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Support Staff are incredible but...
What do you like best about the product?
The system itself is very intuitive and where you do fall into stumbling blocks they really do have first class support.
What do you dislike about the product?
It is a little overkill.... there are a lot of whistles and bells that you simply don’t need. At the same time survey monkey is too simple so you have to be the judge.
What problems is the product solving and how is that benefiting you?
Understanding our NPS and making adjusting off the back of it.
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A very flexible customer experience management solution
What do you like best about the product?
The ability to be able to self serve for the majority of developments is great. Small changes are quick to make and can be completed without any tech or coding skills.
What do you dislike about the product?
Lots of updates are always being released and its not always the easiest to find out about these.
What problems is the product solving and how is that benefiting you?
Collecting feedback from customers and surfacing the data in a way that allows action to be takes easily and quickly.
Real-time touchpoint-specific insight to take action.
What do you like best about the product?
How easy is to create and launch a survey, and the dashboards. I find very helpful the follow up process, we can talk to customers, have a more detailed feedback for their pain point and act on it. We can also identify patterns that can be solved.
What do you dislike about the product?
I don't have a detailed dashboard for follow up tickets, it is very important for our close the loop management.
What problems is the product solving and how is that benefiting you?
Being able to have multiple surveys running at the same time, before Qualtrics we didn't have the capacity to do so. Also new product sales to promoters, we have helped increase our sales.
shalini
What do you like best about the product?
User interface ,easy to use and text size
What do you dislike about the product?
color and that does not fit in one screen
What problems is the product solving and how is that benefiting you?
mostly the requirements of customer so that brand have those facilities
Recommendations to others considering the product:
best till now
Valuable software for improving business and customer experience
What do you like best about the product?
I like that it integrates many features to allow you to manage your customer's experiences and provide better overall service.
What do you dislike about the product?
I've run into a few things that you can't do within Qualtrics. The help line is very useful and always tells me when there is something they don't have functionality for. It's minimal - but the features i does have are excellent.
What problems is the product solving and how is that benefiting you?
We've used it for online registration, customer satisfaction, needs assessment, and many other services.
Qualtrics Customer Experience
What do you like best about the product?
Qualtrics Customer Experience makes it super easy to monitor, respond, and improve customer processes based on survey feedback.
What do you dislike about the product?
Implementation was complex and time consuming.
What problems is the product solving and how is that benefiting you?
Adoption and expansion of product by customers. We were able to discover issues early in customers’ journey so they could realize the benefits making it easy expand to other departments.
Recommendations to others considering the product:
Purchase premium support
Qualtrics CX Review
What do you like best about the product?
The platform lets you gather information about your customers through transactional surveys and pulse surveys, among others. It also has NPS (Net Promoter Score) which is the most common customer experience metric where respondents give you a rating based on specific factors. This gets your hands on actionable data and streamlines your customer experience measurement.
Key features include advanced research, analytics, and a centralized platform with a view of all your channels. Its custom dashboard is intuitive and it provides an overview of your most crucial metrics. It also has ticketing, a structured program, technology-supported workflows, and respondent management automation, among others.
Key features include advanced research, analytics, and a centralized platform with a view of all your channels. Its custom dashboard is intuitive and it provides an overview of your most crucial metrics. It also has ticketing, a structured program, technology-supported workflows, and respondent management automation, among others.
What do you dislike about the product?
It does not give complete control of Surveys. There is a pre-defined process and we have to follow the same, hence it reduce level of customization in validating few things in Surveys and dashboards.
What problems is the product solving and how is that benefiting you?
Based on customer feedback, you can flag specific customer responses to identify which ones you should prioritize. They can be arranged in hierarchies to ensure they’re followed up promptly. For instance, negative experiences must be addressed immediately as they can impact and decrease customer satisfaction. You can use the tickets to ensure they are responded in a timely manner.
Recommendations to others considering the product:
It's awesome intelligent tool to trace customer experience and then act on it.
Qualtrics provides us timely customer feedback.
What do you like best about the product?
Real-time data availability for analysis
What do you dislike about the product?
None so far. Qualtrics provided me the data I need.
What problems is the product solving and how is that benefiting you?
We were able to identify what are the opportunities we can address in terms of the way our representatives deal with the customers. It provides us insights of what and how we can deal with customers better.
Recommendations to others considering the product:
Qualtrics provide data analysis and data that can be used for implementation to improve processes and communications with customers. Make use of the functions and data from Qualtrics to serve both internal and external customers.
Qualtrics has enhanced the agility and innovation of our Voice of Customer program
What do you like best about the product?
Compared to previous platforms we've used, Qualtrics simplifies complex approaches enhancing our ability to quickly provide deep customer insights and analytics. Personally I love the responsiveness and level of thought provided by the Qualtrics support team.
What do you dislike about the product?
Limited number of survey responses and dashboard viewer licenses. We're actively scaling our program and both the dashboard license and response cap is something we'll need to work around to make it a cost-effective solution.
What problems is the product solving and how is that benefiting you?
Through Customer Experience (XM) we've been able to drive initiatives cross-enterprise. Pushing the understanding of customer sentiment with the C-level of our organization has typically been challenging but Qualtrics has helped make this a much easier task. Where historically our data and analytics were manual, Qualtrics has positioned us to provide data and drive action in more real-time when it truly matters to customers.
Recommendations to others considering the product:
Qualtrics has been the best experience management platform we've ever used. I would recommend doing your research to ensure your needs will be met and also understand it can be expensive. That being said you get what you pay for.
User-friendly, flexible, well-designed platform
What do you like best about the product?
Compared with similar tools I have used, Qualtrics is the easiest to navigate and has the cleanest UI. I appreciate the thoughtful design and pace of innovation.
What do you dislike about the product?
It's pricey. We haven't yet hit a volume of responses that makes it cost-effective on a per-response level, but we're building to scale.
What problems is the product solving and how is that benefiting you?
Through our Relationship Survey, we've identified customers that are experiencing frustration or dissatisfaction with a certain aspect of their experience, which allows us to step in, learn more, and correct the issue (or in some cases, reset expectations). It has been valuable to monitor our NPS and CSAT over time, and learn which segments of customers we are serving best, and where we have opportunities to improve.
Recommendations to others considering the product:
Qualtrics is the best enterprise client experience platform on the market, and it's supported by an incredible team of humans. It's not the cheapest option available, but you get what you pay for. The functionality is solid, the UI is second to none, they innovate rapidly and host a great collection of pre-built integrations with other popular services. Don't miss their X4 events! Great opportunity to learn and connect.
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