Getting Started with Clarabridge Welcome to Clarabridge, our Voice of the Customer (VoC) platform! Below are a few key resources in understanding and navigating the platform. If you have questions you can reach out directly to Guneet Singh, Valerie Clarke, or Shubha Mishra on the Customer Experience team or join #VoC_Clarabridge in slack and pose questions there. 1. What is Clarabridge? A VOC Platform can aggregate all channels of customer feedback in an automated way over time. Partnering with Clarabridge enables AppFolio to aggregate feedback from disparate data sources and overlay operational metadata to better understand themes, sentiment, and trends for actionable insights. Clarabridge gives us depth and color in this feedback not previously realized - depth from the multi level topic model and color from operational metadata & attributes. Within a year we will receive almost one million records of qualitative feedback from our APM customers. We get feedback (both Direct and Indirect) from various listening channels such as NPS surveys, customer research, discovery calls, social posts, PSB, community, cases into Customer Success, risk cases, phone calls, chat transcripts, etc. Our prime use case is to leverage consolidated feedback to identify opportunities for product improvements and then measure the impact of actions taken on those targeted opportunities. Other use cases can and will be added as we progress. 2. What data is currently included in Clarabridge? Data Sources: ● SFDC Support Cases (~75% of data) ● SFDC Support Chat Transcripts (~15%) ● Product Suggestion Board (UserVoice) ● SFDC NPS Survey (includes APM & APM+ Onboarding Survey) ● Project Helix Survey (Qualtrics) ● Customer Care tNPS surveys ● In App Feedback MetaData & Attributes: ● Account: Account Name, Go Live Date, # of Users, APM Version, Account Structure, Asset Persona, ARPU (Q1 2021), Key Account Flag ● User: APM Role, Email Address, User UUID, User Added Date ● Portfolio: Active Units, Active Comm Units, Active HOA Units, Active Res Units, Active MFR/SFR/Mixed/Student/Vacation Units ● Derived: Customer Tenure Segments, Market Segments, % Portfolio Type 3. Ready to dive in? Here’s a 11-min video (passcode: dk60%u7y) to get you started. Request a login at #voc_clarabridge -> CB Login (if you don’t have one already). Then, check out the Product Improvement: Operational Dashboard (shown in the video), which is a great starting dashboard to get familiar with the platform, navigation, and AppFolio customer feedback. This exploratory dashboard covers all topic model categories, enables drill down into nested topics, and shows Sentiment and Effort trends. Another good starter dashboard is the Customer sentiments by Segments - 2021, which shows Sentiment trends and analysis of NPS Detractors, Passives and Promoters across all of the market segments. Don’t worry, you can’t break anything, so feel free to click and explore! Requests, Help & Suggestions Please join the #VoC_Clarabridge to log requests or ask questions. The slack workflows indicated by are our method for accepting and tracking requests and feedback for the platform. Need a login? To get access to Clarabridge you must provision a login then you can use the Clarabridge tile in Okta to login directly using Single Sign on (SSO). If you do not have the tile in Okta, please reach out to Valerie Clarke or use the slack workflow -> #voc_clarabridge Login to request one. CB Setup should be within 1 day. Want to view Clarabridge’s Quick Start guide and videos? Need a new dashboard or enhancement to an existing dashboard? Does something seem like it’s in the wrong category or is sentiment categorized incorrectly? General questions or need help? Clarabridge Quick start guide (you must be logged into Clarabridge to access) #voc_clarabridge - CB Dashboard Requests #voc_clarabridge- CB Feedback 1. Check out our AppFolio Launch Presentation and FAQs. 2. Join the Appfolio Clarabridge community in Slack #voc_clarabridge for any general questions or crowdsourced help. 3. Come to open office hours - Thursdays 2:30-3:30pm PT https://appfolio.zoom.us/j/96357602176 Meeting ID: 963 5760 2176 Have Clarabridge product suggestions? Just like Appfolio, Clarabridge uses UserVoice to capture product suggestions and up votes from their users. If you have a suggestion or idea to help improve general usability or feature functionality please submit directly to Clarabridge via the “Ideas” selection in your user menu (upper right).
