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Qualtrics XM for Customer Frontlines

Score8.1 out of 10

20 Reviews and Ratings

What is Qualtrics XM for Customer Frontlines?

Software to surface customer friction and guide frontline teams in the moment to better serve clients. Designed to improve processes, products, and digital properties, as well as increase customer lifetime value. The flagship Qualtrics Frontline Digital CX is a customer journey management solution, used to design, visualize, and orchestrate digital experiences that are optimized for the metrics that matter most to a business.

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Categories & Use Cases

Qualtrics XM for Customer Frontlines Reviews

What users are saying about Qualtrics XM for Customer Frontlines.
View all Qualtrics XM for Customer Frontlines reviews

Best Qualtrics XM for Employee feedback

Incentivized
Verified User
Engineer in Information Technology (51-200 employees)

Use Cases and Deployment Scope

We are using Qualtrics XM for Customer Frontlines in our organization to perform and act to analyze their feedback throught survey, customer support and through the review medium. With the help of this we are analyzing customer sentiment through text IQ. Through this we are checking customer satisfaction improvement area and development area. With this we check our improvement area at regular basis and improve based upon their feedback. It is powerfull platform for customer experience to collect and analyze data throught it own platform and can through another platform as well.

Pros

  • Transfer customer feedback into actionable insight
  • Advance Text analysis sentiment Text IQ
  • Dashboard for visulization

Cons

  • Learning mode for the new user
  • There should be more drag and drop features for Dashboard
  • There should be more option for third party integration

Return on Investment

  • Need to Improve Customer satisfaction
  • Reduce manual effort by AI
  • Need to improve collaborqation

Usability

Alternatives Considered

AEB Customs Management, ASAP from Vanco Education and Bloodhound API Microgateway

Other Software Used

ASAPP Customer Experience Performance (CXP), Amazon CodeCatalyst, Bigin by Zoho CRM

CX Social Reviews & Ratings | Pros & Cons by TrustRadius

mike brayView profile
Internet Marketer in Marketing at Busine LLC (1-10 employees)

Use Cases and Deployment Scope

My company uses CX Social to manage social accounts and create HQ Marketing strategies for clients and Businesses. There may be many social media tools available, but where CX Social shines for us is that it allows us to really create good, consistent engagement with our customers as a team. The analytics section is comprehensive, and makes it easy to step straight from the numbers and charts to actually engaging in the best way based on them on various social networks. It is a great asset to our company.

Pros

  • CX Social is great for small scale social media management. The reporting and analytics platform is really impressive tapping it to some key metrics and making it relatable to specific campaigns.
  • The data that Engagor shows about the performance of the users and team is incredibly precise and accurate.
  • They also have an extremely good vendor for service support.
  • It has a unique ability to combine customer engagement, social media monioring and analytics features for customer service and marketing.

Cons

  • While customer support is good, I have seen better. But no big issue, as the analytics is excellent and it gets the job done.
  • CX Social is a great tool but is also an expensive tool, so unless you are a huge agency with lots of accounts, I believe the fee will not be justified.
  • Needs more detailed Response Time per user in Engagor and The interface could use more personalized settings: certain people and groups usually use the same filters and tags.

Return on Investment

  • CX Social has enabled me to increase my client list by 5 percent as opposed to last year. My existing clients are so satisfied with their social accounts and monthly reports that they are eager to send consistently profitable referrals which my company has turned in to a 5 percent margin increase in profits.
  • I have no bad reports about this Marketing tool. While it does has its cons as stated earlier. It is yet a very dependable and effective solution that delivers as aspected.
  • It has been the most dependable Marketing and Social Media Management tools I have ever used.

Alternatives Considered

Sprout Social

Other Software Used

Agorapulse, Buffer, Socialbakers Suite