Apptentive, now part of Alchemer vs. Delighted by Qualtrics

Apptentive is well suited for getting more feedback from mobile app users. It has all the tools to ask the right questions at the right time. It's less appropriate for simply an app metrics solution. While it provides metrics other mobile platforms would be better at compiling the correct metrics needed for insights.

Incentivized

Delighted is best suited for organizations starting off with their Customer Experience journey. Off the bat, you want to start with a platform that's affordable and easy to set up. Once you've gotten the hang of running a Customer Experience program, you can move up to a more advanced platform like Qualtrics. Luckily, Qualtrics acquired Delighted a couple of years back so transitioning should be frictionless.

Incentivized

• Push notifications for app store reviews.
• Targeted interactions based on in-app events.
• Easy in-app messaging service for direct access to our support team.

Incentivized

• Simple and easy to use
• Data exporting is always nice

Incentivized

• Apptentive's metrics aren't as customizable as we would like but what it does measure it does a good job at.
• Managing multiple apps (iOS and Android) can make for extra work because you're duplicating work on Notes and Events.
• Finding the right way to interact can take multiple tests, surfacing best practices across the industry would be a help.

Incentivized

• Having the ability to add in additional questions (more of a survey) would be helpful.
• I wish there was a way to ask questions that would categorize the areas in which we need to improve. ie. "this is related to_____" and then have a drop down with different departments.

Incentivized

We run surveys every single day and have the responses fed directly into our Slack instance. Everyone in the organization (not just CX) can view and resolve any issues customers bring up without needing for them to reach out to our Customer Support team. Truly, Delighted has made the organization more customer centric by delivering the feedback right where everyone is (no PowerPoint presentations required).

Incentivized

I have nothing but good things to say about Delighted's Concierge team. They have been quick to respond and have been able to make a lot of our customization requests a reality. They're also very open to product requests and suggestions and have been quick in churning out new features ever so often.

Incentivized

We thought about Firebase, but we ultimately selected Apptentive because it is brand-agnostic. Using a Google app for an iOS application could have proved disastrous if the support for iOS had been lost down the line.

Incentivized

I chose Delighted because it offered an affordable price point to get started, yet with plenty of room to grow. We started with 2,500 contacts per month, which is more generous than competitors offer at a similar price. I also saw that Delighted could integrate with Salesforce and Intercom (plus API capabilities), so I knew we wouldn't outgrow Delighted quickly. Since Delighted has been acquired by Qualtrics, I expect that its capabilities will only increase.

Incentivized

• Apptentive has helped us increase our app store ratings which results in better listings in search results, etc.
• Apptentive has helped give us better insights from our users.
• Apptentive has helped us better manage emergencies that we can address without an App Store update now.

Incentivized

• Our organization is focused on providing outstanding customer service, and we use Delighted to survey our customers and find out how they feel we are doing. We have been able to identify problems and hiccups in our service from customer responses with Delighted, and have been able to correct and improve on those.
• As I mentioned earlier, Delighted is on the expensive side, and we have explored cheaper options. But the ease of use for our customers, and the easy to digest reporting has kept us with Delighted.

Incentivized