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Awesome Customer Experience SUrveyTool
What do you like best about the product?
How easy it is to create surveys and build reports
What do you dislike about the product?
pricing is expensive for smaller businesses, but worth it if you have the money
What problems is the product solving and how is that benefiting you?
Customer Voice to improve our interaction with partners and clients
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My experience has been incredible so far!
What do you like best about the product?
One of the most helpful things is that I will be able to providing coaching opportunities to our team and provide the company with insights they do not currently have!
What do you dislike about the product?
Right now nothing, we are just getting started and I am so excited.
What problems is the product solving and how is that benefiting you?
Qualtrics is going to be such a huge support to our agents and our company. I again have not started with our dashboard but already know that we are going to get an incredible amount of value out of this platform!
I am starting to recommend other areas of Qualtrics to our company and being an advocate for Qualtrics in this regard as I am already impressed.
I am starting to recommend other areas of Qualtrics to our company and being an advocate for Qualtrics in this regard as I am already impressed.
Recommendations to others considering the product:
My advice to anyone looking to use Qualtrics, is having a set plan ahead of time. Know what are your absolutes and what are things you can do without but would be nice to have. Why? Because I guarantee you that your Qualtrics Sales Rep/Manager will tell you that you will get all of those and MORE! Be prepared so that they can help you accelerate the process. I was excited after my first demo! Ask questions, they love helping you get started and have a clear vision!
Excellent Experience
What do you like best about the product?
Qualtrics Customer Experience is fantastic because they take the time to understand your specific business and needs.
What do you dislike about the product?
Honestly, there is no downside to using Qualtrics Customer Experience. It's an outstanding service that has helped our company get immeasurably better.
What problems is the product solving and how is that benefiting you?
We've determined how to address agency CX issues without relying word-of-mouth anecdotes. Now we have real, hard data that helps us make decisions.
A centerpiece for customer learning
What do you like best about the product?
Qualtrics is dynamic and flexible - with usages far beyond surveying. The platform is easy to learn, but there is a still a good deal of depth to the product. I particularly love "Vocalize" the visualization platform that creates real-time dashboards of ongoing campaigns.
What do you dislike about the product?
Qualtrics can be a bit buggy - sometimes you have to leave and come back in to see changes reflected.
What problems is the product solving and how is that benefiting you?
ROI is notoriously difficult to quantify fro CX, -that being said we have leveraged Qualrtics to identify experience breakdowns, close the loop and regain customer trust, and track trends to eliminate customer friction points.
A must-have tool for making business decisions
What do you like best about the product?
The platform allows us to easily design, execute, and analyze our customer feedback across all platforms/channels.
What do you dislike about the product?
It takes some level of knowledge to effectively survey our customers. Thankfully, we got guidance along the way that allowed us to quickly put the tool to use.
What problems is the product solving and how is that benefiting you?
We are able to quickly identify and eliminate our customer pain points.
Recommendations to others considering the product:
Get the guidance from consultants or Qualtrics. It is money well spent as it will greatly increase the launch time.
Loved Working with Qualtrics since 2016
What do you like best about the product?
Qualtrics has a lot of documentation online, which can be found easier with Google at times. The tools a has changed quite a bit in the last six years and mostly for the better.
What do you dislike about the product?
Onboarding new people can be tough as it has a lot of advanced options, but doesn't have certain ones which make life easier for super power users. Admin tools need a complete overhaul.
What problems is the product solving and how is that benefiting you?
It is a landing spot for all our experience data. It is great to aggregate all of the metrics in one place.
Recommendations to others considering the product:
Start little and expand in the platform. It will keep the cost down and allow you to grow as you get to know the platform.
Great tool and support
What do you like best about the product?
We get great support and advice on possible solutions for our business problems
What do you dislike about the product?
nothing I can think of at this moment, most of our problems have been solved.
What problems is the product solving and how is that benefiting you?
adoption of accessing data for business decisions
The platform is very customer friendly, and is quite useful on the research we need
What do you like best about the product?
The platform si easy to use and understand, is very intuitive
What do you dislike about the product?
Eventhugh is customer friendly when creating surveys, dashboards and stuff, when trying to connect with SFTP servers or similar, it gets very technical
What problems is the product solving and how is that benefiting you?
The whole process to understand the customer thoughts on certain products or procesess
Qualtrics Customer Experience -- Useful, but missing many key features
What do you like best about the product?
Qualtrics CX can be useful for basic dashboards. It is also useful that you can add different data sources into a single dashboard fairily easily. The graphics and layout are fair.
What do you dislike about the product?
The graphics are limited as is the layout. Most frustrating is the filter features, as you cannot limit the number of choices to single select for a particular filter. Also, it does not provide an overview of what filter items have been selected, allowing the user to accidentally choose more than one and may not realize it
What problems is the product solving and how is that benefiting you?
It does allow us to create simple dashboards to allow departments who collect "one-time use" data such as registration forms to also look at over time trends.
Recommendations to others considering the product:
Like all the Qualtrics products, it is easy to use for the most part, but is missing very basic features that seem obvious, like the ability to limit the filter to select only one item.
Powerful, but often clunky
What do you like best about the product?
Qualtrics CX is an extremely powerful and versatile tool for customer experience professionals. Our research analysts like how customizable question types are and the power of embedded data.
What do you dislike about the product?
-- It's ironic for a CX platform, but not much time has been put into the UX of Qualtrics. The Admin panel is a mess and extremely confusing. For example, there are dozens of user types similar names and no explanation.
-- This feels like a platform where everything is an added cost--and you don't find out about it until too late. For example, the XM Automated Solutions seem randomly distributed between the variations of the platform. Conjoint exists only in Product Experience but not Customer Experience. Other platforms seem to have more features included at a lower price.
-- The Salesforce integration exists but is extremely complicated to set up. The included "onboarding" is really just training--they won't set up anything for you. This could have been solved with some videos rather than a required $5,000 add-on.
-- This feels like a platform where everything is an added cost--and you don't find out about it until too late. For example, the XM Automated Solutions seem randomly distributed between the variations of the platform. Conjoint exists only in Product Experience but not Customer Experience. Other platforms seem to have more features included at a lower price.
-- The Salesforce integration exists but is extremely complicated to set up. The included "onboarding" is really just training--they won't set up anything for you. This could have been solved with some videos rather than a required $5,000 add-on.
What problems is the product solving and how is that benefiting you?
We use Qualtrics to manage our enterprise CX and VOC survey program. It's our main tool right now, even though we aren't thrilled with it.
Recommendations to others considering the product:
Be very careful about your contract and verify everything that is included. Also, be aware that they will often change your account rep with no notice and no follow-up. This has happened to us multiple times.
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