Qualtrics
Qualtrics LLCReviews from AWS customer
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Overall good tool with great potential
What do you like best about the product?
Out of the box, Clarabridge has a good algorithm for tagging different verbatim comments with generally accurate positive/negative/neutral sentiments. This gave us instant visibility into our users perceptions of our platforms & understanding of what was driving our NPS, a capability we didn't have before. It's also a quick & easy way to spin up basic dashboards. The level of service we receive is also great, as Clarabridge is always responsive to our needs. They have also come onsite to deliver some really helpful trainings for the team.
What do you dislike about the product?
It was really tricky to connect to our data warehouse. It took analysts weeks to build the pipelines, & they are very intermittent & often break. In addition, the tool has very little flexibility in its dashboarding capability, so we ultimately need to use other tools for presenting insights to our stakeholders. We also noticed some latency when there is too much data. The other thing is that since the tool is not widely adopted across the industry, it's not necessarily a transferrable skill.
What problems is the product solving and how is that benefiting you?
We have established listening posts across all of our platforms - Help Center, Community Forum, Social Media, & through our general user survey. Clarabridge Engage helped us quickly turn open-ended feedback into insights that helped us with understanding how to improve UX, content, & usability in the platforms.
Recommendations to others considering the product:
It's good only for social media - for other platforms like help centers or communities, it might not be the best tool.
Clarabridge Review
What do you like best about the product?
I like the customization available to cater the tool to your specific uses and needs.
What do you dislike about the product?
There are a number to glitch-y moments that slow down productivity and can be frustrating.
What problems is the product solving and how is that benefiting you?
We are able to house all of our 300+ account pages within the platform which is so great and effective.
Clarabridge
What do you like best about the product?
I really enjoy the quick view of the overall number information in Clarabridge compared to the previous system used for our company.
What do you dislike about the product?
There is nothing I currently dislike about Clarabridge. I currently only have to compare this system to our previously used system and this is working seamlessly better than our previously used.
What problems is the product solving and how is that benefiting you?
The response times are in real time, we are able to get real time information to provide efficiency and response times to the overall company to meet all response expectations.
Recommendations to others considering the product:
I would strongly suggest taking just a few extra minutes out of the day just to see all the additional information and features that can be done within Clarabridge. I learn a new skill with this program every week!
The tool is very robust with lots of good reporting elements.
What do you like best about the product?
I enjoy being able to show different reports.
What do you dislike about the product?
The UI and the lag on the categorization screens can be better.
What problems is the product solving and how is that benefiting you?
We have a client that has used them to understand churn in their business.
Great tool for aggregating social media comments
What do you like best about the product?
I like that it pulls social media comments and messages into a single inbox, which saves time.
What do you dislike about the product?
How Clarabridge Engage calculates engagement rate is incorrect. It should calculate it like how the social platforms do. I'd also love for the platform to include more Instagram analytics.
What problems is the product solving and how is that benefiting you?
I am trying to solve the issue of replying to consumer comments in an efficient manner. I'm also looking to track and understand performance on social media.
Works for multi-team community management
What do you like best about the product?
I like how easy it is to tag content and send to other teams.
What do you dislike about the product?
I dislike the insights section. I think it could be more robust.
What problems is the product solving and how is that benefiting you?
Community management has been easier with the ability to tag other teams for review and responses.
Clarabridge Engage
What do you like best about the product?
Performance Management
Permissions control
Stream aggregator
Tagging and social listening
Permissions control
Stream aggregator
Tagging and social listening
What do you dislike about the product?
The seat cost is astronomical. It is too much money.
What problems is the product solving and how is that benefiting you?
Better understand of feedback from our Socials Pages and quick resolutions to issues for our users who write in on social
Great for evaluations and responses
What do you like best about the product?
For events and classes we would use this as a survey generated more than anything. We really liked the ease of setting survey's up, sending them out, and tracking who responded or not. The software is user friendly, except on the back end building the surveys out. This is a more advanced tool than a free one that you can find of course. It has more bells and whistles than other survey accounts. You are able to dig into and use for evaluation and research purposes.
What do you dislike about the product?
We no longer use. Messy system and administration experience. I wish that it was easier to track your results for participants responses. Even when we tried to formulate the surveys, it made it difficult to plot where the questions would be placed even though we put them in order, it didn't always map out how we wanted. Another dislike is that it is expense to upkeep and maintain. The ranking option in my opinion, didn't really matter, it through the questions in random order and the follow up for certain questions (logic) was thrown off. Training can also take a while for new users.
What problems is the product solving and how is that benefiting you?
We realized the impact was that the system took care of everything for us. It ran analytics and results in an excel when we needed it. We would always use this to gauge where students were at with their courses, new events we were thinking about, and rating upgrades on in house items.
Recommendations to others considering the product:
I would recommend this system, depending on what you are needing of course. It might work better that you use a free software like survey monkey or something.
Easy to use
What do you like best about the product?
Easy for my agents to use and for me to see the global picture of what’s happening
What do you dislike about the product?
Don’t like that review sites aren’t included like Trip Advisor. Also wish there was a better way for my team to get up to speed on the available features so we could get the full benefit
What problems is the product solving and how is that benefiting you?
Social care for sure. Also starting to provide info from social out across the company to help improve CX by starting with what matters to customers most
Recommendations to others considering the product:
It’s a powerful tool IF you have the manpower to set it up and maintain it properly
Great for evaluations and responses
What do you like best about the product?
For events and classes we would use this as a survey generated more than anything. We really liked the ease of setting survey's up, sending them out, and tracking who responded or not. The software is user friendly, except on the back end building the surveys out. This is a more advanced tool than a free one that you can find of course. It has more bells and whistles than other survey accounts. You are able to dig into and use for evaluation and research purposes.
What do you dislike about the product?
We no longer use. Messy system and administration experience. I wish that it was easier to track your results for participants responses. Even when we tried to formulate the surveys, it made it difficult to plot where the questions would be placed even though we put them in order, it didn't always map out how we wanted. Another dislike is that it is expense to upkeep and maintain. The ranking option in my opinion, didn't really matter, it through the questions in random order and the follow up for certain questions (logic) was thrown off. Training can also take a while for new users.
What problems is the product solving and how is that benefiting you?
We realized the impact was that the system took care of everything for us. It ran analytics and results in an excel when we needed it. We would always use this to gauge where students were at with their courses, new events we were thinking about, and rating upgrades on in house items.
Recommendations to others considering the product:
I would recommend this system, depending on what you are needing of course. It might work better that you use a free software like survey monkey or something.
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