Qualtrics CustomerXM - Detailed Review
Sales Tools
Qualtrics CustomerXM - Detailed Review Contents
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Qualtrics CustomerXM - Product Overview
Qualtrics CustomerXM is a comprehensive customer experience management system that helps businesses of all sizes monitor, analyze, and improve their customer interactions. Here’s a brief overview of its primary function, target audience, and key features:
Primary Function
Qualtrics CustomerXM is designed to provide a holistic view of customer experiences across all touchpoints. It enables businesses to collect and analyze both structured and unstructured customer feedback, predict future customer behavior, and take actionable steps to enhance customer satisfaction and loyalty.Target Audience
The target audience for Qualtrics CustomerXM includes small to large-sized businesses across various industries. It is particularly beneficial for companies that prioritize customer experience as a key differentiator and seek to improve customer loyalty, spend, and overall satisfaction.Key Features
Customer Feedback and Surveys
Qualtrics CustomerXM allows businesses to launch surveys, collect feedback, and share reviews on social media channels. It powers over 1 billion surveys annually, providing powerful customer insights and transformational results.Analytics and Segmentation
The platform uses advanced experience analytics and AI to segment customers based on their experiences, behaviors, and demographics. This includes the ability to create rich customer profiles using Qualtrics Experience iD, which captures every signal across every channel.Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
Qualtrics CustomerXM helps measure, analyze, and improve NPS and CSAT across the organization, providing insights into customer loyalty and satisfaction.Omnichannel Experience
The system offers an omnichannel approach, allowing businesses to understand and improve customer experiences across all touchpoints, including websites, mobile apps, and contact centers.Automation and Actionability
It features automated workflows that drive the next best actions and close the loop with customers. Predictive, driver, and root-cause capabilities help determine which experiences and behaviors impact outcomes.Integration
Qualtrics CustomerXM integrates seamlessly with various mission-critical systems such as Salesforce, SAP, JIRA, Adobe, Zendesk, and more, saving time and breaking down silos.Reputation Management
The platform includes tools for managing online reputation by understanding and addressing customer feedback from various channels. By leveraging these features, businesses can gain a comprehensive view of their customers’ experiences, predict future behaviors, and take targeted actions to enhance customer loyalty and spend. Qualtrics CustomerXM - User Interface and Experience
User Interface of Qualtrics CustomerXM
The user interface of Qualtrics CustomerXM, particularly in its AI-driven sales tools category, is designed to be intuitive and user-friendly, focusing on simplifying the process of managing and improving customer experiences.Centralized Platform
Qualtrics CustomerXM offers a single platform where all customer experience interactions are centralized and analyzed. This allows users to view and manage customer feedback, behaviors, and sentiments in one place, making it easier to track and act on customer data.Automated Workflows
The platform features automated workflows that drive the next best actions and close the loop with customers. This automation helps reduce manual tasks, allowing teams to focus on more strategic activities. For instance, automated scoring of customer interactions helps in identifying coaching opportunities and improving customer service quality.Omnichannel Capabilities
Qualtrics CustomerXM provides an omnichannel view of customer experiences, enabling users to understand and improve interactions across all touchpoints. This holistic view ensures that users can see the entire customer journey and make informed decisions to enhance customer satisfaction.AI-Powered Insights
The platform leverages advanced AI to analyze customer feedback and interactions. With over 150 expertly-trained AI models, Qualtrics can deliver personalized and relatable experiences at scale. These AI tools help in surfacing emotions, drivers, and sentiments from both solicited and unsolicited data, providing actionable insights to key parties within the organization.Ease of Use
The interface is structured to be user-friendly, with features like real-time analytics and insights that are easy to interpret. The automated quality management solution, for example, scores every interaction in real time, reducing the time spent on analyzing dashboards and listening to calls. This makes it simpler for teams to identify coaching opportunities and improve customer service.User Experience
