Qualtrics is the full suite, user-friendly tool that allows organizations of any size to set up and execute their experience management program. Start with a small NPS or CSAT (Customer satisfaction) survey by mail, and scale up to a multichannel, multidepartment, multi-project experience management program that lets you not only discover and monitor what your customers think and feel about your products and services, but that will also guide you in improving these experiences. You can fit in Qualtrics in any channel or experience: Mail only, triggered by any interaction on your webshop or app, or deeply integrated in your customer support processes. This way you can start small and grow towards an end to end integration accross all customer touchpoints.
While a one-off survey can collect some generic feedback, an experience program will:
In general: Use the insights that you gain by combining operational and experience data to continuously improve the overall customer experience across channels, touchpoints and departments.
Strengthen your B2B customer relationships, turn customers into advocates by delivering B2B experiences that foster loyalty, increase adoption and deliver back to the bottom line.
✔️ Real-time feedback to prioritize urgent action to improve the experience of key accounts
✔️ Monitor and optimise interactions over time through key touchpoints and channels
✔️ Improve your CX across customer's touchpoints to increase Customer Lifetime Value and loyalty
✔️ Reduce churn rate
✔️ Monitor and increase NPS on an ongoing basis to get more promoters to refer you to potential clients
Understand how your digital experiences are impacting how customers perceive and feel about you so you can fix experience gaps, create interactions that are emotionally engaging, and better connect with customers so they want to return.
✔️ Improve the performance and usage of your digital platform
✔️Understand key drivers of cart abandonment, conversion and satisfaction
✔️ Understand the additional requirements of your customers across channels or devices
✔️ Reduce complexity and increase conversion of key interactions in the customer journey
✔️ Improve customer satisfaction and loyalty
✔️ Collects real-time feedback across any digital channel and touchpoint
✔️ Engage the right people at key moments in their journeys
✔️ Monitors and identifies underperforming interactions and provides actionable insights
✔️ Seamlessly integrates into your channels
Increase revenue and loyalty with a solution for all in-location businesses including retail stores, branches, dealerships, hotels, and more.
✔️ Understand every customer interaction, even omnichannel
✔️Alert frontline staff to actions they can take in the moment
✔️ Implement location-based initiatives to improve their customer experience performance
✔️ Improve customer reviews of your locations
Built specifically for location-based businesses, CustomerXM for Locations enables location managers and operations teams to optimize in-location experiences, manage online review reputation, and empower frontline employees to deliver exceptional and consistent experiences across all locations.
Qualtrics stands out from other solutions by a combination of:
A business user can create new surveys using easy ‘drag and drop’ functions. This intuitive interface does uncover powerful functionality such as setting up personalized routing and display rules. Sections or complete surveys can be stored for re-use in the library. As a matter of fact; Qualtrics offers templates and wizards that allow you to set-up a new survey in no-time.
Data is easily exchanged with your backoffice systems, such as your CRM, ERP or Customer Data Platform, to create personalized surveys in Qualtrics and to feedback the captured information to back to your central backend systems.
Using the integrated ticketing system it is easy to set up workflows for urgent and/or important tasks. Tickets can be created automatically e.g if a customer gives a specific answer, or created by a CS employee. Alternatively you can integrate Qualtrics in your existing ticketing tool, so the process will fit in perfectly in your existing way of working.
Like no other solution, Qualtrics is capable of executing multiple programs in parallel, surveying both your employees and your customer, while keeping track on not over-asking any individual user.
Qualtrics offers a tiered license approach that makes the tool accessible to both small organizations with simple functional requirements, as well as large enterprises such as Microsoft, Volkswagen, Sony and 11.000 other brands!
Qualtrics has invested a lot in optimizing the user-friendliness of the solutions, to enable you, the business user to harness the power of the application. Osudio is the perfect partner to help you get most out of the tool.
How we assist to get most out of Qualtrics:
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