Wie gebruikt Qualtrics CustomerXM?

Leiders in Customer Experience in iedere industrie die zoeken naar een robuust, makkelijk te gebruiken oplossing om de gehele klantervaring te verbeteren

Wat is Qualtrics CustomerXM?

Qualtrics Customer Experience (CX) is 's werelds meest geavanceerde platform voor het verbeteren van klantervaringen en waarbij het eenvoudig wordt gemaakt om elk belangrijk moment in het klanttraject weer te geven, te beantwoorden en te verbeteren en feedback van klanten in elke beslissing te verwerken. Met flexibele op rol gebaseerde dashboards, dynamische dienstverlening op maat en volledige CRM integratie kan u ongeëvenaarde klantervaringen bieden. Vraag een demo aan of maak uw gratis trial account aan om meteen aan de slag te gaan!

Qualtrics CustomerXM - Details

Qualtrics

https://www.qualtrics.com/

Opgericht in 2002

Ondersteuning

  • 24/7 (contact met medewerker)
  • Kantooruren
  • Online

Implementatie

  • Cloud, SaaS, Web

Training

  • Persoonlijk
  • Live online
  • Webinars
  • Documentatie
Qualtrics CustomerXM-video
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Qualtrics CustomerXM - prijsoverzicht

Qualtrics CustomerXM heeft een gratis versie en biedt een gratis proefperiode.


Gratis versie

Ja

Functies van Qualtrics CustomerXM

  • Analyse
  • Communicatiebeheer
  • Communitybeheer
  • Contentsyndicatie
  • Gamification
  • Live chatten
  • Opzeggingenbeheer
  • Verzamelen van feedback
  • Video-inhoud

Bekijk de volledige lijst van Customer engagement software

  • Analyse
  • Beheer van enquêtes/peilingen
  • Beheer van negatieve feedback
  • Dashboard
  • Gegevensverzameling via meerdere kanalen
  • Kennisbeheer
  • Klantensegmenten
  • Predictieve analyse
  • Sentimentanalyse
  • Tekstanalyse

Bekijk de volledige lijst van Customer experience software

  • 360-gradenfeedback
  • Analyse
  • Enquêtebeheer
  • Oproepen rapporteren
  • Toezicht houden op klachten
  • Verzamelen van feedback

Bekijk de volledige lijst van Customer satisfaction software

  • Bewaking van sociale media
  • Bijhouden van klachten van klanten
  • Casusbeheer
  • Corrigerende maatregelen (CAPA)
  • Enquêtebeheer
  • Feedbackbeheer
  • Formulierbeheer
  • Klachtenclassificatie
  • Kwaliteitsborgingbeheer
  • Problemen bijhouden
  • Routering
  • Zelfserviceportal

Bekijk de volledige lijst van Klachtenbeheer software

Qualtrics CustomerXM alternatieven

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Reviews van Qualtrics CustomerXM

5 van 200 reviews worden weergegeven

In totaal
4,7/5
Gebruiksgemak
4,4/5
Klantenservice
4,7/5
Functies
4,5/5
Waar voor je geld
4,5/5
Bryce H.
Assistant Director for Institutional Assessment
Schoolleiding, 501-1.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 3-8-2018

"Great Product, Great People"

Opmerkingen: As a higher education professional, we have to process students accurately and efficiently, and qualtrics has helped us creatively do this on a number of levels. We also gather and report out on student satisfaction concerns, as well as marketing and needs analyses. The system is extremely versatile, so there are countless applications that can help guide the work we do in higher educational settings. This is a premium product that requires a premium investment from your organization; however, once you've made this investment, you'll find that they have thought of almost everything from an end-user perspective, and have made a very friendly yet robust product, a difficult balance to strike in a competitive industry.

Pluspunten: Customer Service turns out to be a huge part of any user experience, but as a Brand Administrator, I was always getting requests from people in my organization about Qualtrics. I always found them to be readily available and willing to field whatever crazy request I was asking about. There are several high-quality survey and analytics tools on the market, but Qualtrics has really set itself apart by investing heavily into it's customer experience resources (physical, digital, and human) to round out a solid overall experience.