The overall user experience is enhanced by the ability to create rich customer profiles and dynamically build customer segments based on their experiences. This personalization at scale helps in delivering exceptional customer experiences. Additionally, the platform’s ability to recognize and reward great customer service at scale fosters a customer-centric culture and improves agent engagement.Real-Time Coaching and Actions
Qualtrics CustomerXM equips agents and managers with AI-powered insights and tools for continuous improvement. Real-time coaching and recommended actions help agents improve their performance, enhancing both productivity and customer experience. The Location Experience Hub further captures and analyzes location-level insights, enabling local teams to tailor experiences that build loyalty.Conclusion
In summary, the user interface of Qualtrics CustomerXM is designed to be intuitive, automated, and AI-driven, making it easy for users to manage and improve customer experiences across all touchpoints. The platform’s focus on automation, omnichannel capabilities, and AI-powered insights ensures a seamless and effective user experience. Qualtrics CustomerXM - Key Features and Functionality
Qualtrics CustomerXM Overview
Qualtrics CustomerXM is a comprehensive customer experience management system that leverages advanced AI and machine learning to enhance customer interactions and business outcomes. Here are the main features and how they work, along with the benefits of each:Net Promoter Score (NPS) Tracking
Qualtrics CustomerXM allows businesses to measure, analyze, and improve their Net Promoter Score (NPS) across the organization. This feature helps in gauging customer loyalty and satisfaction by collecting feedback through surveys and other channels. The AI-driven analytics provide insights into what drives customer satisfaction and loyalty, enabling companies to make data-driven decisions.Audience Segmentation
The platform enables dynamic building of customer segments and profiles based on the experiences customers have with the brand. AI helps in analyzing customer data to create personalized segments, allowing for more targeted marketing and customer service strategies. This segmentation is crucial for delivering relevant and personalized experiences at scale.Communication Management
Qualtrics CustomerXM includes tools for managing communications across various channels, such as email, social media, and contact centers. AI-powered features like Real-Time Agent Assist and Automated Call Summaries help agents understand customer needs and history, leading to more efficient issue resolution and improved customer service.Survey Design and Feedback Collection
The platform allows marketers to launch surveys, collect feedback, and share reviews on social media channels. AI-driven tools like Comment Summaries and Conversational Dashboards summarize thousands of comments in seconds, helping teams quickly identify topics and themes. This streamlines the analysis process and ensures anonymity, making it easier to gather and act on customer feedback.Customer Analytics
Qualtrics CustomerXM provides advanced customer analytics powered by AI. It includes features like “Always-on Listening” which helps in understanding what people are saying about the brand across all channels. The platform tunes into every word, on every channel, providing real-time insights into customer behavior and sentiment. This enables businesses to respond quickly to customer needs and improve overall customer satisfaction.Customer Satisfaction (CSAT) and Reputation Management
The system measures, analyzes, and improves Customer Satisfaction (CSAT) scores. Additionally, it offers reputation management tools to understand and manage the brand’s online reputation. AI analytics help in identifying areas that need improvement and in taking proactive measures to enhance customer satisfaction and reputation.Omnichannel Experience
Qualtrics CustomerXM provides a holistic view of customer experiences across all touchpoints, whether virtual or physical. AI helps in integrating feedback from various channels, ensuring a seamless and consistent customer experience. This omnichannel approach allows businesses to improve customer interactions at every stage of the customer journey.Automation and Predictive Capabilities
The platform includes automated workflows that drive the next best action and close the loop with customers. AI-powered predictive, driver, and root-cause capabilities help determine which experiences and behaviors impact outcomes. This automation streamlines processes, reduces manual tasks, and ensures that the right actions are taken based on real-time insights.Integration with Other Systems
Qualtrics CustomerXM integrates seamlessly with mission-critical systems such as Salesforce, SAP, JIRA, Adobe, Zendesk, and more. This integration saves time, breaks down silos, and ensures that all CX interactions are centralized and analyzed in one place.AI-Driven Personalization
With over 150 expertly-trained AI models driven by a vast collection of sentiment and experience data, Qualtrics enables brands to deliver more personalized and relatable experiences at scale. AI helps in understanding changing markets, customer behavior, and sentiment with real-time analytics and insights, ensuring that customer experiences are personalized and engaging.Frontline XM Solutions
