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Qualtrics

Qualtrics LLC

Reviews from AWS customer

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External reviews

731 reviews
from and

External reviews are not included in the AWS star rating for the product.

    Consumer Goods

CX Engage, a lightweight powerful tool

  • May 23, 2019
  • Review provided by G2

What do you like best about the product?
The Boolean Search Query system is the backbone of CX engage. AND/OR logic determines the setup of the Engagement UI, Custom Insights and your filtering system.

One concept applicable to multiple facets of the product. This allows for incredible learning efficiencies to implement the software environment with little resources in the form of manpower and effort.
What do you dislike about the product?
CX Engage is what the name implies, an engagement tool. It is not robust in publishing. Publishing has basic scheduling functions for most channels. If you are looking for something more in-depth with regards to creative editing, you won't find it here.

With regards to reporting, capabilities are a bit light. 4 basic infographic options with no widgets available to enter contextual data to make the reports robust. Instead, those added features are circumvented with the purchase of CX analyze (Studio/Designer).
What problems is the product solving and how is that benefiting you?
Out of Box, CX Engage provides KPIs on agent performance at a high or granular level. This allowed our company to gain huge efficiencies with regards to holding our outsourced services accountable to performance.

As well, e-mail integrations have recently been integrated as an Out of box feature. This allowed us to reduce operational costs by switching SaaS providers for e-mail engagement and allowed faster AHT & reply times due to the UI efficiencies of the Inbox setup for agents.

    Telecommunications

Review

  • May 23, 2019
  • Review provided by G2

What do you like best about the product?
Insights and data and the ability to manage all platforms in one place.
What do you dislike about the product?
Nothing, it would be great to get some more metrics in terms of performance.
What problems is the product solving and how is that benefiting you?
We are able to manage over 80k queries a month and have a team of 24 people using the tool.

    Wireless

Conveniet and structurered

  • May 23, 2019
  • Review provided by G2

What do you like best about the product?
It gives structure, and makes it easy to respond to comments by linking the history of the poster.
What do you dislike about the product?
It can get slow, then I would have to sign out and sign back in.
What problems is the product solving and how is that benefiting you?
It's helped me recognize patterns, issues, and helps run through a long list in a mush shorter time.
Recommendations to others considering the product:
Makes things much easier when you have a huge following.

    Telecommunications

Simple and Effective: Clarabridge Engage

  • May 23, 2019
  • Review provided by G2

What do you like best about the product?
The ability to sort by impact metrics based on a customer basis.
What do you dislike about the product?
There is an occasional and noticeable minor lag between message updates.
What problems is the product solving and how is that benefiting you?
Customer outreach, data acquisition etc.
Recommendations to others considering the product:
Utilize tagging features and software integration.

    Niels V.

Monitoring all channels in 1 and answering right away!

  • May 23, 2019
  • Review provided by G2

What do you like best about the product?
No matter what channel a client uses, everything is ordered on a chronological way. That way, we can handle all questions/complaints in respect with our SLA. It's super easy to answer from within Clarabridge Engage, and you always have a clear view on the client's history. Great tool!
What do you dislike about the product?
It's a pity that, when you discover an important subject or theme in line with your business, and you add this in the keyword search, you can't get older data from the past.
What problems is the product solving and how is that benefiting you?
By using Clarabridge Engage, our Customer Care Service is more efficient, professional and clients are more satisfied, thanks to the quick answers we can deliver.

    Angelika T.

Efficient and better social media management

  • May 23, 2019
  • Review provided by G2

What do you like best about the product?
It's easier to respond to, monitor, and tag messages especially for reaching quota.
What do you dislike about the product?
Sometimes the website responds slow, and we have to frequently reconnect the social media pages to the website.
What problems is the product solving and how is that benefiting you?
Easier tagging, easier responding (as opposed to opening a message one-by-one on different social media pages)
Recommendations to others considering the product:
It's more user-friendly than most social media management tools

    Aviation & Aerospace

CX Social

  • May 22, 2019
  • Review provided by G2

What do you like best about the product?
It is pretty comprehensive program to understand and analyze your customer demands.
What do you dislike about the product?
I haven't encountered any lack. I can do anything I want. It is an adequate program every aspect.
What problems is the product solving and how is that benefiting you?
We can see the shortcomings of the institution I work with on social media and focus on these issues and produce solutions. Due to this comprehensive program, we are taking forward steps about all problems/demands.

    Christopher H.

Efficiency

  • May 22, 2019
  • Review provided by G2

What do you like best about the product?
The lock-in option for posts creates efficiencies in the team as the posts come up one by one.
What do you dislike about the product?
Canned responses aren't as intuitive as they could be. We'd prefer more folders for each of our brands.
What problems is the product solving and how is that benefiting you?
Our response time has gone down substantially. Pre-Clarabridge, we were at a little over 2 hours. Now by the end of the week, we are close to real-time.
Recommendations to others considering the product:
Definitely back up your response matrix to prevent starting from scratch!

    Airlines/Aviation

Customer Relations Use

  • May 22, 2019
  • Review provided by G2

What do you like best about the product?
The insights that clarbridge offers allow us to understand our customers better.
What do you dislike about the product?
I'd like more realtime agent monitoring
What problems is the product solving and how is that benefiting you?
Improved SLA, better reporting, and better visuals into what our customers are talking about

    Environmental Services

Great text analytics

  • May 22, 2019
  • Review provided by G2

What do you like best about the product?
Sophisticated and mature product. Clarabridge has been at this for a long time. And..they have continued to evolve the product with valuable new features
What do you dislike about the product?
Requires tons of tuning. Don't expect this to work for you out of the box. Beyond integration, expect to tune the lexicon and natural language processing rules specifically for your business
What problems is the product solving and how is that benefiting you?
We track and map the sentiment and positive and negative conversation volume from customer. There are powerful, easy to use dashboard building tools to quickly and clearly see how customers feel about your company, products and services
Recommendations to others considering the product:
Be careful to understand how much integration and lexicon tuning will be needed. Start with a small sample set of data and see what clarabride can uncover

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