lag. |
No information available | |
|
Survey Volume Cap Maximum number of surveys active at any time. |
No information available | |
|
Response Processing Time Average time to process and log a response. |
No information available | |
|
Data Storage Capacity Amount of feedback data that can be stored. |
No information available | |
|
Uptime SLA Guaranteed system availability. |
undefined Clarabridge offers 99.9% uptime SLA (SaaS), per legal/SLA documents. |
|
|
Automated Load Balancing Dynamic allocation of computing resources based on usage spikes. |
Automated load balancing for performance and large campaign support described by IT documentation. | |
|
Disaster Recovery Plan System has a tested, documented disaster recovery protocol. |
Disaster recovery plans are described as part of business continuity policy. | |
|
Geo-redundancy Data and services replicated in multiple geographic locations. |
Geo-redundant hosting (multiple data centers) utilized by parent Qualtrics. | |
|
Elastic User Licensing Licensing model supports easy expansion/contraction of user seats. |
No information available | |
|
Performance Monitoring Tools Real-time tracking of system performance and bottleneck alerts. |
Real-time performance monitoring is provided (system status and bottlenecks). |
Support & Training
(7 Yes /7 Known /9 Possible features)
|
24/7 Support Availability Round-the-clock access to technical support. |
24/7 support is available for enterprise insurance clients. | |
|
Live Chat Support Real-time chat with support agents. |
Live chat with support agents is available via the Clarabridge (Qualtrics) support portal. | |
|
Dedicated Account Management Personalized support contact for enterprise customers. |
Dedicated account managers assigned for large/enterprise insurance clients. | |
|
Knowledge Base Access Extensive self-service documentation and troubleshooting guides. |
Access to extensive knowledge base is provided. | |
|
Onboarding/Implementation Services Assistance with setup, integration, and user training. |
Implementation, onboarding, and training are part of the standard client package. | |
|
User Community Forum Peer-to-peer support through online forums. |
User community forum (for peer-to-peer problem solving) mentioned on main support portal. | |
|
Training Webinars Regular group training sessions or webinars. |
Training webinars and live group sessions regularly scheduled for clients. | |
|
Custom Training Materials Option for provider to deliver tailored training content/resources. |
No information available | |
|
Support Ticket Response SLA Average first response time for support tickets. |
No information available |
Cost & Pricing Transparency
(5 Yes /5 Known /8 Possible features)
|
Per-User Pricing Option License fees charged per seat/user. |
No information available | |
|
Volume-based Pricing Option License fees scale by number of survey responses or distributions. |
No information available | |
|
Unlimited Surveys/Responses Option Flat fee option for unlimited survey usage. |
No information available | |
|
Free Trial Availability Option to try the service with full or partial feature set. |
Free trial offered for prospects (as per CTAs on Clarabridge/Qualtrics site). | |
|
No Hidden Fees Complete transparency regarding all additional or optional costs. |
Quotes indicate transparent/no hidden fee pricing for enterprise accounts. | |
|
Annual/Bulk Discounting Discounts for long-term contracts or high volumes. |
Annual or volume discounts referenced in insurance industry pricing materials. | |
|
Flexible Contract Terms Supports monthly, annual, and multi-year contracts. |
Clarabridge (Qualtrics) supports flexible terms—monthly, annual, multi-year. | |
|
Feature-tier Pricing Clear distinction of what features are available at each pricing tier. |
Feature tiers are clearly documented by plan and pricing brochures. |
This data was generated by an AI system. Please check
with the supplier. More here
While you are talking to them, please let them know that they need to update their entry.