Qualtrics’ latest solutions, including Frontline XM, leverage AI to support frontline employees in delivering quality customer experiences. These solutions provide real-time suggestions, predictions, and assistance to frontline teams, ensuring empathetic, fast, and scalable customer experiences. This is particularly useful for contact center agents and those involved in customer-facing roles.Conclusion
These features collectively help businesses in creating exceptional customer experiences, improving customer loyalty, and driving meaningful business impact through the use of advanced AI and machine learning technologies. Qualtrics CustomerXM - Performance and Accuracy
Performance
Qualtrics CustomerXM is highly regarded for its ability to enhance customer experience through advanced AI tools. Here are some strengths:Personalization and Engagement
The platform uses over 150 expertly-trained AI models to deliver personalized and relatable customer experiences at scale. This helps in increasing engagement and boosting retention rates.Real-Time Analytics
The platform provides real-time analytics and insights, enabling businesses to understand changing markets, customer behavior, and sentiment. This real-time data helps in streamlining customer journeys for maximum ROI.Integrated Platform
Qualtrics XM allows for the integration of customer experience data with other elements of the business, enabling comprehensive analysis and actionable insights across the organization.Accuracy
The accuracy of Qualtrics CustomerXM is supported by several features:Statistical Analysis
The platform ensures the correctness of statistical tests through rigorous testing and verification processes. This involves more than just unit and integration testing to ensure that the algorithms provide accurate insights.Data Analysis
Qualtrics XM enables deep and relevant insights from both experience (X) and operational (O) data, which is crucial for making informed business decisions.Limitations and Areas for Improvement
Despite its strengths, there are some limitations and areas where Qualtrics CustomerXM can improve:Reporting Limitations
The new reporting features have some limitations, such as data tables in matrix questions only calculating percentages based on column totals, not row totals. Additionally, text entry responses are limited to 100 entries, and full reports cannot be exported to Word documents, only PDFs.Customer Support
There have been reports of inconsistent quality in customer support, with some users experiencing delays and a lack of knowledge from support agents. This can be frustrating, especially for critical issues that require prompt resolution.Feature Requests
Users have suggested several feature improvements, such as the ability to export reports to Word with proper recognition of charts and graphs, and lifting the limit on text entry responses. In summary, Qualtrics CustomerXM performs well in terms of personalization, real-time analytics, and integrated data analysis, but there are areas for improvement, particularly in reporting capabilities and customer support consistency. Addressing these limitations can further enhance the overall performance and accuracy of the platform. Qualtrics CustomerXM - Pricing and Plans
Pricing Overview
Qualtrics CustomerXM, a part of the Qualtrics experience management platform, has a pricing structure that is flexible and based on various factors such as the number of users, survey responses, and the specific features required. Here’s a detailed outline of the pricing and plans.Pricing Models
Qualtrics does not publicly list exact pricing on their website, so you typically need to contact them for a personalized quote based on your specific needs.CoreXM Pricing (General Research Platform)
While not exclusively CustomerXM, the CoreXM platform, which is part of the Qualtrics suite, provides a general idea of the pricing tiers:- Tier 1: Offers up to 6,000 responses and 1 user account, priced at £4,195 annually (via G-cloud pricing).
- Tier 5: Offers up to 100,000 responses and 50 user accounts, priced at £49,932 annually (via G-cloud pricing).
Digital Experience Pricing (Relevant to CustomerXM)
For the Digital Experience platform, which is more relevant to CustomerXM, the pricing varies based on response limits, user counts, and feature levels:- Feature Levels: CX1, CX3, and CX5, each with different feature sets.
- Lowest Option: Up to 2,500 responses, priced at £6,660 (CX1), £11,655 (CX3), and £14,985 (CX5) annually.
- Highest Option: Up to 500,000 responses, priced at £150,960 (CX1), £264,180 (CX3), and £339,660 (CX5) annually.
- Additional charges apply for user licenses, ranging from £370 for 5 users to £51,800 for 1,000 users.
Specific Plans for CustomerXM
Qualtrics offers several plans that are more specific to customer experience management:- Frontline Digital: Focuses on real-time feedback, digital experience analytics, and customer journey optimization. Pricing is based on digital interactions such as survey responses.
