Qualtrics CX Review
- What is Qualtrics CX
- Product Quality Score
- Main Features
- List of Benefits
- Technical Specifications
- Available Integrations
- Customer Support
- Pricing Plans
- Other Popular Software Reviews
What is Qualtrics CX?Companies looking to gather quality customer feedback can turn to Qualtrics Customer Experience for help. This customer experience management platform uses iQ, a predictive intelligence engine, to predict customer experience drivers, as well as to come up with deep insights into a company’s customers. Transactional surveys and pulse surveys are just two of the information-gathering tools the platform provides. Customer experience is rated using NPS, or Net Promoter Score. With NPS, respondents give companies a rating based on specific factors. These tools help companies gather actionable data and simplify how they measure customer experience. With Qualtrics Customer Experience, businesses will find it easy to acquire new customers and retain loyal ones. Because Qualtrics Customer Experience makes it easy to monitor, respond, and elevate the different aspects of the customer journey, companies will find it easy to incorporate customer feedback into their plans. Features users will enjoy once they start using Qualtrics Customer Experience include a centralized platform with a 360-degree view of all channels, as well as advanced research and analytics. Crucial metrics can be monitored with the intuitive custom dashboard. Other useful features include technology-supported workflows, ticketing, respondent management automation, and a structured program. Aside from Qualtrics Customer Experience, there are four other products Qualtrics’ offers, all aimed at providing data-driven insights gathered through a targeted approach. The other products—Qualtrics Employee Experience, Qualtrics Product Experience, and Qualtrics Brand Experience—all come together to provide a complete solution to companies who use the full suite.
Product Quality Score
Qualtrics CX features
Main features of Qualtrics CX are:
- Customer Feedback
- Customer Satisfaction (CSAT)
- Customer Effort Score (CES)
- Closed-Loop Follow Up
- Customized Dashboard
- Role-Based Dashboard
- Dashboard Hierarchy
- 100+ Question Types
- Open Text Response
- Open API
- Machine Learning
- Technology-Supported Workflows
- Statistical Analysis
- Text Analysis
- Key Driver Analysis
- Predictive Analytics
- Net Promoter Score (NPS)
- Automated Respondent Management
Qualtrics CX Benefits
The main benefits of Qualtrics are its rich feature set, customizations, and ease of use. With Qualtrics Customer Experience, businesses get all the tools and features they need to measure and monitor customer experience. Check out some of its benefits below:
Customizable, role-based dashboards
The customizable dashboards make it easy for companies to simplify how they respond to customers as well as how they see important metrics. The role-based dashboards also give managers a comprehensive view of data within their scope of influence, as well as on local, regional, and global levels. Key stakeholders can use company metrics to align and segment data, too. Real-time updates are part of the dashboards’ features, and automatic notifications and closed-loop ticketing to address negative experiences can also be set up as well.
Targeted CX solutions
With Qualtrics Customer Experience, respondent management is automated. It has aggregate analysis tools, pre-loaded projects, tech-powered workflows, and action plans, as well as industry-customized dashboards. All of this results in a rounded view of respondents and can result in a better relationship with customers. With Qualtrics Customer Experience, deeper insights are generated, research productivity is leveraged, response rates are increased, and the brand is perceived in a much better light.
Centralized view of all channels
Potential miscommunication errors and inefficiencies are removed thanks to the fact that data can all be accessed on a single platform. Feedback can be gathered from customers seamlessly, whether through SMS, social media, email, call center, or website.
Visibility of key metrics
Companies will find it easy which features of their product they should highlight as Qualtrics Customer Experience gives them a long-term and short-term view of the data on their dashboard. This data can be used to convince stakeholders and decision-makers on which metrics and features to prioritize.
Advanced research and analytics
Qualtrics Customer Experience is great even for less technologically-adept users, as surveys can be created, tested, and modified efficiently, even if the user has no knowledge of coding. The platform provides over 100 question types as well as advanced survey features. Analysis of open-text responses and sentiment scores are automated, and digital user targeting is streamlined. Complex regressions can be easily conducted and relationships can be determined using the platform.
Ticketing management allows users to set which customer experiences should be prioritized and addressed promptly. Negative experiences can be flagged so it can be responded to in a timely manner and not result in a decrease in customer satisfaction.
- Small business
- Medium business
Qualtrics CX Integrations
The following Qualtrics CX integrations are currently offered by the vendor:
Qualtrics Customer Experience’s open API makes it easy to transfer data between external systems and Qualtrics. Custom integrations can also be created by Qualtrics’ professional services team. Qualtrics Customer Experience also comes with built-in integrations with the following applications:
- Adobe Analytics
Qualtrics CX pricing is available in the following plans: