QVC Deploys Text Analytics Solution for Real-Time Customer Intelligence

QVC deploys the Content Mining Platform from Clarabridge as part of its continual focus on maximizing customer experience.

QVC selected Clarabridge's text analytics solution based on the company's compatibility with QVC's existing infrastructure and applications. QVC is deploying Clarabridge at its U.S. operation.

QVC actively listens to its customers and acts on this customer intelligence by regularly tracking customer data in a variety of customer touch points, including call center communications, customer e-mails, surveys, product ratings and reviews, and online forums and blogs. QVC uses the solution to access and trend customer intelligence so it can be used by the business owners to influence decisions about how best to service its 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," said Dan McDermott, senior vice president of customer services at QVC. "Clarabridge's robust text analytics tool will help us process the significant amount of customer feedback data we collect on a daily basis."
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