Qualtrics Customer Experience Features
What are the features of Qualtrics Customer Experience?
Analytics
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT) Score
- Customer Effort Score (CES)
Customization
- Stakeholder Management
- Multilanguage Support
- Multiple Branding Support
- Vertical-specific Solutions
Feedback Management
- Tagging
- Segmentation
- Custom Reports and Dashboards
Feedback Analysis
- Thematic Analysis
- Sentiment Analysis
- NPS/CSAT Scoring
Feedback Sources
- Online Reviews
- Surveys
Top Rated Qualtrics Customer Experience Alternatives
Qualtrics Customer Experience Categories on G2
Filter for Features
Process
Mentions | As reported in 21 Qualtrics Customer Experience reviews. Scours various channels for brand mentions to proactively seek reparative communications. | 90% (Based on 21 reviews) | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. 23 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 89% (Based on 23 reviews) | |
Macros | Allows administrators to create templated responses to frequently asked questions. This feature was mentioned in 22 Qualtrics Customer Experience reviews. | 86% (Based on 22 reviews) |
Channels
Based on 25 Qualtrics Customer Experience reviews. Ability to connect agents with customers through Live Chat.
| 87% (Based on 25 reviews) | ||
Social | As reported in 22 Qualtrics Customer Experience reviews. Connects employees with customers through a social media solution. | 87% (Based on 22 reviews) | |
Text | Based on 21 Qualtrics Customer Experience reviews. Ability to connect agents with customers through text message solution.
| 83% (Based on 21 reviews) |
Insight
Surveys | As reported in 26 Qualtrics Customer Experience reviews. Provides opportunity for customers to give feedback through a survey. | 92% (Based on 26 reviews) | |
Reporting | Based on 24 Qualtrics Customer Experience reviews. Enables administrators to create customized reports reflecting customer satisfaction. | 87% (Based on 24 reviews) | |
Visitor Activity | Allows administrators to track visitor activity to understand the research that was done before turning to customer service. This feature was mentioned in 23 Qualtrics Customer Experience reviews. | 88% (Based on 23 reviews) |
Quality Assurance
Evaluation | As reported in 36 Qualtrics Customer Experience reviews. Provides tools for evaluating customer interactions | 92% (Based on 36 reviews) | |
Calibration | As reported in 35 Qualtrics Customer Experience reviews. Offers features for maintaining fair and consistent scoring | 89% (Based on 35 reviews) | |
Reports | Based on 37 Qualtrics Customer Experience reviews. Generates quality and performance reports | 84% (Based on 37 reviews) |
Engagement
Feedback | Tools for providing personalized feedback and coaching sessions This feature was mentioned in 38 Qualtrics Customer Experience reviews. | 84% (Based on 38 reviews) | |
Dashboards | Provides a centralized dashboard for agents to view their scores and feedback This feature was mentioned in 38 Qualtrics Customer Experience reviews. | 89% (Based on 38 reviews) | |
Training | Tools for educating and training agents 34 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 88% (Based on 34 reviews) |
Performance
Integrations | Based on 33 Qualtrics Customer Experience reviews. Integrates with other customer service or CRM software | 87% (Based on 33 reviews) | |
Compliance | Helps ensure customer privacy and data protection This feature was mentioned in 34 Qualtrics Customer Experience reviews. | 93% (Based on 34 reviews) |
Analytics
Net Promoter Score (NPS) | As reported in 108 Qualtrics Customer Experience reviews. Calculates net promoter score (NPS) using customer feedback data. | 91% (Based on 108 reviews) | |
Customer Satisfaction (CSAT) Score | Based on 106 Qualtrics Customer Experience reviews. Calculates customer satisfaction (CSAT) score using customer feedback data. | 88% (Based on 106 reviews) | |
Customer Effort Score (CES) | Based on 103 Qualtrics Customer Experience reviews. Calculates customer effort score (CES) using customer feedback data. | 87% (Based on 103 reviews) | |
Gamification | As reported in 59 Qualtrics Customer Experience reviews. Provides gamification tools to incentivize employees to leverage customer feedback insights. | 76% (Based on 59 reviews) |