Minpunten: As an social science research scientist, I found that there are a few "hard coded" defaults in the system that do not really align with common research practice. There are not a ton, but one is the coded values of Likert-type items; because the default setting is Very Satisfied = 1 and Very Disatisfied = 7, I have to customize all of my subsequent items in my surveys to ensure that my averages or "TOP TWO" results meet what I expect. This is not a serious matter in the end because I'm aware of it, but I got burned by this a few times in the past and it cost me a good bit of time.

  • Bron van de reviewer 
  • Beoordeeld op 3-8-2018
Prathamesh M.
Team lead manager
Detailhandel, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    4/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    9/10
  • Bron van de reviewer 
  • Beoordeeld op 16-12-2019

"Survey platform with features and functionality with ease of use."

Opmerkingen: Overall, Qualtrics is an excellent survey tool. It is standard survey tool for market research firms and universities where the aim to collect data using an interactive yet ease to use platform. Basic data visualization is good for keeping track of the descriptives. Customer support comes at a price though works well if your firm is inclined to make Qualtrics use efficient. Managing multiple projects is a piece of cake for this tool. Making the process effective and efficient is an another benefit. Qualtrics helps researcher to build a solid foundation of a chain of projects that they can lead from a single library. The benefits of Qualtrics overweigh the pros making it an ideal survey tool for researchers. Overall, Qualtrics is highly recommended to users.

Pluspunten: Qualtrics customer experience is a great survey to measure customer satisfaction using the online survey tool. It is very flexible and very functional with a very user friendly layout to help build better surveys for customers and participants. Building surveys is painless and requires minimum knowledge. It is easy to create surveys using the drag and drop option with many features which help you select the question type. In one of the projects that I recently completed I was able to use the semantic differential scale function for understanding how people evaluate a new product concept on its strength and weakness. Other scales are also accessible for other question types. In another project that I completed I did use nominal scale for dichotomous questions, ordinal scale for rank order questions, and likert scale for likeliness questions. It was great experience having so many features available to customize in Qualtrics. Qualtrics allows you to create and store surveys. When you store surveys you can actually store the whole survey as well as store individual sections, blocks, and questions. It is very easy to replicate the sections and blocks from one survey to other. Surveys can be shared between different projects. At my workplace we maintain a shared library with survey templates and we also maintain a personal library for current and former projects. Overall building, storing, and recreating surveys is great feature of qualtrics customer experience.

Minpunten: Qualtrics is a great tool with features and functionality, but it is sometimes hard for everybody to get a hang of it. Some users require training on certain features, customer support is a great help for those queries, but it comes at an additional cost. Also, the wait times are very long . Qualtrics is a high cost tool and it doesn't have many packages to choose from. Small and midsize research firms should look for low cost basic tools for their surveys if they are not looking for sophisticated solutions. Qualtrics offers wide range of sophisticated solution which includes different type of scale, questions, visualization display etc. Many companies are not interested in such solutions they are happy with basic solution with basic questions which can lead to descriptive statistics. For such firms Qualtrics packages would be expensive. For advance statistics methods like regression, factor analysis, etc. The data analysis and data cleaning options offered by Quatrics are very insufficient. This mainly happens for scientific studies which involve complex multivariate statistics. Sometimes there is an issue with its adaptability with different browsers, we had this issue at our workplace where qualtrics wasn't working that fine with internet explorer. External panel management tools find it hard to integrate with qualtrics and this remains a huge challenge to overcome if an external vendor is used for sample management. Reporting capabilities are very limited to graphs.

