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Qualtrics CX

Name: Qualtrics CX
Rating: 4.5 (2 reviews)

By Qualtrics

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Highlights : About Qualtrics CX

Role-Based Dashboard

Customer Satisfaction (CSAT)

Automated Respondent Management

Technology-Supported Workflows

Predictive Analytics

Customer Effort Score (CES)

About Qualtrics CX

Qualtrics Customer Experience is a customer experience management platform designed to gather customer feedback. It uses its own predictive intelligence engine called iQ to automatically extract deep insights and predict the key drivers of your company’s customer experience. 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. It is an effective solution for optimizing customer acquisition and leveraging customer retention and loyalty. By simplifying the way companies monitor, respond, and elevate each crucial aspect of the customer journey, they can easily incorporate customer feedback into their strategies. It also enables taking a pulse on user reactions and expectations in a prompt manner.

Specifications

Business Size

Mid-Market

Customization

Yes

Deployments

Cloud

Language Support

English,German,Spanish

Platforms

Product Details

Features

Customer Feedback

Role-Based Dashboard

Customer Satisfaction (CSAT)

Automated Respondent Management

Text Analysis

Predictive Analytics

Customized Dashboard

Closed-Loop Follow Up

Net Promoter Score (NPS)

Customer Effort Score (CES)

Open Text Response

Dashboard Hierarchy

Technology-Supported Workflows

Statistical Analysis

Key Driver Analysis

Machine Learning

Benifits

Customizable, role-based dashboards

The dashboards are highly customizable to streamline how you map customer responses and view your important metrics. Since the dashboards are role-based, its hierarchy feature enables managers to access and view data within their influence scope and levels such as local, regional, and global. Key stakeholders can align data and segment it according to your company metrics. The dashboards also update in real time and you can set up automatic notifications, actions, and closed-loop ticketing (for addressing and responding to negative experiences).

Targeted CX solutions

The vendor’s experts used an industry-specific data with proven ROI to developing a structured program. This paves the way for the platform to aggregate analysis tools, industry-customized dashboards, pre-loaded projects and tech-powered workflows and action plans.

Centralized view of all channels

You can start conversations with your customers on the platform they’re using and then gather the feedback seamlessly. Whether through email, SMS, website, social media or call center, you can access the data using only the single platform. This removes inefficiencies and potential miscommunication errors when transferring data from one channel to the next.

Visibility to key metrics

The platform shows great visibility over your metrics to help you understand the impact of any action and determine the key drivers of CX. You get a longitudinal and snapshot view of the data in your dashboard so you can immediately see the metrics you should prioritize. For example, if customers value a certain feature or attribute of your product, you can present the data to your company’s decision-makers and stakeholders in a data-driven, visual approach.

Advanced research and analytics

To gather customer feedback, you can create, test, and modify surveys efficiently without the need for coding. There are over 100 question types available and advanced survey features to implement your surveys. The system also automates assign sentiment scores and open-text response analyses. It streamlines targeting digital users with variables, such as behavioral, location, and device and relates them to determine relationships and conduct complex regressions.

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