Qualtrics CX for Contact Centers Reviews & Product Details

It is an incredible tool that collects all the comments on one screen. There are plenty of options to organize all the conversations: smart folders, tags, filter when using the search bar... It allows me to prioritize what needs a quicker response. Review collected by and hosted on G2.com.

The mobile app needs more development work. It would be great to handle everything from there too! Review collected by and hosted on G2.com.

The tagging feature allows you to create very rich data. It is also easy to look at individual performance which allows for better development opportunities. Review collected by and hosted on G2.com.

The approval workflow is really the only downside to this platform. There is not enough notification when items are waiting for approval. In addition, users are only notified when their post is rejected (no indication of successful approvals). Some of my team have found this "negative only" feedback discouraging. Review collected by and hosted on G2.com.

It has good AI capabilities, but that's about it; nothing else is great.. no service mindset, still running the old-school on-premise software | hardware professional services model. Review collected by and hosted on G2.com.

Implementation and nickel | dime attitude of a professional services organization. The tool itself is a UI nightmare. The capabilities for text analytics are excellent, but it's like selling a good wine in a bottle with a messed-up cork.

The implementation took 6 months, and nicked dime for managed services started beginning month # 7 .. we are in month number 9 of the first year and still don't have any review yet by executives of Clarabridge nor anybody other than IM EM.

For every single survey, I have to pay them for building connectors and then spend time on product models.. seriously, in the age of startups coming left and right. I hope someone will tackle this problem and develop a more customer-friendly solution for enterprises in need of a good VOC tool. Review collected by and hosted on G2.com.

Out of the case, Clarabridge has amount of decent algos (algorithms) for labeling distinctive remarks with commonly exact positive/negative/impartial feelings. This gives the client a moment to be perceivable into the client's impression of the foundation and a comprehension of what was driving the NPS is, an ability you might not have previously. It's likewise a speedy and simple approach to turn up essential dashboards. The degree of administration clients get is additionally extraordinary, as Clarabridge is consistently receptive to the client's necessities. They have additionally come nearby to convey some truly supportive bits of preparing for the group. Measurement tools are very useful for reports. Having the option to assign a label makes reference to for reports and see what is on trends. The way that the client's email field was added so we can without much of a stretch quest a similar area for looking into a record is really great. Review collected by and hosted on G2.com.

The tools have next to no adaptability in its dashboarding ability, so the clients at last need to utilize different devices for introducing experiences to their partners. The clients likewise will see some dormancy when there is an excess of information. Interestingly, since the tool isn't generally received over the business, it's not really transferrable expertise. There should be a greater need of being stable inside the connecting of our framework ZenDesk ticketing framework. Too much of the time, the little spaceship keeps springing up and saying error. More work should be done with the goal that a smooth transition is constantly connected. Review collected by and hosted on G2.com.

Friendly application, easy to use, accessible Review collected by and hosted on G2.com.

nothing besides the sudden down times we face Review collected by and hosted on G2.com.

Out of the box, Clarabridge has a good algorithm for tagging different verbatim comments with generally accurate positive/negative/neutral sentiments. This gave us instant visibility into our users perceptions of our platforms & understanding of what was driving our NPS, a capability we didn't have before. It's also a quick & easy way to spin up basic dashboards. The level of service we receive is also great, as Clarabridge is always responsive to our needs. They have also come onsite to deliver some really helpful trainings for the team. Review collected by and hosted on G2.com.

It was really tricky to connect to our data warehouse. It took analysts weeks to build the pipelines, & they are very intermittent & often break. In addition, the tool has very little flexibility in its dashboarding capability, so we ultimately need to use other tools for presenting insights to our stakeholders. We also noticed some latency when there is too much data. The other thing is that since the tool is not widely adopted across the industry, it's not necessarily a transferrable skill. Review collected by and hosted on G2.com.

Measurement tools are pretty good for reporting. Being able to tag mentions for reporting and see what is trending. I do like the fact that the user's email field was added so that we can easily search the same location for looking up an account.

I do like the fact about chat and we are able to write and talk about problems. They are not always solved right away, but they always respond. Review collected by and hosted on G2.com.

Instability with other agents. It seems like when we have four+ agents it gets squishy and we are always having to refresh or restart to see each other. A more streamlined UI in each mention so that we are understanding one mention at a time. I would like to see automation that allows our users to input their basic information so that does not have to be requested.

There needs to be more stability within the linking of our system ZenDesk ticketing system. Almost too frequently, the little spaceship is popping up and saying error. More work needs to be done so that a smooth transition is always linked. Review collected by and hosted on G2.com.

Clarabridge offers one of the most intuitive API's for customer service over the multitude of channels of social media. It has a wide variety of features that satisfy all your business needs and more. Everything is laid out in a very user-friendly manner without being crippled by a steep learning curve. Their online customer support team is quite hands-on and doesn't leave a single stone unturned. We've never had an easier time serving customers, and analyzing their attitudes before we started using Engagor.

Another major factor to bear in mind is price. Engagor stands amongst the competition in providing the most bang for the buck; its colossal capabilities ensure that you will never ponder a different offering. What truly sets Engagor apart though is the fact that it's constantly growing, expanding and improving its well-rounded arsenal which only leaves me to wonder why isn't everyone using it already. Review collected by and hosted on G2.com.

The only thing that nullifies the aura of perfection from Engagor is the lack of user-customization. While Engagor itself is very comprehensive, and would without a doubt cater to your everyday operations without as much as a flinch, it would have been rather glorious if Engagor allowed users to tailor new buttons and shortcuts that ease their designated workflows. Review collected by and hosted on G2.com.

I like how integrated the product is with helping the user figure out what needs the customer has. Review collected by and hosted on G2.com.

Nothing. I think the platform is great. I would have liked to see the roadmap for the direction the product was taking though. Review collected by and hosted on G2.com.