Name: Qualtrics XM for Customer Frontlines
Rating: 7.9 (20 reviews)
Author: Qualtrics

Communications Outsourcing

Help Desk

Web and Video Conferencing

Customer Support

Mobile App Development

Push Notifications

Development

K-12 Online Learning

Education

Audit

Business Intelligence (BI)

Collaboration

Embedded Business Intelligence (BI)

Environmental Health and Safety (EHS)

Org Chart

Procurement

Enterprise

Accounting

Crypto Asset Management

Merger and Acquisition

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Recognition

Employer of Record (EOR)

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Browser

Cloud Storage

Consulting and Advisory Services

Data Center Infrastructure Management

Data Center Virtualization

Data Observability

Data Pipeline

Distributed Denial of Service (DDoS) Protection

Enterprise Architecture Management

Extended Detection and Response (XDR)

Fraud Detection

IT Infrastructure Monitoring

Integration Platform as a Service (iPaaS)

Internet of Things (IoT)

Network Monitoring

Network Performance Monitoring

Remote Monitoring and Management

Software Defined Networking (SDN)

Tower Servers

Vulnerability Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Contact Management

Content Management

Email Marketing

Heatmap and Session Recording

Landing Page

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation Services

Product Configuration

Quote to Cash

Sales Coaching

Sales Gamification

Sales Intelligence

Sales

Auto Repair

Construction Workforce Management

Emergency Notification

Oil and Gas

Public Sector Software

Vertical-Specific

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### Survey Design and Customization
Users have expressed a range of opinions regarding Qualtrics XM for Customer Frontlines' survey design and customization capabilities. While some users praise its user-friendly interface and the ability to create visually appealing surveys, others have mentioned challenges with certain features and the learning curve associated with the platform. The customization options offered by Qualtrics have been both lauded and criticized, with some users finding them extensive and beneficial, while others feel they can be complex to navigate. Ultimately, the sentiment towards survey design and customization with Qualtrics XM for Customer Frontlines appears to be a mix of positive and constructive feedback.

### Data Collection and Management
Users appreciate Qualtrics XM for Customer Frontlines for its efficient data collection process, allowing for individualized surveys and tailored questions based on respondent feedback. The software's user-friendly interface and professional look streamline the data collection experience, making it a preferred choice for complex surveys and large-scale data gathering tasks. Additionally, the platform's ability to save significant manpower hours by automating data entry has been a key highlight for many users.

### Project and Workflow Management
Users generally praise Qualtrics XM for Customer Frontlines for its efficient project and workflow management capabilities. The tool is commended for its ability to streamline the process of managing multiple projects, making it a valuable asset for researchers and market research firms. Users appreciate the ease of creating and storing surveys, as well as the flexibility in customizing question types and scales to suit their research needs. The shared library feature allows for easy collaboration and replication of survey sections across different projects, enhancing overall efficiency in project management.

### Customer Experience Analysis
Users generally praise Qualtrics XM for Customer Frontlines for its robust customer experience analysis capabilities. They appreciate the platform's ability to measure customer satisfaction effectively and create unique experiences for customers. The flexibility and user-friendly layout of Qualtrics make it easy to analyze customer feedback and enhance overall customer experiences. Additionally, the platform's features, such as the semantic differential scale and various question types, provide valuable insights into customer preferences and behaviors. Users find Qualtrics XM for Customer Frontlines to be a valuable tool for understanding and improving customer experiences.

### Real-Time Feedback and Reporting
While users appreciate the real-time feedback and reporting features of Qualtrics XM for Customer Frontlines, there are mixed opinions regarding its adaptability with different browsers and the limited reporting capabilities. Some users find the tool complex to navigate and require additional training to fully utilize its functionalities. Additionally, the high cost and lack of flexibility in pricing packages pose challenges for small and midsize research firms looking for more basic solutions. Despite these drawbacks, Qualtrics XM for Customer Frontlines offers a wide range of sophisticated solutions for companies seeking advanced statistical methods and in-depth data analysis.

### User Engagement and Feedback Mechanisms
While some users appreciate the robust functionality and tailored survey options provided by Qualtrics XM for Customer Frontlines, others highlight the absence of live customer feedback as a drawback. The consensus seems to be that while the platform offers valuable features for gathering feedback, there is room for improvement in terms of real-time user input and technology enhancement based on user suggestions.

