Customer Frontlines

Customer Frontlines

Customer experience management (CXM) platform

About Customer Frontlines

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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Customer Frontlines Software - Qualtrics CustomerXM expert review
Customer Frontlines Software - Qualtrics CustomerXM in app feedback
Customer Frontlines Software - Qualtrics CustomerXM survey
Customer Frontlines Software - Qualtrics CustomerXM voice analytics dashboard
Customer Frontlines Software - Qualtrics CustomerXM mobile app interface
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Customer Frontlines video
Customer Frontlines Software - Qualtrics CustomerXM expert review
Customer Frontlines Software - Qualtrics CustomerXM in app feedback
Customer Frontlines Software - Qualtrics CustomerXM survey
Customer Frontlines Software - Qualtrics CustomerXM voice analytics dashboard
Customer Frontlines Software - Qualtrics CustomerXM mobile app interface

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Customer Frontlines

4,7 (246)
VS.
Highly reviewed

Starting Price

No pricing found
US$9,99
month

Pricing Options

Free version
Free trial
Free version
Free trial

Features

144
17

Integrations

40
1

Ease of Use

4,4 (246)
4,5 (1 150)

Value for Money

4,5 (246)
4,4 (1 150)

Customer Service

4,7 (246)
4,4 (1 150)
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Reviews

Overall rating

4,7 /5
(246)
Value for Money
4,5/5
Features
4,5/5
Ease of Use
4,4/5
Customer Support
4,7/5

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Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 246
Verified Reviewer
Overall rating
  • Industry: Higher Education
  • Company size: 5 001–10 000 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Student Researcher Feels Supported

Reviewed on 2019/02/11

Pros

Qualtrics has a nice interface and many different features that I do not realize I need or want until I need or want them. For example, Qualtrics has the simple ability to link surveys through strings, can help eliminate ineligible people from the survey and has various formats for export data. The questionnaire library is extremely helpful for me to find questions I created that I want to use repeatedly or common questions like sociodemographics. The various question types give me the flexibility to try different displays.

Cons

I am limited in some design elements. This may be partially due to my university's branding. I have not figured out how to control formatting from a master control so sometimes correcting different fonts and font sizes can be painstaking.

Ramya
Overall rating
  • Industry: Research
  • Company size: 11–50 Employees
  • Used for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Secure survey management platform

Reviewed on 2021/07/26

We conduct trainings for journalists and use Qualtrics to get anonymized feedback and suggestions...

We conduct trainings for journalists and use Qualtrics to get anonymized feedback and suggestions and to conduct pre-test, post-test and follow-up surveys. For this, multi-modal administration is important- including through emails and through personal messages. Qualtrics lets you track this infomration.

Pros

-Data presentation- visuals, reports, spreadsheet
-Personalized and blinded survey links
-Automated features to send survey timed reminders through different channels
-Automated features to customize and send Thank you notes.

Cons

Pricey- We use it through institutional license.

Rajan
Overall rating
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

I have been using qualtrics for a year now. I am a happy customer. It has a unique appeal.

Reviewed on 2017/10/05

Pros

Flexibility. "Multiple choice" or "Matrix", everything works perfect. I also like the "Rich content editor" for editing the content. Another cool thing is you can add your own pictures if you so wish. My best application is the "side-by-side' table. It is awesome and saves a lot of space.

Cons

I wish it could support more editable diagrams. For example, I wanted to put an actual "Euroqol thermometer", a vertical thermometer-like scale from 0 to 100 to capture patient's/customer's well-being but I couldn't. I had to be content with a horizontal 'slider' that looks pretty but it does not fulfill the requirement of a standard survey where the actual picture is expected. In addition, I wish it would be possible to have a tick mark for a single choice apart from the awesome looking choice of radio buttons. But I think there is always a trade-off involved in the life as well as in the surveys.

Kenneth
Kenneth
Overall rating
  • Industry: Research
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Good for low-medium complexity surveys

Reviewed on 2022/04/13

Overall it's been a very good experience. Easy to pick up and doesn't take very long to master it.

Overall it's been a very good experience. Easy to pick up and doesn't take very long to master it.

Pros

It's very easy to learn and master. There is good online help available and a lot of user groups.

Cons

I wish it was more customizable. I feel "stuck" in many ways having to use it in a certain way.

Verified Reviewer
Overall rating
  • Industry: Higher Education
  • Company size: 1 001–5 000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Something to definitely write home about!

Reviewed on 2018/10/26

One of the BEST parts of my Qualtrics experience has been with it's customer service helpers. I...

One of the BEST parts of my Qualtrics experience has been with it's customer service helpers. I have never before had people with so much patience, kindness, or knowledge be able to walk me through how to use a system before. I have never had to wait to speak to a representative and have never had an experience anything less than ideal.

Pros

I love this software because of the ease of use, the pleasing aesthetic, and the multiple capabilities it has to collect data in so many ways!

Cons

I would appreciate it if you could time the whole survey so that in situations where only participants who took over 30 minutes receive a credit through an outside program.

Showing 5 reviews of 246 Read all reviews

Customer Frontlines FAQs

Below are some frequently asked questions for Customer Frontlines.

Customer Frontlines offers the following pricing plans:

  • Starting from:
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

Contact Qualtrics for pricing information.

Customer Frontlines has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

Customer Frontlines supports the following languages:

Chinese, Dutch, English, Finnish, French, German, Irish, Italian, Japanese, Korean, Spanish, Traditional Chinese

Customer Frontlines supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Customer Frontlines integrates with the following applications:

Adobe Analytics, Annex Cloud Loyalty Experience Platform, BHN Rewards, Chattermill, ClickTale, DataGrail, Decibel Insight, Dynamics 365 Business Central, Freshdesk, Fuel Cycle, FullStory, Genesys, 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

Customer Frontlines offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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