  • Bron van de reviewer 
  • Beoordeeld op 16-12-2019
Andrea L.
Process Engineer
Telecommunicatie, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    4/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    4/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    9/10
  • Bron van de reviewer 
  • Beoordeeld op 12-9-2020

"Friendly, complete and functional"

Opmerkingen: It is a powerful software, intuitive in many aspects, the surveys have a level of customization of flows, jumps, embedded data that I think is great and super necessary to customize the studies according to your audience. It has allowed me to organize my work as an Customer Voice Analyst and make contact with my clients more personalized and accurate, in addition to facilitating the work of analyzing responses and obtaining good conclusions, numerically and graphically. It is definitely an enhancer with all its functionalities and that is why I hope you continue to develop some requests that are very necessary to continue exploiting the potential of this tool.

Pluspunten: It is so specific for digital contact with clients in many forms, RRSS, email, SMS, QR, and both personalized and anonymous links. It is very versatile and that allows you to develop different plans to reach the contacts. I am also surprised by the functionalities for text analysis, it really reduces the difficulty of processing open answers without strictly doing one by one review, it is intuitive although the accuracy must be fine-tuned.

Minpunten: Although I like and it is super useful its reports and dashboards, I would like to have more customization capacity, file formats to export results, and graphics or visualizations in reports and dashboards. It is very limited and generally difficult to distribute CSVs without first having to manually "clean" them. I would like to have a more standard excel format. It also happens to me with metrics, although the formula editor is a bit cumbersome, and the text analysis, although it seems advanced to me, I think that some filter levels are missing due to feelings of themes and general feelings, to make the revisions that a Sometimes the algorithm may fail.

  • Bron van de reviewer 
  • Beoordeeld op 12-9-2020
Geoffrey F.
Associate Director
Schoolleiding, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
  • Totaalscore
    1/5
  • Gebruiksgemak
    1/5
  • Functies en functionaliteit
    1/5
  • Klantenondersteuning
    1/5
  • Waar voor je geld
    1/5
  • Waarschijnlijkheid van aanbeveling
    0/10
  • Bron van de reviewer 
  • Beoordeeld op 12-2-2020

""Flexible" and "Adaptable" Platform = Emperor's New Clothes"

Opmerkingen: They sold their platform well. The templates and widgets were impressive. The problem: what they called "flexible" and "adaptable" really meant that I had to build everything on my own dashboard ... and these aren't exactly intuitive platforms for the non-expert. I eventually figured out that I was left naked like the emperor--sold an empty idea without substance. And then there's the overall customer service experience--quick to invoice but slow to setup and support. My problems began more than six months ago. I asked to terminate my contract, so they've disabled my account, but they still haven't issued a refund.

Pluspunten: Some of the dashboard tools are impressive.

Minpunten: This platform is not useful for small- and mid-size businesses, or those using it for unique program solutions. If you hear words like "flexible" and "adaptable" in what they're describing, RUN! They're dashboard is really impressive, but what they don't tell you is that if you aren't using for a standard, pre-set application, then you'll have to build it yourself--and it is by no means intuitive. My small team sat through hours of training before learning that we had to build our own dashboard.

  • Bron van de reviewer 
  • Beoordeeld op 12-2-2020
Jed W.
Qualtrics Administrator
Verzekeringen, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 23-6-2020

"Good platform, good support, and lots of features"

Pluspunten: Their support site is very detailed with easy to read articles, user-submitted Q&A forum, and online basecamp with video tutorials. Very easy to start building a survey and distributing it. The built-in reporting features and dashboards are easy to set up and use. They have a lot of suggestions on best practices to make the surveys most effective. They have several features and partners that you can add on once you start moving beyond the basics.

Minpunten: There have been occasions where I'm forced to log in again because it timed out, but I was in the middle of using it. The text analytics needs some training to get the correct sentiment for your specific responses, but the more it learns the more accurate it becomes, just takes a bit of time. Sometimes if I update a group of responses or embedded data it will take a long time to completely refresh. Configuring the data set and embedded data can get tricky sometimes so that it displays correctly on the dashboards.

  • Bron van de reviewer 
  • Beoordeeld op 23-6-2020