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Terrible Customer Experience
What do you like best about the product?
The capabilities of the platform looked amazing from the demo. Until our seller left the company, passed us to a 3rd party for implementation who took more than 3 months, didn't finish, never got it to what our sales rep told us we would get, then told us we're on our own and we're $200 a year from getting an account manager. We asked if we could pay for the $200 to get an AM and we were told a firm no! For a CX company, YOU HAVE NOTHING TO TEACH from my perspective. Look internal first.
What do you dislike about the product?
I dislike the lack of response to our repeated attempts for help. We did not just say this was a bad experience and walk away. We repeatedly asked for support and have yet to receive it in an adequate fashion.
What problems is the product solving and how is that benefiting you?
None yet. We are a paying customer without a proper setup STILL.... This was a Q4 '18 initiative. We signed before the EOY '18 and still do not have this working the way we need it designed.
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Great capabilities, if you're Technically Minded
What do you like best about the product?
A pretty robust platform that really let's you get creative with how to deliver surveys and gather feedback on experiences! Good API documentation for how to interact with the system.
What do you dislike about the product?
Unfortunately, this does not favor the admin minded folks very much. It's fine at a small scale if you are able to funnel all development through one or two brand admins, but there is not a really great way to get a view of how the system is used across a company if you are allowing several people to build and send their own surveys. The only way to get at that information: writing a curl in command line to pull it from an API. No UI to provide this wholistic view.
What problems is the product solving and how is that benefiting you?
Currently, in my scope, we are running NPS surveys and Business Impact Surveys to our customers. Unfortunately, unless I am involved directly, I do not know what the rest of my company doing with the platform.
Recommendations to others considering the product:
Great tool, if you are able to come up with a company-wide management solution with the limited exposure that is given to Brand Admins
UX designer
What do you like best about the product?
great suite of products - I plan to leverage the customer CX application
What do you dislike about the product?
Some products seem complex more opportunities to learn more and workshops would be great.
What problems is the product solving and how is that benefiting you?
We are testing solutions to gather and distribute customer insights throughout the company. The reporting features are very beneficial
The platform is easy to use, provides an elegant and easily digestible format for feedback
What do you like best about the product?
The thing that most strikes me about Qualtrics is that I am constantly in awe of all of the untapped potential in the program. Every time I wonder if I can do something, I can and it exceeds my expectations. You put your money where your beliefs are and it shows!
What do you dislike about the product?
I would like to have a better way of organizing projects as the more we do, the more unwieldy the list format appears. Whether we could have folders that house the survey and the dashboard together or icons or open to other ideas, I would love it if I could reorganize that list in a way that works for me.
What problems is the product solving and how is that benefiting you?
Responses from our school community are easier to obtain and analyze. We have started to follow our graduating seniors as they become alumni and we are excited about the possibilities we can pursue in this realm.
Recommendations to others considering the product:
Don't hesitate!
Good job
What do you like best about the product?
I like people who works there, they are very committed.
What do you dislike about the product?
The platform could be easier, I think it has a lot of options, and it isn´t difficult ones you have taken the training but if you don't have it, it isn't so intuitive.
What problems is the product solving and how is that benefiting you?
Getting clients feedback
Qualtrics unlocks the power of my Employee Experience data!
What do you like best about the product?
Very sleek and visually pleasing admin user site and the ability to create many different types of widgets on a dashboard that you can use to represent your data/results to stakeholders without overwhelming them with spreadsheets filled with text.
What do you dislike about the product?
The amount of training it took to bring me (a tech savvy computer user) up to a point where I can create and deploy a survey, then build a usable dashboard to represent the data was VERY long. There is quite a bit of complexity 'behind the scenes' when getting a survey created and deployed.
What problems is the product solving and how is that benefiting you?
Our quarterly pulse surveys deployed to our Employees have gone through a complete metamorphosis! They were tired, stagnant and difficult to get a good response rate from our population. Now that we are using Qualtrics, we're able to send the surveys (with the same questions!) with a new slick look and feel. Employees can respond quickly on their smart phones, and the dashboards have become a very helpful data mine for us! The ability to pinpoint where problem areas lie within our company affords us the opportunity to direct resources and training in exactly the right place in order to make a positive impact!
Qualtrics is a powerful tool
What do you like best about the product?
Qualtrics has so many options for designing surveys. While there are other services that allow you to create surveys, there are always compromises or options that are left out. I have found Qualtrics to include so many options (question types, piping, etc.), so I'm always able to create a survey just how I had in mind.
What do you dislike about the product?
Honestly there isn't much to dislike. It works!
What problems is the product solving and how is that benefiting you?
We need to follow up user interviews with surveys, screen for participants, and overall get quantitative survey data. Qualtrics has been able to support our endeavors.
Best Survey Platform on the market
What do you like best about the product?
Hands down the best part of using Qualtrics for survey management is the automation aspects of it. Both getting the survey out to customers, and then exporting the results of the surveys into a data analytics tool such as Tableau or your CRM is without peer in the industry. Being able to customize and automatically export survey results immediately is something other platforms are simply unable to do.
Additionally Qualtrics has one of the cleanest and most user friendly survey building tools for a user. There is no need for advanced CSS coding or development work to generate a survey that looks and feels professional and is branded to your company.
Additionally Qualtrics has one of the cleanest and most user friendly survey building tools for a user. There is no need for advanced CSS coding or development work to generate a survey that looks and feels professional and is branded to your company.
What do you dislike about the product?
One of the bigger drawbacks of using Qualtrics for the delivery of surveys is their IP is blocked by a number of email clients, meaning surveys end up in Spam folders instead of in front of the intended audience. It's incredibly easy to get around this by using your own survey tool, but it would be nice if it could be managed within the Qualtrics client.
What problems is the product solving and how is that benefiting you?
Primarily, we use surveys out of Qualtrics for transactional surveys at the end of various types of engagements between the customer and our company. This includes TechSupport tickets, Account Manager quarterly reviews, Professional Services Engagements, etc.
We also leverage Qualtrics to facilitate account temperature and CES surveys on a yearly basis. The integration with our Marketo platform makes this seamless and incredibly easy to do.
We also leverage Qualtrics to facilitate account temperature and CES surveys on a yearly basis. The integration with our Marketo platform makes this seamless and incredibly easy to do.
Recommendations to others considering the product:
Do it! it's an incredible product!
Awesome customer experience
What do you like best about the product?
Easy to understand and easy to work with. Make it "simple" for folks who don't specialize in this on a daily basis
What do you dislike about the product?
Nothing really to say that I didn't like about the experience.
What problems is the product solving and how is that benefiting you?
We are getting the bullying surveys set up for all of our schools (we have 26 building locations).
Amazing onboarding process
What do you like best about the product?
We struggle with technology integrations as a whole, and made it clear we would like handholding through the implementation process. Qualtrics has gone above and beyond to answer any and all questions (even the most ridiculous ones).
What do you dislike about the product?
Our onboarding team has been so great, that we mostly dislike going back to relay our internal struggles which may throw off their timelines for us - we don't want to disappoint them or be a hassle!
What problems is the product solving and how is that benefiting you?
Total validation in closing the loops with our customers. We see drop off and we don't know why, we're excited to finally get some of our questions answered in a non-invasive way.
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