Delighted by Qualtrics vs. Strikedeck (discontinued)

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

The system is good for Customer Success teams to get started and if all the users are updating it responsibly. There are not many checks and balances in the system so your team will have to be disciplined. The reason why I have not been generous with my rating is only because of the slow nature of support and upgrades to the product.

Incentivized

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

Incentivized

• Automating tasks within Playbooks
• Combine multiple sources of customer data
• Makes it easy to track and review customer status
• The Customer Support is outstanding - knowledgeable, helpful, responsive

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

• The knowledge base with content and videos is still work in progress.
• The support team was very responsive, but not consultative. I had to create from scratch most of the time.
• It was confusing to use.

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 think the only thing holding me back from a 10 is the fact that I don't have that next step field and integration seems to break at times.

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

When we get issues with Strikedeck, we raise it internally with the Strikedeck admin team. They then contact Strikedeck and raise a support ticket. The turnaround time is quick quick. But from my personal use of Strikedeck, I have only come across few situations where a support ticket is raised with Strikedeck.

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

The lower price was why we went with Strikedeck over Gainsight or Totango.

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

• Helps in better forecasting of revenue & customer retention.
• Provides Customer Success specific MIS.
• NPS survey help gauge customer pulse.

Incentivized