- Frontline Care: Includes customer analytics and quality management software, with pricing based on customer care interactions (e.g., survey responses, call records, chat conversations, and emails).
Features by Plan
Each plan includes different features:- Frontline Digital: Real-time feedback, digital experience analytics, and customer journey optimization.
- Frontline Care: Customer analytics and quality management software.
- Other plans like People Engage, People Lifecycle, and People Analytics are more focused on employee experience but can be relevant in a broader customer experience strategy.
Free Options
Qualtrics offers a free survey account that allows users to experience the platform’s basic features:- This account allows you to build a survey, distribute it, collect a few responses, and use basic reporting tools.
- However, there are significant limitations, such as no workflows, no API or third-party integrations, and limited support. Free accounts are deleted after 13 months of inactivity.
Free Trial
Qualtrics also provides a free 30-day trial for their professional-grade products, allowing you to test advanced features before committing to a purchase.Conclusion
In summary, Qualtrics CustomerXM pricing is highly customizable and depends on the specific needs of your organization, including the number of users, responses, and the features you require. For precise pricing, it is necessary to contact Qualtrics directly. Qualtrics CustomerXM - Integration and Compatibility
Qualtrics CustomerXM Overview
Qualtrics CustomerXM, part of the Qualtrics Experience Management (XM) platform, is designed to integrate seamlessly with a variety of tools and systems to enhance customer experience management. Here are some key points on its integration and compatibility:CRM and Customer Service Integrations
Qualtrics CustomerXM can be integrated with popular customer relationship management (CRM) systems such as Salesforce and Zendesk. For example, the Salesforce integration allows you to link Qualtrics Social Connect users to existing Salesforce entities, create new entities, and generate Salesforce tasks or cases from Qualtrics contacts.Other Software Integrations
Qualtrics offers a range of extensions that allow integration with various software tools. These include:Hubspot
Create and update deals, contacts, tickets, and companies based on survey responses.Jira
Create and update issues based on events in Qualtrics surveys or tickets.Marketo
Create unique links in Qualtrics and store them in lead fields in Marketo.Microsoft Dynamics
Link accounts to Qualtrics surveys for Response Mapping and Web to Lead capabilities.ServiceNow
Create and update records in ServiceNow and update customer contact information from survey responses.Communication and Collaboration Tools
Qualtrics can also integrate with communication and collaboration tools like Slack, allowing you to send surveys directly in Slack or send messages to Slack when survey responses are completed.Review and Feedback Platforms
The platform integrates with review platforms such as gominga, enabling your team to respond to reviews from multiple platforms like the Apple App Store, Google Play Store, Google Reviews, and more from a single place.Data Analytics and Visualization
Qualtrics data can be integrated with tools like Tableau to build powerful visualizations, helping you get the most out of your survey results.Custom Integrations
For software not listed, Qualtrics provides the option to build custom extensions using their API. This allows you to automate processes and pass data between Qualtrics and external systems. The Qualtrics Developer Portal supports developing and sharing custom extensions within your organization.Cross-Platform Compatibility
The Qualtrics XM platform is accessible via different URLs for its various apps, ensuring that each component can be used independently or integrated as needed. This includes access to Qualtrics Platform, Customer Journey Optimizer, XM Discover, and Qualtrics Social Connect, each with unique user accounts and URLs.AI-Driven Insights
The platform leverages AI to analyze data from multiple channels, providing predictive insights and actionable recommendations. This AI-driven capability enhances the integration by automatically categorizing social media mentions, analyzing text data, and generating summaries of experience gaps across the customer journey.Conclusion
In summary, Qualtrics CustomerXM is highly versatile and compatible with a wide range of tools and platforms, making it a comprehensive solution for managing customer experiences effectively. Qualtrics CustomerXM - Customer Support and Resources
Comprehensive Customer Support Options
When using Qualtrics CustomerXM, you have several comprehensive customer support options and additional resources at your disposal.Contacting Support
To get technical support, you can contact the Qualtrics Support Team through the Customer Success Hub. Here’s how you can do it:- Log into your Customer Success Hub and click on Contact Us.
