Posted by Willy Franzen on September 9, 2010. Jobs updated daily.
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Yesterday AT&T decided to e-mail their customers and ask for feedback in a centralized location: their Facebook page. It didn’t go quite as planned, as an “angry mob” was forced to “Like” the page before they could actually leave their rants. If you want to see the bloodbath for yourself, you can take a look at AT&T’s Facebook page. We all know that customer service is never an easy task; however, it’s become much more difficult to manage as the Internet has grown. Ten or twenty years ago, you had to write a letter or make a call to complain. Most people wouldn’t take the effort, so companies could manage feedback pretty well. Now most companies get feedback online, and they are often faced with more information than their staff can reliably read. That’s where Clarabridge comes in. They’re #101 on the Inc. 500, and they offer text mining software that helps companies with “customer experience management.” That means that Clarabridge, which is based in Reston, VA, enables companies to process tons of feedback with way less manpower.
If you want to get a feel for how Clarabridge works, you need to check out their demo. What it will show you is that the software is able to parse large amounts of data and determine when feedback is positive and negative. It can take a 3 paragraph message from a customer and break it down into the basic issues that the customer brought up. The software will then sort the data so that the company can get an aggregate view of how they’re doing on a variety of issues. This is really powerful stuff, so it’s no surprise that names like AOL, Expedia, Marriott, United Airlines, and Walmart are using Clarabridge (and maybe AT&T should join them). Why wouldn’t you want to “capture the 360-degree view on current customer attitudes and sentiment shifts” instead of settling “for a limited understanding of their Voice of the Customer?” If the idea of text mining for customer experience has you wanting to send rave feedback to Clarabridge, maybe you should consider their Careers. It seems that Clarabridge is pretty active in campus recruiting, so instead of browsing through their jobs, you’re probably better off just contacting them. My guess is that they’ll have opportunities in Software Development, Sales, Research, and quite a few other areas.
Links to Help You Begin Your Research
How would you use text mining software?
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Just wanted to extend a thank you for such an awesome idea. I’ve been following you via my Google RSS feed and today I applied to this posting. I simply love your writing style and of course, all of the wonderful job opportunities. As a recent grad, these opportunities are much appreciated.
With that said, I definitely commend your hard work and will be adding your site to my next discussion board (DeVry University) as well as my own blog.
Again, thanks so much!
Dawn