Engagor is a cloud-based social media management (SMM) tool with capabilities in team workflow, analytics, monitoring and engagement. It was launched in 2011 and received $2.6M in funding in 2013. Engagor has its main office in Ghent, Belgium.

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Engagor
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  • The 2018 FIFA World Cup is the world’s biggest sporting event and it is generating millions of conversations on social media. Clarabridge is not one to stay on the sidelines so we got into the game and unleashed the world’s leading Text Analytics platform on this incredible dataset. Here is what we found now that […] The post From Russia With Love (for the World Cup) appeared first on CX Social.

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  • Today we’re proud to share in the excitement of KitchenAid, a customer using CX Social, who has announced the tremendous growth they have seen on social media since working with Clarabridge. In the last year, KitchenAid has used CX Social to create a consistent experience for their customers across social channels like Facebook, Twitter, YouTube, […] The post KitchenAid’s Recipe for Success with C...

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  • I love to shop online, and I rely mostly on social media to do so. Why, you ask? Well, like many other shoppers, before I make an online purchase, I want to see what other people are saying. Not only am I interested in claims by people that have already made a purchase, I’m also interested […] The post Can Small Teams Have Big Conversations on Social? appeared first on CX Social.

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  • This time of year, most of you are probably planning for initiatives that tie directly to business objectives. Is employee development part of your plan? Many times, professional development can be easily overlooked by managers. If you find yourself looking for new ways to help your team develop professionally, here are a few ideas that […] The post Do These 7 Things for Your Marketing Team in 201...

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  • Understandably, most companies currently focus on the customer’s experience when assessing their contact center. It should be noted, however, that agent satisfaction and expectations should be considered as well. We recently sent out a survey to both customers and agents and found that there is a disconnect between customer expectations and what agents can actually […] The post Is the Contact Cent...

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  • Wow! We’ve never seen so many people so excited to get 365 days over with. That said, there are lots of exciting things happening in marketing that every professional should take note of in 2018. The biggest trend we’ve seen is how customer-facing roles are outgrowing traditional business models, and everything else is basically a […] The post Marketing Trends to Watch Out for in 2018 appeared fir...

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  • As we enter the busiest time of the year, businesses have serious work ahead of them. With the lurking holiday shopping madness of online and offline shoppers on the hunt for presents, social volumes are expected to go through the roof. Here are 5 tips to help your social customer service team go the extra […] The post Surviving Social Media During the Holidays appeared first on CX Social.

Engagor
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  • This article was originally published by Sid Banerjee, Chief Strategy Officer and Co-Founder, in the Huffington Post. It’s been nearly one year since Pokemon Go launched, and the headlines are still rolling in. Whether you’re sick of hearing about the 90’s inspired mobile game or you’re out there catching ‘em all, it’s the most widely used […] The post Forget Everything You Know About AR and VR: T...

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  • One challenge organizations have today is the lack of data to validate bold moves, like strategic decisions to change policies, procedures, and products. Journey analytics allows you to take advantage of quantitative and qualitative insights gathered from across the business and infuse them into a journey-based view for more credible, data-driven decision-making. Journey analytics includes […] The...

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  • We’ve spent a lot of time talking about the evolution of customer service models and what that meant for both contact center agents and social media team members. While few can argue that the expertise and cost-savings of fielding customer service requests through social media aren’t needed- the execution of this initiative can throw off […] The post A Guide to Social Customer Service appeared fir...

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  • As the holidays near, I’m back in that mode where I’m considering making ridiculous purchases from all types of companies. Of course, with access to reviews, social media and other online information – I’d never complete a purchase with a company I can’t trust. As a consumer, there are a few red flags I always […] The post Why I Don’t Trust Your Brand appeared first on CX Social.

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  • Halloween has a way of making us think about our biggest fears. Ghosts, sleeping in the dark, and creepy crawlers are just a few things that keep most people up at night. My fears, on the other hand, range from customer complaints to thinking about whether or not I’d survive a zombie apocalypse. Luckily, the […] The post Keep Calm: It’s just a zombie apocalypse. appeared first on CX Social.

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  • *This post was originally published on Clarabridge.com.  Clarabridge released a report, Customer Experience in the Clouds, last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three-quarters of travelers don’t bother complaining to airlines when things go wrong. With Ryanair and Monarch back in […] The post T...

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  • Last week, we announced our winners of the Clarabridge Customer Experience Awards for the Europe, Middle East, and Africa (EMEA) region! Spanning a variety of industries, the winners have all demonstrated innovation, leadership and measurable results with their customer experience programmes: CXC Luminary Award: Honours an organization that has made a corporate shift to elevate customer […] The po...