- Select Get technical support.
- Choose the product area you need help with, and you can hover over each area to see an image and description.
- Select your preferred contact method: Chat, Email, or Phone.
Support Methods
- Chat Support: Available on weekdays (Monday through Friday) from 7 AM to 4:30 PM MT, primarily in English, with Spanish support for the Survey Platform. This is a quick way to get help during business hours.
- Email Support: Available 24/7 for all products. You can submit a form describing your issue or questions.
- Phone Support: Available 24/7. You provide your phone number, language preference, email address, and a subject line, and the support team will call you back. Phone support is also available in multiple languages, including Portuguese, German, French, Italian, Dutch, and Japanese, during specific hours.
Additional Support for Enterprise Users
If you have an Enterprise Support package, you have additional options:- Email and Phone support are available 24/7.
- Scheduled Conference Call: You can schedule a conference call with a support specialist, which includes the option for screen sharing. This is only available for certain product areas and licenses.
Resources
Qualtrics provides a wealth of resources to help you get the most out of their products:- Support Site Articles: Over 1,000 free-to-use articles covering various topics from getting started to advanced use cases.
- Product Roadmap: A monthly update on features in development, using the same product icons as the support site.
- Product Release Notes: Information on recently released and upcoming features available on the XM Community.
- XM Community: A platform where you can engage with other users, ask questions, and share knowledge.
Account Services Support
For questions related to your Qualtrics license, such as invoicing, vendor and security forms, or product usage, you can contact the Account Services team through the Customer Success Hub. This is accessible to Brand Administrators, billing contacts, and primary contacts. These resources and support options are designed to ensure you have the help you need to effectively use Qualtrics CustomerXM and address any issues promptly. Qualtrics CustomerXM - Pros and Cons
Advantages of Qualtrics CustomerXM
Qualtrics CustomerXM offers several significant advantages that make it a powerful tool for managing and improving customer experiences.Comprehensive Data Collection
Qualtrics allows you to collect and unify data from multiple sources, including surveys, calls, chats, social media, and reviews. This provides a 360-degree view of the customer experience, enabling businesses to gather insights from various channels and interactions.Advanced AI and Analytics
The platform leverages advanced AI and Natural Language Processing (NLP) to analyze diverse data types, offering real-time insights. This capability helps organizations make data-driven decisions and proactively address customer needs.Omnichannel Experience Management
Qualtrics enables businesses to deliver exceptional customer experiences across all touchpoints, whether digital or physical. It helps in tracking key metrics like website traffic, conversion rates, and customer feedback, allowing for the optimization of website design, content personalization, and customer support.Personalized Customer Interactions
With Qualtrics, you can dynamically build customer segments and profiles based on their experiences. This allows for personalized interactions at scale, enhancing customer engagement and retention.Real-Time Feedback and Action
The platform turns real-time website and app feedback into actionable insights, helping teams create digital experiences that convert and grow revenue. It also transforms negative feedback into recovery strategies with targeted follow-up questions.Integrated Systems
Qualtrics integrates seamlessly with various mission-critical systems such as Adobe, Zendesk, Salesforce, and more, saving time and breaking down silos within the organization.Customer Service Enhancement
Qualtrics makes your contact center a competitive advantage by providing AI-powered quality management solutions. It scores every interaction in real-time, improves coaching, reduces bias, and mitigates risk.Disadvantages of Qualtrics CustomerXM
While Qualtrics CustomerXM is a powerful tool, it also has some notable disadvantages.Complex User Interface
The user interface of Qualtrics XM can be complex, presenting a steep learning curve for new users. This complexity can lead to frustration and inefficiency, as users find it challenging to locate features or understand how to use them effectively.Poor Data Management and Integration
Users often face difficulties with managing and integrating data from other software. The platform lacks intuitive tools for bulk data manipulation, and handling missing data can be unclear. Integrating external data sources or exporting data can also be cumbersome.Customer Service and Support Limitations
Qualtrics’ customer service and technical support can be inconsistent. Users may struggle to find comprehensive solutions in the knowledge base or community forums and may need to rely heavily on direct contact methods, which can be time-consuming.Performance Issues
The platform can experience slow performance, particularly when loading report interfaces for large datasets. This can delay data analysis and hinder the efficiency of deriving insights. Additionally, managing contact data and analyzing open-ended responses can be slow and unintuitive.Limited Customization Options
Qualtrics XM has limited customization options, which can be a drawback for users who need more flexibility in configuring surveys or analyzing data according to their specific needs. By considering these advantages and disadvantages, businesses can make informed decisions about whether Qualtrics CustomerXM aligns with their needs and goals. Qualtrics CustomerXM - Comparison with Competitors
When comparing Qualtrics CustomerXM with other AI-driven sales and customer experience tools, several key aspects and alternatives come into focus.
