Qualtrics Overview
Qualtrics is a comprehensive Experience Management (XM) platform designed to transform interactions with customers, employees, and prospects into meaningful, actionable insights. Here’s a detailed look at what the product does and its key features.
Core Functionality
Qualtrics XM Platform is built to collect feedback from multiple channels and convert it into clear, predictive insights and actionable recommendations. This platform is tailored to drive experience-led transformation across entire organizations by analyzing how customers and employees think, feel, and behave.
Key Features
Experience Management
- Customer Experience: Qualtrics helps in optimizing digital care, managing customer journeys, and enhancing overall customer satisfaction through real-time feedback and AI-driven insights.
- Employee Experience: The platform focuses on employee engagement, lifecycle analytics, and ensuring employees feel valued and aligned with company objectives.
- Market Research: It offers end-to-end market research capabilities, including deep foundational market studies, concept and message testing, and qualitative insights at scale.
AI-Driven Insights
- Conversational Feedback: Qualtrics AI transforms low-quality responses into rich, actionable data using adaptive follow-up questions.
- Text Analytics: The platform analyzes millions of data points to uncover actionable themes and narratives.
- Predictive Insights: AI delves deep into customer, employee, and prospect experiences to understand personal preferences, anticipate needs, and provide scalable recommendations.
Integration and Security
- Easy Integration: Qualtrics AI integrates with every system of record and action in your enterprise, allowing for customized integration as your business grows.
- Enterprise-Grade Security: The platform ensures enterprise-grade compliance, governance, and security, safeguarding proprietary insights and competitive advantages.
Survey and Feedback Tools
- Survey Creation: Qualtrics offers a free survey maker with pre-built templates, various question types, and advanced survey logic features such as piped text, choice randomization, and skip/display/branch logic.
- Distribution and Analysis: Surveys can be distributed via web links, social media, QR codes, and email. The platform provides reporting features, data exports, and advanced analytics to understand survey results.
Advanced Analytics and Research
- Qualitative Insights: Qualtrics allows for the collection, analysis, and sharing of insights from video feedback, video diary studies, and in-depth interviews, leveraging machine learning and AI for transcription and analysis.
- Expert Methodology: The platform includes ExpertReview, which ensures high-quality methodology, question quality, compliance, and response quality. It also offers guided solutions like Video Diaries, Conjoint, MaxDiff, and Concept Testing.
Additional Capabilities
- Manager Assist: Empowers people managers with AI-guided advice to understand and act on their team’s experiences.
- Frontline Locations Assist: Provides location-specific insights to frontline staff, reducing the time spent on closing the loop.
- Customer Care Assist: Enhances customer care with AI-recommended coaching plans for agents and real-time insights.
In summary, Qualtrics is a powerful XM platform that leverages AI to turn feedback into actionable insights, enhancing customer and employee experiences while driving business growth through strategic research and advanced analytics.