Clarabridge, a provider of customer experience management (CEM) solutions, has acquired Engagor, a platform for real-time social customer service and engagement. The combined offering provides a complete, end-to-end technology solution for marketers, customer care organizations and operations teams to create more profitable customer relationships. Financial terms were not disclosed.
Founded by Folke Lemaitre in 2011, Belgium-based Engagor offers a social listening and engagement platform for marketers and customer care organizations at Fortune 1000 businesses. With the acquisition of Engagor, Clarabridge now offers more extensive customer experience management capabilities. The Clarabridge platform, which collects, analyzes, and activates customer feedback data from all channels, gains the additional functionality of advanced social listening, publishing, governance, along with real-time social customer service and engagement.
“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,” said Sid Banerjee, CEO, Clarabridge, in a statement. “This acquisition is a tremendous opportunity for us to solidify our position in the marketplace as the most comprehensive CEM technology provider, with a platform that operationalizes customer experience insights.”
Clarabridge continues to gain and keep the momentum that started with $80 million in growth funding in late 2013, followed by the 2014 acquisition of survey software provider MarketMetrix. The addition of Engagor’s 360 clients in the enterprise space, including Volvo, Ikea, Pepsi and Nintendo, brings Clarabridge’s base up to more than 800 clients worldwide.
Direct engagement with customers on social channels boosts sales and leads to increased customer loyalty. The Engagor solution acquires and analyzes social data, and provides customer service and marketing staff the ability to interact directly with the customer. The platform also enables customer service teams to manage and monitor individual and team performance. Using the platform, businesses resolve customer complaints and process customer requests.
“We strongly believe that you have to put the data into the hands of people that can do something with it to truly impact business performance,” said Folke Lemaitre, founder and CEO of Engagor, 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.”
Clarabridge plans to sell the Engagor solution as a standalone product, as well as part of the Clarabridge suite. The Engagor product is already integrated with the Clarabridge Intelligence Platform. The Engagor team will join Clarabridge with offices in Ghent, Belgium and San Francisco.