Qualtrics
Qualtrics LLCReviews from AWS customer
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The Best Experience Management Tools in the Industry
What do you like best about the product?
Qualtrics' templates and XM Solutions are a couple of the things I like about it the best
What do you dislike about the product?
I dislike Contacts - seems over complicated
What problems is the product solving and how is that benefiting you?
Using Qualtrics has opened my professional world to understanding data from not only operations, but also from how the customer feels about us. Even when I only use Qualtrics, I can see more about how a customer feels about our people, processes, and products, then I ever had with other feedback tools. Being able to show what we can get out of the experience data and then share what we can get if we marry that with operational data, has blown executives' minds.
Recommendations to others considering the product:
When starting out, start with the Core survey tools. Get use to building the survey and other elements. After that, start using one of the pillars (Brand, Customer, Employee, or Product experience); understand it to its fullest. Try to talk with others in the Qualtrics Community for best practices on building a survey and how to get the best actionable data in reports/dashboards as you can possibly get.
Awesome product but not without issues
What do you like best about the product?
The product itself is ambitious, and I love that about it!
What do you dislike about the product?
It breaks down quite a bit. I feel like at least once a week there is some “Qualtrics issue” that we are dealing with.
What problems is the product solving and how is that benefiting you?
We are quantifying business impact of our CX initiatives with fully automated listening posts.
Best in the Market; Room for Improvement
What do you like best about the product?
The XM platform is intuitive, flexible, and completely self-serve. You can design and launch a survey in hours, not weeks or months. The sales and AM staff are responsive & respectful. The platform offers a variety of features / functionality not found in other tools. The Stats IQ and Text IQ make quick work of otherwise laborious insights.
What do you dislike about the product?
The platform is unstable, certain features are not robust in a way that one would expect. The support leaves a great deal to be desired. It is clear that the company is experiencing significant growth pains and that the focus is on new technology while the existing technology receives no attention.
What problems is the product solving and how is that benefiting you?
We're able to quickly understand what is working or not working at a brand, product, service, and employee level. Insights are collated and shared in hours, promoting action and accountability that drive improvement in churn, contact rates, satisfaction, and revenue.
Recommendations to others considering the product:
Thoroughly think through your needs from a functionality standpoint. Where possible, always choose the CX platform at minimum. Avoid research core unless all of your reporting and analytics will occur outside of the tool. Talk with an expert. Get help from experienced users in implementation.
Qualtrics is leading the way for closing the loop
What do you like best about the product?
Simple for our users to interface with. Many features to really customize for the user and maximize their positive experience with handling the data from our customers.
What do you dislike about the product?
Issues with syncing between vendors. A better training guide for syncing to 3rd party vendors would be greatly useful.
What problems is the product solving and how is that benefiting you?
Being able to gather feedback and data in real time and give our users direct and instant access. Combines all the data into one streamlined interface.
Great, quick customer service
What do you like best about the product?
Qualtrics is quick to respond, very thorough in answering questions, and always happy to hop on the phone and help!
What do you dislike about the product?
Nothing so far - the experience has been pleasant and platform intuitive.
What problems is the product solving and how is that benefiting you?
One particularly helpful problem Qualtrics solves is text analytics, with the text analyzer tool and translation capabilities.
Great customer service but there are things that could use improvement
What do you like best about the product?
I like how quickly the team works. My questions are answered within reason. I work in a fast pace environment so their quick response back is appreciated.
What do you dislike about the product?
I feel like from a reporting prospective the team should all be knowledgeable of how reporting works. From a set up stand point, the team should take the time to review the survey with the client to a successful execution.
What problems is the product solving and how is that benefiting you?
Not having the right report needed to read the test. The team is more than likely to help with what I need however having to send multiple emails to get the right report can be difficult when working with a tight deadline.
Recommendations to others considering the product:
None at the moment
Great survey platform, but sometimes
What do you like best about the product?
I love the seamless survey design tool, and the ability to easily share results with non-research teammates.
What do you dislike about the product?
I occasionally hit walls with what parts of the product function with other parts of the product (like with custom scores or buckets). It's not consistent, and it's really hard to implement after something is fielded.
What problems is the product solving and how is that benefiting you?
We're understanding our customers better, and working to make their experience better.
Mixed feelings
What do you like best about the product?
Sometimes its very fast and you're connected with someone really knowledgeable! The chat feature is really convenient
What do you dislike about the product?
That some of the products you need help with you're forced to call, or email which have longer resolution times. I wish our account had our own tech person to solve problems
What problems is the product solving and how is that benefiting you?
It's my entire job pretty much, using qualtrics we have a consumer panel, site intercepts (to NPS our websites), run tons of surveys, are connecting it CRM, hubspot and tableau
Recommendations to others considering the product:
It's good. It's leading the market right now, but sometimes it feels like a money grab.
Allowed us to level up our CX Experience
What do you like best about the product?
Allowed us to almost completely forgo outside suppliers and consolidate our Insights and CX work in one platform.
What do you dislike about the product?
While fairly intuitive to learn and stable, there are technical limitations at times (understandable considering how many different study types in encapsulates)
What problems is the product solving and how is that benefiting you?
We had never had a Customer Care/ Satisfaction program with our Wholesale customers and the Qualtrics CX Platform allowed us to develop one from scratch. After only a quarter we're already producing Executive level deliverables and Insights. Additionally, the CX Platform also allowed us to easily bring our Web Tracking in-house, saving thousands and allowing for deeper, more rapid Insights from our in house research team.
Very user friendly platform
What do you like best about the product?
Qualtrics is very easy to use, even as a beginner user. It’s very intuitive and allows for an infinity of survey types. Being able to analyze your data directly from within the platform using reports capability is a great plus. Also customer service is always available and are a great help. The community is strong and also provides added value
What do you dislike about the product?
The report capability is a bit old and needs update, as the trigger too (no copying or duplication possible). Same goes when sharing dashboard.
What problems is the product solving and how is that benefiting you?
We do almost if not all of our research internally. Using Qualtrics saves us thousands of dollars and increase our efficiency and agility. We now would rather buy sample when needed than commission a full study outside, because we get results immediately and can start getting insights so quickly.
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