XM for Customer Experience
About XM for Customer Experience
Qualtrics CustomerXM is a customer experience management (CXM) platform designed to help businesses collect feedback from across multiple channels and improve the digital customer journey. Key features include personalized consumer insights, trend analysis, online reputation management, and behavior-based predictions.
With Qualtrics CustomerXM, users can increase customer engagement and capture feedback from multiple channels such as email, SMS, web, mobile apps, and IoT devices. Using Qualtrics’ AI tools, users can also review customer interactions from phone calls, social media, and third-party review sites. Businesses can utilize this data along with Qualtrics’ Net Promoter Scores (NPS) to analyze consumer satisfaction, create customer segments based on loyalty, and benchmark competitor scores.
Qualtrics CustomerXM’s reporting and analytics features enable managers to track all customer interactions and feedback with executive dashboards, pre-configured reports, and predictive analytics. Businesses can manage their online reputation, increase positive reviews, analyze engagement trends, and improve customer retention. Users can also monitor key consumer drivers with Qualtrics’ voice of the customer (VoC) program, which provides actionable insights into customer satisfaction and behavior patterns.
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- Industry: Education Management
- Company size: 51–200 Employees
- Used Monthly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
A Survey Suite for Evaluating User/Customer Experience
Reviewed on 2019/05/04
Qualtrics has been a helpful tool for conducting surveys across large cohorts of students for our...
Qualtrics has been a helpful tool for conducting surveys across large cohorts of students for our university. As our need to produce data increases, I'm not sure Qualtrics alone will be able to serve our needs, but for creating surveys, it has been great.
Pros
Qualtrics is an easy-to-use survey software. Based on your company or institutional needs, you can design surveys to gather information on users/students/customers. You can customize questions, and more importantly, you can customize multiple trails within the survey so survey takers can continue down the correct line of questioning.
Cons
Qualtrics is not the most aesthetically clear software out there. It takes multiple trials to make sure that the questions appear in the correct order. Our team always had to try out the surveys a few times before feeling comfortable sending out the information to our student body. In the version we used, the software also stopped at the survey level, so any data analytics we wanted from each survey, we had to use other programs to create those complex materials and means of organizing the information gathered.
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Amazing customer support! I was so impressed with the experience and support I received.
Reviewed on 2018/06/01
Customer support when I don't know how to do something myself
Customer support when I don't know how to do something myself
Pros
Generally, I find Qualtrics to be pretty intuitive, but for things that are more complex, the Customer Support team is phenomenal!
Cons
Not having a multi e-signature functionally - I'm hoping this is in the pipeline of things to add, as this could really help us minimize the number of extra surveying we have to do.
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Overall good product - Amazing customer support team, helps out fast and very efficient!
Reviewed on 2018/05/20
Pros
Qualtrics offers a broad variety to create an attractive survey with many different question types. Also, the data analysis and report functions are easy to use and have a great functionality. The customer support team is simply amazing! Helpful, fast, friendly and efficient. They even contact you via email if the problem could not be solved immediately (of course only if one agrees with being contacted).
Cons
The possibilities to export and translate the survey should be improved. Also, the design techniques (look & feel) could be created easier to use and more options would be nice.
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
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- Value for Money
- Ease of Use
- Customer Support
Great insights and support
Reviewed on 2018/03/12
Pros
Qualtrics provides a way to really seamless interactions for both the customer and administrator. The customer service they provide is also excellent and they really want to help people develop surveys to understand the buyer journey more in-depth. We were able to determine valuable insights about our customers and develop content and upgrades to meet their needs.
Cons
This is not a simple platform... which is both a pro and a con. It took me a lot of time and training to fully understand the full potential of the software. But once I understood it, it was extremely valuable. So as long as you're willing to put in the time, this is worth it.
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Weekly for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Always amazing, the customer support team go above and beyond to resolve your issue
Reviewed on 2018/04/10
Ease of use, great complex survey solutions that have many uses.
Ease of use, great complex survey solutions that have many uses.
Pros
Ease of use and functionality and ability of the support team to talk assist you to do complex tasks
Cons
I have nothing that I don't like! This is a great program with great technical support that you don't have to wait on hold for hours to access.
XM for Customer Experience FAQs
Below are some frequently asked questions for XM for Customer Experience.Q. What type of pricing plans does XM for Customer Experience offer?
XM for Customer Experience offers the following pricing plans:
- Starting from: US$1,500.00/year
- Pricing model: Free Version, Subscription
- Free Trial: Available
Contact Qualtrics for pricing information.
Q. Who are the typical users of XM for Customer Experience?
XM for Customer Experience has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does XM for Customer Experience support?
XM for Customer Experience supports the following languages:
Chinese, Dutch, English, Finnish, French, German, Irish, Italian, Japanese, Korean, Spanish, Traditional Chinese
Q. Does XM for Customer Experience support mobile devices?
XM for Customer Experience supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does XM for Customer Experience integrate with?
XM for Customer Experience integrates with the following applications:
Adobe Analytics, Annex Cloud Loyalty Experience Platform, BHN Rewards, Chattermill, ClickTale, DataGrail, Dynamics 365 Business Central, Freshdesk, Fuel Cycle, Fullstory, Glassbox, Grade.us, IVR Technology Group, Jira, Kantata, KnowledgeHound, LogRocket, Make, Marketo Engage, Medallia Agent Connect, Pendo, Quantum Metric, Reputation, ReviewTrackers, Salesforce Sales Cloud, ServiceNow, SessionCam, Slack, SocketLabs, Tableau, Tango, Tethr, Tray.io, Tremendous, UserTesting, Xoxoday, Zapier, Zendesk Suite
Q. What level of support does XM for Customer Experience offer?
XM for Customer Experience offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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