Engagor
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  • Once upon a time, the contact center was seen as nothing more than long hold times and frustrated customers. Without an alternative, customers loathed dialing in and speaking to customer service representatives because that meant that every time they were transferred, they would have to repeat their question or issue. Evolving social channels meant instant […] The post Social Media and the Contact...

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  • If you’ve been keeping up with the blog, you know how passionate we are when it comes to mapping out the customer journey. With the right data in your corner, your customer journey map should provide both a micro and macro view of the customer-to-business relationship. Inflated terms and office politics often get in the […] The post Should Social Media Affect Your Customer Journey Map? appeared fi...

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  • A couple of days ago, I was talking with industry analyst, Omer Minkara from Aberdeen. He’s one of the most credible customer experience analysts I’ve talked to in the last 5 years. He told me that the average contact center agent interacts with more than 20 systems on a daily basis. Seriously?! 20! In my role […] The post Calling all CIO’s and CTO’s: Better Customer Experiences Need You appeared ...

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  • Maybe you already have a social media dream team. Perhaps you’re looking to build one. Either way, your team is a lot bigger than you probably think. You have team members all over the world that are responsible for how your brand is perceived online. But, who are all of these mysterious colleagues, you ask? […] The post You Already have Social Media Strategists and They’re Working for Free appear...

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  • CX Day is a celebration of businesses that put the customer first. CX enthusiasts all over the world are coming together to share thoughts, ideas, and strategies that make meaningful impacts in customer experience. It’s also an opportunity to share these ideologies with others in your organization who may not have a holistic understanding of […] The post 11 Ways to Celebrate CX Day! appeared first...

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  • You’re not in charge of customer service anymore. Traditional customer service models are becoming increasingly dated, and as a result people aren’t satisfied with the level of support that they’re receiving. Customers are deciding when, where and how they get the assistance they need, and making a phone call, or standing in a long line […] The post You’re Not in Charge Anymore appeared first on C...

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  • Regardless of your place in an organization as a customer experience advocate, I’m sure you’ve come across a customer journey map. But, coming across a journey map, and actually using one are two different things. Most customer journey maps find themselves collecting dust on a shared drive because they aren’t applicable to multiple levels within […] The post Journey Mapping with Analytics:It’s wei...

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  • Is there one formula for social media success? What sets apart the good teams from the great ones? At Clarabridge, we’ve worked with thousands of companies to understand what they are doing right and what they could do a little better. This in mind, we’ve found some consistency in what the most successful social media […] The post Social Media Routines to Help You Thrive appeared first on CX Socia...

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  • Six years ago, Bain & Company were already providing data that said customers spend 20-40% more with a brand they’ve interacted with on social media. Wow, that was SIX years ago. Imagine what those numbers are today as more and more consumers realize that it’s not only easy but also convenient to get support via […] The post 3 Steps to Better Social Media Engagement appeared first on CX Social.

Engagor
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  • How do amazing, seamless customer experiences happen? Well, they don’t happen by accident. They’re a result of intricately orchestrated micro and macro interactions. They’re also a result of CX advocates working with every department to make sure there is consistent alignment between what customers are expecting, and what they’re getting. Combining social media analytics with […] The post How Grea...

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  • Traditional customer service models are outdated. Businesses are no longer in a position to dictate where, when and how customers or prospects get the help they need. Instead, customers are dictating how they will get in touch with you, and more likely than not, they’re choosing to do so with the most public forum available […] The post How the Customer Service Shift is Affecting Your Business app...

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  • Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too. But the key here is to consolidate customer interaction data in your contact center and use technology to efficiently mine it for insights. Advanced […] The post Infographic: How to Cut ...

Engagor
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  • Being able to predict inclinations toward specific behaviors, helps you to understand the customer, and properly engage them at every touch point. With this information at the ready, your teams can design the right experiences inclusive of personalized recommendations and inventory optimization to meet those needs. See, what happens when you use Omni-channel analytics is […] The post The Truth Abo...

Engagor
Engagor
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  • Ok, did that drastic title scare you into reading this blog post? Good, I wanted to grab your attention. But, before you think things are too bleak, let’s level set. Maybe ‘failing’ was a strong word but here is the truth: Your CEM Program is only as good as how far you distribute the VOC data. […] The post Your CX Efforts Are Failing. Here’s How to Make Them Work appeared first on CX Social.

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