Customization
Stakeholder Management | Provides insight concerning engagement with various stakeholders in regards to customer feedback and experience. 92 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 84% (Based on 92 reviews) | |
Multilanguage Support | As reported in 99 Qualtrics Customer Experience reviews. Allow users to create surveys and repond to customer feedback in a variety of languages. | 84% (Based on 99 reviews) | |
Multiple Branding Support | Allows users to deploy surveys and intake feedback data for multiple brands. This feature was mentioned in 93 Qualtrics Customer Experience reviews. | 86% (Based on 93 reviews) | |
Vertical-specific Solutions | Based on 90 Qualtrics Customer Experience reviews. Vendor provides industry- or role-specific experience management solutions. | 84% (Based on 90 reviews) |
Feedback Management
Tagging | As reported in 88 Qualtrics Customer Experience reviews. Tag content to organize and assign to specific departments or categories | 84% (Based on 88 reviews) | |
Segmentation | Break down a population of users by demographics, sequence actions, time, and able to build custom segments. 95 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 86% (Based on 95 reviews) | |
Custom Reports and Dashboards | Based on 110 Qualtrics Customer Experience reviews. Allows users to easily build customized reports and dashboards. | 85% (Based on 110 reviews) |
Feedback Analysis
Thematic Analysis | Based on 97 Qualtrics Customer Experience reviews. Identifies key phrases, themes, and patterns within a given text | 84% (Based on 97 reviews) | |
Sentiment Analysis | Outputs the sentiment (positive or negative) of a given text 98 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 85% (Based on 98 reviews) | |
NPS/CSAT Scoring | Measures and reports on NPS, CSAT, or other metrics over time 98 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 87% (Based on 98 reviews) |
Feedback Sources
Online Reviews | Analyzes feedback from online reviews This feature was mentioned in 90 Qualtrics Customer Experience reviews. | 84% (Based on 90 reviews) | |
Surveys | Analyzes feedback from surveys through built-in survey features or integrations with survey tools This feature was mentioned in 112 Qualtrics Customer Experience reviews. | 92% (Based on 112 reviews) | |
Social Media | Analyzes customer feedback from social media 78 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 85% (Based on 78 reviews) | |
Customer Service Channels | Analyzes feedback sourced from integrations with customer service tools, such as help desks and live chat 81 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 88% (Based on 81 reviews) |
Platform
Health Score | Generates a score that represents the likelihood of customer churn and customer satisfaction. This feature was mentioned in 43 Qualtrics Customer Experience reviews. | 85% (Based on 43 reviews) | |
Customer Profiles | Catalogues and organizes a profile for each customer where every data point is attributed to. 43 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 92% (Based on 43 reviews) | |
Notifications | Based on 44 Qualtrics Customer Experience reviews. Set alerts for customer profiles in need of urgent attention and resolution. | 89% (Based on 44 reviews) |
Predictions
Service Quality Assurance | As reported in 43 Qualtrics Customer Experience reviews. Service quality is measured in real time to provide alerts to case managers on opportunities for improvement | 90% (Based on 43 reviews) | |
Analytics | Provides dashboards and reports to describe profiles and trends. 44 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 87% (Based on 44 reviews) | |
Artificial Intelligence | AI technologies like NLP, NLU, and/or NLG are used to analyze and process text provided by customer interactions. 43 reviewers of Qualtrics Customer Experience have provided feedback on this feature. | 85% (Based on 43 reviews) | |
Sentiment | As reported in 44 Qualtrics Customer Experience reviews. The product automatically discerns customer sentiment from text and/or calls for proactive action. | 90% (Based on 44 reviews) | |
Retention | As reported in 44 Qualtrics Customer Experience reviews. Calculates the likelihood of your customers continuing to use your product or leaving. | 88% (Based on 44 reviews) |
