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.
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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