Qualtrics CustomerXM is a widely used survey and feedback software that has been able to solve multiple business problems while catering to various industries. The platform's flexibility in terms of customization has enabled users to create surveys tailored to their audiences, making it a preferred choice for market research firms and universities.

One of the most significant benefits that Qualtrics offers is the reduction in manual data entry. This feature has saved hundreds of manpower hours, enabling users to focus on other tasks and reduce human errors. The software's basic data visualization and project management capabilities have also helped users keep track of project progress and manage multiple projects effectively.

Other significant benefits include streamlining communication with clients, student processing, gathering and reporting student satisfaction concerns, marketing and needs analyses. The fast and easy-to-learn platform has been a great advantage, especially with online training and customer service readily available. Overall, Qualtrics is an effective tool for survey design that allows users to capture data efficiently, look professional while sharing data collection and analysis with colleagues in other departments.

User-Friendly: Many reviewers have found Qualtrics CustomerXM to be very user-friendly, intuitive, and easy to use. The drag-and-drop functionality for moving questions up and down made the process of creating and editing surveys quick and easy.

Flexible Survey Creation: Reviewers were impressed by the flexibility and versatility of Qualtrics CustomerXM, which allowed them to track multiple teams as well as personal results. The tool was also praised for its ability to deliver surveys through various digital channels including RRSS, email, SMS, QR codes, and links.

Excellent Customer Support: Several users had positive feedback about customer support provided by Qualtrics representatives. They found them readily available and willing to field any request. Investment in customer experience resources both physical and digital was also noted as setting Qualtrics apart from other survey tools on the market.

Difficult to Use: Some users have found Qualtrics CustomerXM difficult to use due to slow loading screens, limited reporting capabilities, and a learning curve in understanding the software's language. The vast number of options available can also be overwhelming for some users. 

Limited Reporting Capabilities: Several reviewers have noted that the reporting capabilities in Qualtrics CustomerXM are limited with only graphs available for use. Additionally, the reporting layout can be clunky and does not provide an easy-to-use interface for creating custom reports.

Technical Issues with Features: A significant number of users experienced technical issues with certain features such as SMS, Vocalize dashboard email exports, and Marketo being enabled despite being described as an add-on feature in vendor documentation. These issues caused confusion among users about which features were available and how they could access them.

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.

Subscription

Gainsight CS

Pendo.io is a product engagement platform with features for in-app analytics,  surveys and feedback, and guidance.

*Free

Base

Core

Pulse

Ultimate

Pendo.io

Qualtrics XM for Customer Frontlines

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Likelihood to Recommend

<div><b><u><a rel="nofollownoopener" target="_blank" href="https://www.qualtrics.com/experience-management/?utm_source=trustradius">THE EXPERIENCE MANAGEMENT PLATFORM </a></u></b></div><div><br></div><div>More than 9,000 of the world’s best brands rely on Qualtrics to power their most critical business decisions. <a rel="nofollownoopener" target="_blank" href="https://www.qualtrics.com/research-core/?utm_source=trustradius">Qualtrics Research Core</a> is an enterprise-grade online survey platform designed to: </div><div><br></div><div>- <b>Make sophisticated research simple</b>. Qualtrics combines powerful features like 100+ question types and robust logic with ease of use to make complex research easier than ever.  </div><div>- <b>Leverage AI to make better decisions.</b> With advanced survey methodology checks, topic and sentiment text analysis, and built-in statistical expertise - transforming your data into actionable insights has never been easier. No Ph.D. required.  </div><div>- <b>Research without Risks.</b> Enterprise-level security,  governance, compliance, and data handling features mean you can protect your most sensitive data and easily adhere to global security laws like GDPR. </div><div>- <b>Automated &amp; Scalable.</b> Leverage built-in integrations and powerful APIs to fit Qualtrics into your business workflows, so you can get to insights faster and drive better business outcomes.</div>

Qualtrics

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

Internet Marketer

CX Social 2019-02-25 21:12:05

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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Customer Experience Management Software

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.

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.

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.

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.

Qualtrics XM for Customer Frontlines

Overview

What is Qualtrics XM for Customer Frontlines?