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Best of the best for CX Measurement
What do you like best about the product?
The ease of use for Qualtrics is excellent. I have been using the product for 4 years and have trained many new users. They are always impressed how easy it is to learn how to use the product.
What do you dislike about the product?
There are a few odd bugs that have been present for a long time, such as some oddities with how the email templates are formatted. Qualtrics is very good about making major improvements to the product, but there are still a few small annoyances that haven't been fixed (and they seem like relatively easy fixes). All that aside, I'm still a huge fan!
What problems is the product solving and how is that benefiting you?
Qualtrics gives us a business-wide solution for measuring voice of the customer and it's integrated with our key tools, such as Salesforce.com and some apps within SFDC so that it's a very smooth end-user experience for our employees.
Recommendations to others considering the product:
This is really the best in the market. Every year my company reviews other capabilities out there and consistently we decide that Qualtrics is still the best solution for our needs and blows away the competition. We even have some other tools that could do similar things with basic survey capabilities for cheaper, but Qualtrics still wins the evaluation.
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SR UX MANAGER
What do you like best about the product?
the text analytics feature is ideal for parsing comments
What do you dislike about the product?
the dashboard could be improved with better naviagtion
What problems is the product solving and how is that benefiting you?
Feedback and text analytics
Recommendations to others considering the product:
NA
Qualtrics CX Democratizes Customer Feedback but has yet to realize its full potential
What do you like best about the product?
Easy to build surveys, dashboards, and filters. Controllable and customizable permissions, flexible user admin and organizational options.
What do you dislike about the product?
Clunkiness and funky inconveniences throughout the platform - manually mapping/transforming data types to work with different widgets, having to click to push new data through sentiment analysis (instead of real-time processing), etc.
What problems is the product solving and how is that benefiting you?
Qualtrics CX helps to get our customer-facing associates and organizations more intimately familiar with our customers' needs, priorities and pain-points.
Recommendations to others considering the product:
Assure that you have an established, full-time IT partner if planning to automate or build integrations.
Qualtrics Brand Admin for CX Platform
What do you like best about the product?
Still learning the tool. Some areas are easy to use others not as much / user friendly. Dashboards are one of the highlights, followed by the closed-loop ticketing process.
What do you dislike about the product?
There are a number of smaller user experience issues mostly formatting, where Microsoft office products have as standard functionality. A lot has to do with formatting and copy/paste types of ‘MS’ actions and other MS types of basic editing functionality.
What problems is the product solving and how is that benefiting you?
Corporate customer experience
Combining off line with Op Ex data for better Customer 360 view. Benefits include preventive churn, wallet shrinkage. Increased loyalty. Closed-loop follow-up. Problem resolution. Product improvement opportunities.
Combining off line with Op Ex data for better Customer 360 view. Benefits include preventive churn, wallet shrinkage. Increased loyalty. Closed-loop follow-up. Problem resolution. Product improvement opportunities.
Recommendations to others considering the product:
If you are planning to implement this platform, be prepared to also dedicate an FTE to manage the tool and processes
Best all-around survey research tool
What do you like best about the product?
I find Qualtrics to be generally easy to learn to use, while also offering more advanced tools for the power-user who wants more sophisticated survey design. It can be integrated with other MarTech tools with some basic APIs and integrations. The salesforce response mapping is working out well for us, as is triggering a survey from an action in salesforce.
What do you dislike about the product?
I have not found StatiQ or PredictiQ to be usable off-the-shelf and have continued to do that kind of work outside of Qualtrics. The reporting in the research suite is basic to the point of being almost useless except for seat of the pants visualizations. The Vocalize dashboards have some good qualities but are insufficiently integrated with the research platform, especially with regard to TextiQ but also in general. The value of the TextiQ is mainly in streamlining the process of manually coding by theme; the automated themes identified by Qualtrics are way off and the reporting by topic is very limited.
What problems is the product solving and how is that benefiting you?
Qualtrics helps us deploy good surveys quickly and easily and - mostly - to capture feedback in a way that we can either share within Qualtrics, export, or integrate with other platforms.
At my company there's increased focus on bringing together X and O data and we can't do this yet in Qualtrics. I don't know that there is a better solution, but that's definitely a problem we need to solve.
At my company there's increased focus on bringing together X and O data and we can't do this yet in Qualtrics. I don't know that there is a better solution, but that's definitely a problem we need to solve.
Recommendations to others considering the product:
Do a good job on your use cases. Try before you buy. Qualtrics can do a lot of things, but no tool is your dream tool.
I love this platform!
What do you like best about the product?
I love how user friendly the platform is. The newbies can use it; the experts can use it. It's accessible to everyone.
What do you dislike about the product?
I wish we would have purchased the platform sooner! =)
What problems is the product solving and how is that benefiting you?
We've discovered better ways of communicating with our customers (preferred channels), we've increased our ticket turnaround time, & discovered customer-driven ways to improve our Customer Experience via text mining & overlaying that with our customer journey.
Best Research Tool on the Market
What do you like best about the product?
Qualtrics has the best technology for researchers to use for a self-service company. I have been able to write surveys, create complex questionnaire flows, and quickly get results back that have been helpful for our team. Their customer support team is also great to work with. Our account team is always working towards helping us have the best experience.
What do you dislike about the product?
With Qualtrics being the best technology on the market you will pay more than most other tools, but their team does everything they can to keep costs low for us and finds alternative ways to get what we need.
What problems is the product solving and how is that benefiting you?
We have made significant business changing decisions from the feedback from our customers. We have seen significant improvements to our NPS as we have made these changes, and can track back to root causes quickly.
Awesome Customer Experience SUrveyTool
What do you like best about the product?
How easy it is to create surveys and build reports
What do you dislike about the product?
pricing is expensive for smaller businesses, but worth it if you have the money
What problems is the product solving and how is that benefiting you?
Customer Voice to improve our interaction with partners and clients
My experience has been incredible so far!
What do you like best about the product?
One of the most helpful things is that I will be able to providing coaching opportunities to our team and provide the company with insights they do not currently have!
What do you dislike about the product?
Right now nothing, we are just getting started and I am so excited.
What problems is the product solving and how is that benefiting you?
Qualtrics is going to be such a huge support to our agents and our company. I again have not started with our dashboard but already know that we are going to get an incredible amount of value out of this platform!
I am starting to recommend other areas of Qualtrics to our company and being an advocate for Qualtrics in this regard as I am already impressed.
I am starting to recommend other areas of Qualtrics to our company and being an advocate for Qualtrics in this regard as I am already impressed.
Recommendations to others considering the product:
My advice to anyone looking to use Qualtrics, is having a set plan ahead of time. Know what are your absolutes and what are things you can do without but would be nice to have. Why? Because I guarantee you that your Qualtrics Sales Rep/Manager will tell you that you will get all of those and MORE! Be prepared so that they can help you accelerate the process. I was excited after my first demo! Ask questions, they love helping you get started and have a clear vision!
Excellent Experience
What do you like best about the product?
Qualtrics Customer Experience is fantastic because they take the time to understand your specific business and needs.
What do you dislike about the product?
Honestly, there is no downside to using Qualtrics Customer Experience. It's an outstanding service that has helped our company get immeasurably better.
What problems is the product solving and how is that benefiting you?
We've determined how to address agency CX issues without relying word-of-mouth anecdotes. Now we have real, hard data that helps us make decisions.
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