The easiest way to jumpstart your CX program
Updated November 03, 2021

The easiest way to jumpstart your CX program

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Delighted

Delighted is used throughout the organization to proactively gather feedback from our customers. Having a B2B2C model, it's important for us to not only gauge sentiments from our customers but also from their customers as well. It has made the organization more customer-centric having this steady flow of feedback in our very own Slack instance. Being able to identify areas of opportunity as early as possbile helps us make sure we're providing a great experience to our customers.
  • Captures the answer while respondent is answering the survey; not after submitting the form
  • Tight integration with Slack
  • Easy and intuitive reporting module
  • I prefer if the Slack integration can be configured without having to email their concierge
  • More data to be fed to channels like Slack i.e. whatevers in the report module
  • Make it easier for links to expire; self-service customizations
  • Has clear impact on sign ups and acquisition as we address problems right before they blow up in social media
  • Retention has gone up after proactively surveying existing customers
  • We've also used delighted to get more Google reviews which has helped in acquisition efforts
Delighted is very intuitive and easy to setup. You won't need a ton of technical background to do so. True, that the customization in terms of themes could use more flexibility but if you're just starting with your CX journey, Delighted would be the perfect solution. The fact that they have most channels covered e.g. email, web, SDK, and even text really makes it easy to reach your customers (or any respondent in that matter) where they are.

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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).
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.
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.

Delighted by Qualtrics Feature Ratings