Qualtrics CX for Contact Centers Reviews & Product Details - Page 11

I would say that the easy way to configure and handle all customer interactions. Many solutions can capture and response, but CX Social allow to adapt the tool to your company in a simple way Review collected by and hosted on G2.com.

We experienced some delay in receiving messages from the social networks into the system Review collected by and hosted on G2.com.

Plug and play installation.

browser based Review collected by and hosted on G2.com.

Very bad and not flexible customer support.

Main goal is apparently selling the platform and not working with the customers together to find solutions on the long term.

UX is not great

Would not recommend to choose for this platform.

Make sure to read the contract well Review collected by and hosted on G2.com.

The user experience of CX social is probably its best asset. You can create your own dashboard in less than 10 minutes and get an ideal template for your reportings Review collected by and hosted on G2.com.

Some data are impossible to export in pdf. For example the whole sent of the managed messages Review collected by and hosted on G2.com.

i love being able to monitor every conversation about our organization across the entire internet Review collected by and hosted on G2.com.

I feel that the scheduling tool is lacking. i know this is due to API limitations but i find myself scheduling content natively instead of within the tool. Also, i wish the analytics part was more robust. when we want to find the effectiveness of a campaign reach etc, we often are only able to see number of mentions for example which isnt very insightful Review collected by and hosted on G2.com.

I enjoy the ease of use of the platform. I find managing the inbox a pleasant experience in the sense that I can rapidly assess mentions, tag them appropriately, etc. The support service is always excellent as well. Review collected by and hosted on G2.com.

Limited in the publishing feature. For ex: you cannot @ tag when posting in Twitter. For this reason, we are sometimes obliged to post natively instead of within CX (which is a shame, especially since we use CX for reporting). Review collected by and hosted on G2.com.

Customer service is much better than closest competitors. We use similar software and often get no response when contacting them to solve an issue. CX Social, on the other hand, has brilliant customer service that is always very responsive and able to solve any issues that we may be having.

Ability to manage social media accounts for many different clients in one place. We often send out posts across several different social media platforms for clients and CX social makes it incredibly easy to manage this process. Review collected by and hosted on G2.com.

Inconsistencies when posting to multiple social media accounts - many times a post scheduled to go out on multiple social media accounts/pages does not post to all pages for no apparent reason.

Software often unlinks social media accounts for no reason which is frustrating as our social media response team are then unable to respond to posts, messages and reactions for an undetermined period whilst the software is re-linked. There have been instances of accounts being unlinked and not being able to be relinked for over 24 hours which has proved to be a huge problem for us in the past. Review collected by and hosted on G2.com.

The ability to see feeds of all our social media accounts makes replying on a larger scale so much easier. Their customer service team is fantastic, any queries we have had have been answered very quickly and efficiently. CX Social also provides a smart filter which will mark up 'negative' comments so that you know which need addressing (if you do not address all comments). The reporting tool is extremely useful, too. Review collected by and hosted on G2.com.

One thing we have noticed is that CX Social starts to struggle when a high number of messages are incoming from multiple sources/platforms. Review collected by and hosted on G2.com.

The tool is great for agencies that offer their clients the full social media service - from community management, listening, and analytics. The smart tags, automation and the high variety of widgets allow us to efficiently tackle community management, as well as, come back to the client with a depth of insights about how their consumers talk to them both on and off their owned social channels. Review collected by and hosted on G2.com.

Bugs every now and then, but nothing so serious that a live chat with the customer service reps can;t fix in a jiffy. Review collected by and hosted on G2.com.

I really like that you can chat and instantly ask your questions to one of the CX Social employees Review collected by and hosted on G2.com.

I'm not a 100% convinced about the reporting possibilities in the tool. They work a lot with 'workarounds'. F.e. when you want figures for inside and outside business hours.

Also when customers add a comment to a comment on facebook, it is difficult to see in the tool and sometimes you get double answers on the same question because of this. Review collected by and hosted on G2.com.

User friendly system with many reporting features and widgets that make it easy to create impactful reports. The customer support on the live chat is fantastic - those guys know what they are talking about and are always fast to respond! Review collected by and hosted on G2.com.

I don't like that you can create paid social adverts off the platform and that some organic formats are not supported. Review collected by and hosted on G2.com.