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A centerpiece for customer learning
What do you like best about the product?
Qualtrics is dynamic and flexible - with usages far beyond surveying. The platform is easy to learn, but there is a still a good deal of depth to the product. I particularly love "Vocalize" the visualization platform that creates real-time dashboards of ongoing campaigns.
What do you dislike about the product?
Qualtrics can be a bit buggy - sometimes you have to leave and come back in to see changes reflected.
What problems is the product solving and how is that benefiting you?
ROI is notoriously difficult to quantify fro CX, -that being said we have leveraged Qualrtics to identify experience breakdowns, close the loop and regain customer trust, and track trends to eliminate customer friction points.
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A must-have tool for making business decisions
What do you like best about the product?
The platform allows us to easily design, execute, and analyze our customer feedback across all platforms/channels.
What do you dislike about the product?
It takes some level of knowledge to effectively survey our customers. Thankfully, we got guidance along the way that allowed us to quickly put the tool to use.
What problems is the product solving and how is that benefiting you?
We are able to quickly identify and eliminate our customer pain points.
Recommendations to others considering the product:
Get the guidance from consultants or Qualtrics. It is money well spent as it will greatly increase the launch time.
Loved Working with Qualtrics since 2016
What do you like best about the product?
Qualtrics has a lot of documentation online, which can be found easier with Google at times. The tools a has changed quite a bit in the last six years and mostly for the better.
What do you dislike about the product?
Onboarding new people can be tough as it has a lot of advanced options, but doesn't have certain ones which make life easier for super power users. Admin tools need a complete overhaul.
What problems is the product solving and how is that benefiting you?
It is a landing spot for all our experience data. It is great to aggregate all of the metrics in one place.
Recommendations to others considering the product:
Start little and expand in the platform. It will keep the cost down and allow you to grow as you get to know the platform.
Great tool and support
What do you like best about the product?
We get great support and advice on possible solutions for our business problems
What do you dislike about the product?
nothing I can think of at this moment, most of our problems have been solved.
What problems is the product solving and how is that benefiting you?
adoption of accessing data for business decisions
The platform is very customer friendly, and is quite useful on the research we need
What do you like best about the product?
The platform si easy to use and understand, is very intuitive
What do you dislike about the product?
Eventhugh is customer friendly when creating surveys, dashboards and stuff, when trying to connect with SFTP servers or similar, it gets very technical
What problems is the product solving and how is that benefiting you?
The whole process to understand the customer thoughts on certain products or procesess
Qualtrics Customer Experience -- Useful, but missing many key features
What do you like best about the product?
Qualtrics CX can be useful for basic dashboards. It is also useful that you can add different data sources into a single dashboard fairily easily. The graphics and layout are fair.
What do you dislike about the product?
The graphics are limited as is the layout. Most frustrating is the filter features, as you cannot limit the number of choices to single select for a particular filter. Also, it does not provide an overview of what filter items have been selected, allowing the user to accidentally choose more than one and may not realize it
What problems is the product solving and how is that benefiting you?
It does allow us to create simple dashboards to allow departments who collect "one-time use" data such as registration forms to also look at over time trends.
Recommendations to others considering the product:
Like all the Qualtrics products, it is easy to use for the most part, but is missing very basic features that seem obvious, like the ability to limit the filter to select only one item.
Powerful, but often clunky
What do you like best about the product?
Qualtrics CX is an extremely powerful and versatile tool for customer experience professionals. Our research analysts like how customizable question types are and the power of embedded data.
What do you dislike about the product?
-- It's ironic for a CX platform, but not much time has been put into the UX of Qualtrics. The Admin panel is a mess and extremely confusing. For example, there are dozens of user types similar names and no explanation.
-- This feels like a platform where everything is an added cost--and you don't find out about it until too late. For example, the XM Automated Solutions seem randomly distributed between the variations of the platform. Conjoint exists only in Product Experience but not Customer Experience. Other platforms seem to have more features included at a lower price.
-- The Salesforce integration exists but is extremely complicated to set up. The included "onboarding" is really just training--they won't set up anything for you. This could have been solved with some videos rather than a required $5,000 add-on.
-- This feels like a platform where everything is an added cost--and you don't find out about it until too late. For example, the XM Automated Solutions seem randomly distributed between the variations of the platform. Conjoint exists only in Product Experience but not Customer Experience. Other platforms seem to have more features included at a lower price.
-- The Salesforce integration exists but is extremely complicated to set up. The included "onboarding" is really just training--they won't set up anything for you. This could have been solved with some videos rather than a required $5,000 add-on.
What problems is the product solving and how is that benefiting you?
We use Qualtrics to manage our enterprise CX and VOC survey program. It's our main tool right now, even though we aren't thrilled with it.
Recommendations to others considering the product:
Be very careful about your contract and verify everything that is included. Also, be aware that they will often change your account rep with no notice and no follow-up. This has happened to us multiple times.
Generally Like It but they are Improvements
What do you like best about the product?
I like that it gives us the ability to track the responses in an organized manner. The data portion of it is very intuitive as well.
What do you dislike about the product?
I would say that the spam filter is very frustrating. When looking individually at the IP address it seems that it sometimes catches some spam and sometimes does not. It would be nice to know how it is configured to label spam.
What problems is the product solving and how is that benefiting you?
Generally there are no problems with the customer experience. I had one issue earlier this year and used the chat feature and had a great experience overall. Best part was that they solved the issue!
Recommendations to others considering the product:
I would say to include more functionality within the overall chat experience. Maybe a facetime with zoom would be a great addition.
Business Intelligence Analyst
What do you like best about the product?
The survey design flows easily and the actual survey has a good look about it. It does not look boxy or choppy.
What do you dislike about the product?
The dashboard build leaves a lot to desire. Hard to manipulate and there's no "security" when building. When you make a mistake, it autosaves that and there's no way to fix it. Very dangerous.
What problems is the product solving and how is that benefiting you?
We are getting client feedback. It's easy and all in one place which is nice.
My Qualtrics experience
What do you like best about the product?
The customer experience is superb. Reps are highly responsive, understand urgency, are friendly, and most importantly, knowledgeable.
What do you dislike about the product?
The distribution feature to specific users is too complicated and the emails look like spam, so I find myself avoiding it at all costs. I would much prefer to use the anonymous link just to avoid the complexity.
What problems is the product solving and how is that benefiting you?
I love creating surveys in this tool; it's actually fun! It's very easy to engage employees, and the contingent questions make the surveys feel customized and efficient.
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