Qualtrics
Qualtrics LLCReviews from AWS customer
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CX Social
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.
Efficiency
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!
Customer Relations Use
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
Great text analytics
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
Good tool
What do you like best about the product?
Insight overview, facility of management of many interactions
What do you dislike about the product?
History of conversation it's sometimes a little bit complicated
What problems is the product solving and how is that benefiting you?
Faster social media management
Buggy
What do you like best about the product?
Integrated platforms and good customer service
What do you dislike about the product?
Lots of bugs and you can't disable keyboard shortcuts. This means if you begin tying outside of a text box, you activate the shortcuts.
What problems is the product solving and how is that benefiting you?
Intersecting with customers, we always find out app problems first on social media
I use CE to communicate with team and manage several facebook and Twitter pages.
What do you like best about the product?
I love that you can assign tasks and alert team of messages.
What do you dislike about the product?
I wish it would work with Instagram direct messages and advertisements.
What problems is the product solving and how is that benefiting you?
Consumer feedback and complaints. Helping them with product troubles and making the experience a positive one for them
Recommendations to others considering the product:
Take your time to learn about the pages!
A new experience with Clarabridge Engage
What do you like best about the product?
The most helpful thing about Clarabridge Engage is being able to search for names.
What do you dislike about the product?
I do not like how sometimes Clarabridge Engage times out and will send a message to the All Inbound folder even if you didn't click anything.
What problems is the product solving and how is that benefiting you?
I am solving Customer Service problems that pertain to passengers. I realized that Clarabridge Engage allows you to manage all of your issues in one application.
Recommendations to others considering the product:
I would recommend using Engage if you like dealing with multiple platforms in one program.
more insight and easy reporting capabilities
What do you like best about the product?
Page layout. Colours and the wording used
What do you dislike about the product?
Slow response. Latency issues on the site
What problems is the product solving and how is that benefiting you?
Able to save more info in one system
Recommendations to others considering the product:
Go for it, its a great product
Top notch engagement with Engagor
What do you like best about the product?
My favorite bit about Engagor is how tidy it looks, and how it arranges your social fees in a way that is easy to read and tackle accordingly
What do you dislike about the product?
At times of intense traffic, things can slow down a bit, but their support usually takes care of everything promptly.
What problems is the product solving and how is that benefiting you?
One of the biggest problems we managed to solve with Engagor is the inefficiency of social customer service when conducted directly without an intermediary solution to make it all happen in a coordinated manner.
Recommendations to others considering the product:
I'd recommend Engagor to everyone who's looking to jump on the social media customer service bandwagon
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