Qualtrics CustomerXM Unique Features
- Omnichannel Data Collection: Qualtrics CustomerXM allows for the collection of customer feedback across all touchpoints, including email, messaging, voice, and other channels. This holistic view helps in creating personalized customer interactions and improving overall customer experiences.
- Advanced Predictive Analytics: The platform uses the Qualtrics iQ engine for real-time predictive analytics, enabling businesses to identify and address issues proactively. It also integrates operational data from existing CRM systems to enhance customer care experiences.
- Automated Workflows and Actions: Qualtrics CustomerXM features automated workflows that drive the next best actions and close the loop with customers. This includes predictive, driver, and root-cause capabilities to determine which experiences and behaviors impact outcomes.
- Integration with Mission-Critical Systems: The platform seamlessly integrates with systems like Adobe, Zendesk, Salesforce, Genesys, and HubSpot, saving time and breaking down silos.
Alternatives and Competitors
Medallia
- Focus on Real-Time Feedback: Medallia is another strong competitor in the customer experience management space. It emphasizes real-time feedback collection and analysis, helping businesses respond quickly to customer needs. While it shares some similarities with Qualtrics in terms of omnichannel feedback collection, Medallia’s strength lies in its ability to provide immediate insights.
GetFeedback
- Simplicity and Ease of Use: GetFeedback is known for its user-friendly interface and ease of implementation. It integrates well with Salesforce and other CRM systems, making it a good option for businesses looking for a more straightforward customer feedback solution. However, it may not offer the same level of advanced analytics as Qualtrics.
Alchemer
- Customization and Flexibility: Alchemer (formerly SurveyGizmo) offers high customization options for surveys and feedback collection. It is a good alternative for businesses that need a flexible and adaptable solution. While it has strong survey capabilities, it might not match the comprehensive analytics and automation features of Qualtrics.
AI-Driven Sales Tools with Overlapping Capabilities
Salesforce
- Einstein Analytics: Salesforce, particularly with its Einstein suite, offers AI-driven sales tools that include predictive analytics, lead scoring, and conversation insights. While it is more focused on sales engagement and CRM, it can integrate with customer experience tools to provide a unified view of the customer. Salesforce’s pricing starts at $25 per user per month for small businesses and can go up to $500 per user per month for enterprises.
Gong.io
- Revenue Intelligence: Gong.io combines customer interaction data with AI analysis to provide revenue intelligence. It logs buyer actions, generates automated takeaways from calls and emails, and suggests action items for follow-up. Gong.io is more specialized in sales intelligence but can complement customer experience tools by providing deeper insights into customer interactions.
HubSpot Sales Hub
- AI-Powered Sales Engagement: HubSpot Sales Hub offers AI-powered tools for sales engagement, including lead qualification, automated follow-up tasks, and sales analytics. It integrates well with other HubSpot products and over a thousand other platforms, providing a holistic view of the buyer. Pricing starts at $15 per seat per month for the Starter plan and goes up to $150 per seat per month for the Enterprise plan.
Each of these tools has unique strengths and can be chosen based on the specific needs of the business. For example, if a business requires deep predictive analytics and automated workflows specifically for customer experience management, Qualtrics CustomerXM might be the best choice. However, if the focus is more on sales engagement and CRM integration, tools like Salesforce or HubSpot Sales Hub could be more suitable.
