Intouch Insight vs. Delighted by Qualtrics

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Intouch Insight
Score 6.0 out of 10
N/A
Intouch Insight offers a portfolio of customer experience management (CEM) products and services that promise to help global brands delight their customers, strengthen brand reputation and improve financial performance. Intouch was founded in 1992 and works with over 300 brands in North America, offering its CEM software and services which include: customer experience management software survey software mobile forms software mystery shopping…N/A
Delighted by Qualtrics
Score 8.6 out of 10
Small Businesses (1-50 employees)
Delighted is a tool for gathering real time, actionable feedback from customers via email, web or SMS. Delighted uses the Net Promoter System to measure the customer journey, and takes care of aspects of the customer feedback process from collection and analysis, through notification and distribution. Delighted aims to be the single source to manage surveys for customers, partners, vendors and employees. This is to enable organizations of all sizes to create a customer-centric organization, …
$25
Pricing
Intouch InsightDelighted by Qualtrics
Editions & Modules
No answers on this topic
Survey 100 people/month
$25
Survey 750 people/month
$49
Survey 2500 people/month
$99
Survey 5000 people/month
$149
Survey 10,000 people/month
$249
Offerings
Pricing Offerings
Intouch InsightDelighted by Qualtrics
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details10% discount with annual payment. Contact the vendor at hello@delighted.com for custom pricing.
More Pricing Information
Community Pulse
Intouch InsightDelighted by Qualtrics
Top Pros

No answers on this topic

Top Cons

No answers on this topic

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Intouch InsightDelighted by Qualtrics
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User Ratings
Intouch InsightDelighted by Qualtrics
Likelihood to Recommend
6.0
(1 ratings)
9.0
(5 ratings)
Usability
-
(0 ratings)
9.0
(1 ratings)
Support Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Intouch InsightDelighted by Qualtrics
Likelihood to Recommend
InTouch Insight Inc.
Intouch Insights is great for companies needing to a deeper look at their customer base without the need to pay for a consultant to do it. Intouch does enable you to reach people on all platforms (desktop, mobile, tablet) and lets you create a decent experience too. If you're a small marketing team, make sure you allow the appropriate time span to set up and use the software as it can eat into time.
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Qualtrics
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.
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Pros
InTouch Insight Inc.
  • Compatible with most smartphones: Our forms can be viewed and used on almost every smartphone. Some outliers may be phones that are not up-to-date on software.
  • Variety: We can make an array of form types enabling us to really update our mobile experience. We also have a good selection of question types to use to build out engaging forms rather than stale ones.
  • Simple to use: The builder interface is really simple to use. You can drag your questions to shake up the order, add images if needed, and you can even provide a question description to give users more detail.
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Qualtrics
  • Simple and easy to use
  • Data exporting is always nice
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Cons
InTouch Insight Inc.
  • Data can be "collected" offline: If the person uses the form offline, it's supposed to sync with our software after they come online. We've found that it doesn't always sync well and we have to use incomplete data or trash the form fill as a whole.
  • Set up is a little challenging: We had to work with a customer rep along with reading the help forum to get this set up the way we wanted it to be, causing us to use up time we didn't originally allot to it.
  • Issue alerts: While it does work most of the time, we have had a few hiccups with the issue alert functionality. We would actually find the issue or be informed of the issue before the software alerted us.
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Qualtrics
  • 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.
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Usability
InTouch Insight Inc.
No answers on this topic
Qualtrics
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).
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Support Rating
InTouch Insight Inc.
No answers on this topic
Qualtrics
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.
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Alternatives Considered
InTouch Insight Inc.
Compared to InTouch, these three look like amateurs. They are far too simple and do not have the mobile capability and mobile display appearance as InTouch. While they are cheaper alternatives, you'd be losing out on a lot of key benefits, especially with analytics, that InTouch delivers to its users.
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Qualtrics
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.
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Return on Investment
InTouch Insight Inc.
  • Positive: More reliable answers in a neater presentation.
  • Positive: Creation of more forms without adding more time, leading to more insights.
  • Positive: Reduction in cost on materials (paper, pens, etc) which equals the cost of the software.
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Qualtrics
  • 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.
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ScreenShots

Delighted by Qualtrics Screenshots

Screenshot of See customer feedback at a glance; responsive for mobileScreenshot of Customer trends and saved feedback from different customer segmentsScreenshot of Gather feedback online or via SMSScreenshot of Gather feedback with just one click in via email