Qualtrics has a range of tools to help companies collect direct feedback data from surveys and unstructured data from social media, call center calls, and online reviews. The data is then analysed in real-time, giving businesses the ability to identify trends, track performance, and make data-driven decisions.
Businesses in virtually any industry can use our products with 18,750 organisations around the world use Qualtrics’s advanced AI to listen, understand, and take action to close customer and employee experience gaps, manage their brand, develop better products, and conduct market research. Our solutions help businesses gain a deeper understanding of their customers and employees, and to create experiences that drive loyalty and growth.
One of the key advantages of the Qualtrics platform is its flexibility. It can be customised to meet the specific needs of each business, and it can integrate with other software systems to streamline data management and analysis.
Qualtrics is a leading CX management platform that provides a wide range of solutions and services to help businesses understand and improve their customers' experiences. We do this with Qualtrics XM for Customer Frontlines, which allows organisations to benefit from the ultimate listening engine, predictive intelligence and analytics, and full closed-loop actioning capabilities. This lets them gain a holistic understanding of customers’ experiences and take actions that drive meaningful impact.
Qualtrics enables brands to listen to ALL their customer feedback from surveys, social media, online reviews, or call center conversations and automatically surfaces the most important insights enabling employees on the frontline to step in in real time and impact a customer journey.
Here are some of the solutions and services we offer in the CX marketplace:
Customer experience management: The Qualtrics Experience Management Platform brings real-time and historic customer experience data together to proactively suggest actions and changes that can help influence purchasing journeys on an individual basis, no matter the stage. We help organisations hear every customer’s voice, fix every broken experience, and increase customer loyalty and spend.
Customer feedback: Qualtrics XM Discover conversational analytics collects, analyses, and empowers brands to act on customer feedback across multiple channels, including email, SMS, web, mobile, and social media. Our industry leading natural language understanding capabilities enable brands to understand and score customer intent, emotions, and effort, allowing businesses to gain deeper insights into their customers' preferences, needs, and opinions. They can use this information to improve their products, services, and customer experience. Data is visualised on easy-to-understand charts with role-based dashboards and brands can automate alerts to the right teams, in the tools they use, so they can take the steps that will improve customer satisfaction, spend, and loyalty.
Customer journey mapping: With Qualtrics customers can map out and analyse the entire customer journey, from the initial touchpoint to the final purchase and beyond. This helps businesses identify pain points and opportunities for improvement, as well as track customer satisfaction and loyalty across different stages in their journey.
Voice of the Customer (VoC) programs: Our VoC programs allow businesses to put their customers at the heart of their most critical decisions with real-time insights into how customers feel at every stage in the journey. From first-time buyers to repeat customers, businesses can understand what matters most to customers so they can take action to maximise profits and drive customer loyalty and satisfaction.
Employee experience management: By improving the employee experience, businesses can also improve the customer experience, as happy and engaged employees are more likely to provide excellent customer service. Qualtrics has tools for collecting employee feedback, analysing data, and improving engagement and retention.
Our workflows seamlessly integrate with the tools and systems organisations use every day, including popular CRM software and chatbots to improve operating efficiency and increase revenue opportunities.
We’re also able to show the connection between CX metrics and business outcomes. This is thanks to mechanisms to help customers understand the ROI of their efforts. Our Business Impact Optimizer allows users to input key cost drivers, information about their existing customers (segments, current satisfaction, average spend, etc.) and then model out the impact of improvements in CX to bottom line metrics.
From a services perspective, Qualtrics performs TCO analyses in pre-sales engagements, and conducts ROI advisory services and workshops post-sales, which help customers ensure they are connecting their program to the right business metrics in order to effectively generate ROI insights.
Qualtrics XM for Customer Frontlines gives organisations complete peace of mind with an enterprise-grade platform that offers best-in-class security, compliance and manageability. With robust management tools, they can control team and department access too, ensuring the right data flows to the right people.
And we’re continuously evolving to drive insights and meaningful actions across our product, services, support and partner interactions to improve CX.