Qualtrics
Qualtrics LLCReviews from AWS customer
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In depth customer analytics solution
What do you like best about the product?
Method to extract insights from text, and ability to customize how to leverage sentimant
What do you dislike about the product?
A little bit of learning curve to understand setting up and configure
What problems is the product solving and how is that benefiting you?
understanding customer sentiment, free form text, and closed loop
Customer feedback tool that provides insightful dashboard.
What do you like best about the product?
The analytics are really insightful and it is useful seeing them on the dashboard. You can then drill down and analyse the key strengths and weaknesses of your customer service qualitatively and quantitatively. This data can be connected to future performance metrics and measured over time.
What do you dislike about the product?
Very little is bad about Clarabridge Analytics. I have seen better and more cost effective voice of the customer offerings though.
What problems is the product solving and how is that benefiting you?
We have been able to receive and analyse live real-time feedback form customers and create reports of these. We can also develop surveys to respond to these findings
Great Text Analytics Tool for Insights
What do you like best about the product?
Ability to load records and use of the tool to search for insights. There are a lot of built in tools that simplify this process and the ability to preview results is also helpful.
What do you dislike about the product?
Sometimes the platform can be slow and lagging. Also the website times out and you will lose your progress if you don't save often.
What problems is the product solving and how is that benefiting you?
A view into customer complaints and the ability to see trends amongst clusters of data. We have been able to identify root cause problems of complaints during peak times and solve for them.
Recommendations to others considering the product:
Great tool if needing to data mine through large sets of text data to gather insights. Great sentiments tuning and ability to generate various reports in the tool that helps visually display clusters of information.
Review!
What do you like best about the product?
This product is easy to use and gives you your data in a clear and concise way.
What do you dislike about the product?
Sometimes it is hard to discern between real data and fake data.
What problems is the product solving and how is that benefiting you?
ability to find our target audience
Powerful tool with challenges for set-up
What do you like best about the product?
It's an incredibly powerful tool with a compelling mandate - to synthesize and create
What do you dislike about the product?
Requires a lot of admin time for set-up, onboarding, and maintenance
What problems is the product solving and how is that benefiting you?
Understanding sentiment, text analytics for bubbling up themes
Recommendations to others considering the product:
clear scope of work, clear models
Fast responding
What do you like best about the product?
The usability and data we collect in an organized manner.
What do you dislike about the product?
Training and set up was not as streamlined as we hoped.
What problems is the product solving and how is that benefiting you?
Possible trending issues
Great platform for comprehensive social listening & 360 view analytics
What do you like best about the product?
Love how all of my social media channels and engagement can be tracked together, to give the most comprehensive view. Also, love the drill down capabilities (for example, in the sentiment analytics, I can click on negative comments that day to see exactly what people are saying to understand the source of their negativity or frustration. Allows for immediate response to specific issue and mitigating the problem right away.)
What do you dislike about the product?
I honestly have never seen product so well-tuned and developed for social media analytics. The only comments I have in improvements are suggestions for future development. I would like to see some sort of machine learning integrations where I can use 3rd party API's such as crowdflower or scale.io API to enhance the accuracy of various sentiment classifiers.
What problems is the product solving and how is that benefiting you?
CX Social helps inform our content marketing strategy, in terms of understanding what gains traction with the community. Social Media is really awesome in that it allows you to test various ideas with the community on a small scale before developing full-blown business model strategies around a domain. For example, when deciding which bussiness services we should develop full-blown campaigns for (eg. cloud-based analytics vs. specific business use cases) you can put up content relating to both of these topics and see what the community seems to get more excited by. Having CX Social is the critical component in being able to measure the engagement and response types of these indivuals, as well as realizing exactly what stage within the customer journey they are in.
Staying Connected in the Moment
What do you like best about the product?
I like how easy it is to tag other users
What do you dislike about the product?
I'm not a fan of the measurement system.
What problems is the product solving and how is that benefiting you?
I don't think the analytics are very strong with this system as not everything funnels in and it reports on things in ways that don't align with other systems. For example, the way average response time is measured and featured is poor.
Review from Orkin Social Media Team
What do you like best about the product?
Analytics and customization of dashboard
What do you dislike about the product?
It can be difficult to figure out which widget serves you the right data.
What problems is the product solving and how is that benefiting you?
CS response time. It has given us the capability to organize our workflow and therefore respond more quickly and efficiently.
Recommendations to others considering the product:
Can be difficult working with trainers/support team based outside of the U.S due to a longer wait time and time changes.
Good, but lots of room for growth
What do you like best about the product?
Being able to pull in social media data from various sources.
What do you dislike about the product?
I wish the dashboard building was similar to CX studio. it feels like a completely new platform and as far as I am aware, there is no training on how to build them.
Also, it still requires a lot of manual back checking for posts it pulls in. We have a lot of spam posts that follow a pattern of junk junk "-- buy" junk junk junk. It would be nice if we could filter out specific phrases like "--buy" but not "buy" in general.
Also, it still requires a lot of manual back checking for posts it pulls in. We have a lot of spam posts that follow a pattern of junk junk "-- buy" junk junk junk. It would be nice if we could filter out specific phrases like "--buy" but not "buy" in general.
What problems is the product solving and how is that benefiting you?
Right now we are in early stages and are just trying to look at customer feedback of different sectors of the business
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