Qualtrics CustomerXM - Frequently Asked Questions
Frequently Asked Questions about Qualtrics CustomerXM
1. What is Qualtrics CustomerXM and what does it do?
Qualtrics CustomerXM is a cloud-based customer experience management system that helps businesses monitor customer interactions, forecast purchase behavior, and improve the digital customer journey. It allows users to collect feedback from multiple channels such as email, SMS, web, mobile apps, and IoT devices, and analyze this data to enhance customer engagement and satisfaction.
2. What are the key features of Qualtrics CustomerXM?
Key features include net promoter score (NPS) tracking, audience segmentation, communication management, survey design, and digital CX capabilities. The platform also offers online reputation management, behavior-based predictions, trend analysis, and personalized consumer insights. Additionally, it provides executive dashboards, pre-configured reports, and predictive analytics to track customer interactions and feedback.
3. How does Qualtrics CustomerXM collect and analyze customer feedback?
Qualtrics CustomerXM collects feedback from various channels, including email, SMS, web, mobile apps, IoT devices, phone calls, and social media. It uses AI tools to review these interactions and provide insights through its voice of the customer (VoC) program. The platform also allows for the creation of customer segments based on loyalty and other criteria, and it benchmarks competitor scores.
4. Can Qualtrics CustomerXM integrate with other systems and platforms?
Yes, Qualtrics CustomerXM integrates seamlessly with third-party platforms such as SAP, Salesforce, JIRA, Adobe, Zendesk, Genesys, and Hubspot. This integration helps in centralizing CX interactions and automating workflows within existing systems.
5. What is the pricing for Qualtrics CustomerXM?
The starting price for Qualtrics CustomerXM is $1500 per year, and there is a free trial available. However, the exact pricing can vary based on the specific features and the size of the business. For a personalized offer, it is recommended to contact Qualtrics directly.
6. How does Qualtrics CustomerXM help in managing online reputation?
Qualtrics CustomerXM includes features for online reputation management, allowing businesses to monitor and manage their online reviews and social media feedback. It helps in increasing positive reviews, analyzing engagement trends, and improving customer retention.
7. Can Qualtrics CustomerXM automate workflows and actions?
Yes, Qualtrics CustomerXM offers automated workflows to drive the next best action and close the loop with customers. It uses predictive, driver, and root-cause capabilities to determine which experiences and behaviors impact outcomes, enabling proactive customer engagement strategies.
8. How does Qualtrics CustomerXM use AI in its operations?
Qualtrics CustomerXM leverages AI to surface insights from customer interactions, analyze feedback, and provide actionable insights. The AI tools help in reading CX dashboards to offer relevant insights, and users can provide feedback to further train the AI model.
9. What kind of reporting and analytics does Qualtrics CustomerXM offer?
The platform provides executive dashboards, pre-configured reports, and predictive analytics to track all customer interactions and feedback. It also includes real-time reporting, activity tracking, and sentiment analysis to help managers make informed decisions.
10. Is there a free version or trial available for Qualtrics CustomerXM?
Yes, there is a free trial available for Qualtrics CustomerXM, allowing users to test the platform before purchasing. Additionally, there is a free version available, although the features may be limited compared to the paid versions.
Qualtrics CustomerXM - Conclusion and Recommendation
Final Assessment of Qualtrics CustomerXM
Qualtrics CustomerXM is a comprehensive and powerful customer experience management system that offers a wide range of features to help businesses of all sizes, particularly enterprise brands, manage and improve their customer interactions.Key Features and Capabilities
- Omnichannel Feedback Collection: Qualtrics XM allows businesses to collect both structured and unstructured feedback from customers across every channel of the customer journey.
- Advanced Analytics and AI: The platform uses advanced experience analytics and AI to analyze customer feedback, build dynamic customer segments, and predict which experiences and behaviors impact business outcomes.
- Automation and Actionability: It features automated workflows to drive the next best actions and close the loop with customers, ensuring that insights are translated into meaningful business actions.
- Integration: Qualtrics CustomerXM integrates seamlessly with various mission-critical systems such as SAP, Salesforce, JIRA, Adobe, and Zendesk, which helps in breaking down silos and saving time.