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.