Qualtrics
Qualtrics LLCReviews from AWS customer
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Engage has all of the tools, but you have to know how to use them.
What do you like best about the product?
The platform is reliable, it doesn't have a lot of down time. It also enables us to segment and silo different social channels and provide SLAs for each channel based on priority. The ability to create smart filters makes it easy to manage our team and get real values to the engagements we're having across platforms.
What do you dislike about the product?
As with all other softwares, the lack of IG DMs is maddening. Aside from that, the charging per stream is a bit silly in my estimation. If you want to track a hashtag on Instagram, it's silly that using Instagram as a stream isn't enough, and that you then have to dedicate another stream to that single hashtag.
What problems is the product solving and how is that benefiting you?
Efficiently engaging with out customer base across all social platforms.
Recommendations to others considering the product:
Be sure to invest time into learning how to use all facets of the tool.
daunting at first but impressive overall
What do you like best about the product?
The listening part is the most i use. It's amazing and gets everything from every where once you enter the keywords needed
What do you dislike about the product?
UI/Ux could be improved and be easier on the eyes.
What problems is the product solving and how is that benefiting you?
Listening and how every mention is treated like a "ticket" opened until resolved
Recommendations to others considering the product:
If you don't know anything about the product ask the support team/success manager. The team is amazing
Great tool!
What do you like best about the product?
The aspect i like the most it's the possibility to have a complete overview of the social environment
What do you dislike about the product?
Sometimes it's difficoult to understand the historical side of the conversation
What problems is the product solving and how is that benefiting you?
All social interactions are grouped in an unique framework
Great When Abundance of Data is Available
What do you like best about the product?
Takes a very structured approach to unstructured data.
What do you dislike about the product?
Sometimes miscategorizes responses and can be difficult to understand the story behind the data (especially if limited data available); however, this is likely to happen with any text analysis algorithm.
What problems is the product solving and how is that benefiting you?
Pulling unstructured data from multiple sources into one for a high-level view of what the customer is saying about us and our products.
Social Media Support
What do you like best about the product?
I like that the platform offers coverage of all social media platforms, which was not the case in other platforms we researched before purchasing. It is very flexible and modular, so you can shape the software to your needs as much as possible. I also highly appreciate the onboarding stage and the support received so far.
What do you dislike about the product?
Some features are still a bit buggy and there are simply so many possibilites that I can imagine it is a lot of work for the development team to keep up with.
What problems is the product solving and how is that benefiting you?
I have managed to cover the monitoring of our social media channels with just one person and to get invaluable data from online chatter.
Flexiblity adds Value
What do you like best about the product?
Multiple Media Platform functionality is important for our business . remaining flexible means we can adjust strategy as and when required.
What do you dislike about the product?
On the Rare occasion that downtime occurs it can be disruptive.
What problems is the product solving and how is that benefiting you?
We tackle all Social Media and other media interactions on a single planform with very good transparency and very little interruptions.
Recommendations to others considering the product:
ITs a worthy investment. Its flexible approach to requirements make it functional and effecient at interaction and User management.
Great tool with room for improvement
What do you like best about the product?
I love that it can be integrated with customer accounts, and multiple methods of communication (comments and PM messages in our case) to provide a streamlined and timelined communication with our clients.
What do you dislike about the product?
Bugs that occur from time to time with customer links not "sticking" to the right customers, and glitches with not being able to respond to our clients from time to time.
What problems is the product solving and how is that benefiting you?
I'm a social media moderator dealing with customer support and account enquiries, so being able to see the customers communication with us over time is invaluable, as well as the ability to respond and converse without the need to access different programs for each aspect of our communication. The fact we can integrate with our customer support database has been integral to the success of this product for me personally.
Recommendations to others considering the product:
Definitely work with the team to ensure your experience is customized to your line of work and priorities, there is so much potential to each unique situation
Easy, fast and reliable.
What do you like best about the product?
The easy way of using, less lagging and very accurate, I'd recommend it for all my collages
What do you dislike about the product?
the way of showing replies, deleted replies still exist which takes long time for me by replying.
What problems is the product solving and how is that benefiting you?
shipping company experience using Facebook, Twitter and Instagram.
Complex Tool to Manage Social
What do you like best about the product?
I like that you can collate all of your accounts into one and assign certain sentiments to different people. I like the tagging and the auto tagging.
What do you dislike about the product?
I feel like some of the features are not as intuitive as I wish they were. I had a really hard time connecting multiple Facebook accounts where I am an administrator. It could've been on Facebook's end but it took several months to resolve.
What problems is the product solving and how is that benefiting you?
Being able to pull metrics on sentiments - I would like to dig in deeper into those tools. I feel like I am just scratching the surface.
Recommendations to others considering the product:
I recommend it heartily!
Social media manager review
What do you like best about the product?
I like that I can engage with customers via social on a device besides my phone.
What do you dislike about the product?
I'd like to be able to save and categorize customers so I can maintain relationships with them and know more about them.
What problems is the product solving and how is that benefiting you?
cx response
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