Qualtrics CX for Contact Centers Reviews & Product Details - Page 18

Simplicity of the tool, very easy to use. Great detail on team performance and management. Review collected by and hosted on G2.com.

slowness issues on occasions however these have reduced. Review collected by and hosted on G2.com.

-Easy to handle

-Chance to divide in folders and teams

-Insight for every members/teams Review collected by and hosted on G2.com.

-Some technical issue

-No PM of Instagram Review collected by and hosted on G2.com.

User friendly, excellent customer service via webchat Review collected by and hosted on G2.com.

The sidebar menus can be a little confusing until you get used to them Review collected by and hosted on G2.com.

insights, performance, highly responsive, Review collected by and hosted on G2.com.

complicated tool, once getting use to you enjoy Review collected by and hosted on G2.com.

The best part of Engagor is the advanced analytics and in-depth reporting they offer your brand. Think Google Analytics Premium for your Social Media Activities and brand mentions.

Another great part of Engagor is the ability to micromanage the read and write access across your team. For reporting purposes they have a built in dashboard that reports upon summary actions for your team. For example you can see how many responses have been made on average per user. Review collected by and hosted on G2.com.

It is a bit pricey but this tool may be more appropriate for mid to larger sized businesses that have dedicated staff members monitoring their social marketing efforts. Review collected by and hosted on G2.com.

Engagor is a great tol for someone like me in social media management. I really like how you can gather so much valuable information about your brand and what people are saying about it. With engagor, you're always aware of what all types of people are saying about your brand and the charts are an excellent tool. The layout is easy to read as welll. Review collected by and hosted on G2.com.

When comparinf them to other similar sites, i think their customer service could use improving. I think the customer service of other sites is mich more friendlier and inviting. Other than that, i do very much enjoy the site and all it has to offer. Review collected by and hosted on G2.com.

The entire concept of analyzing my customers feeling and emotions is extremely beneficial in bettering my business. Review collected by and hosted on G2.com.

The cost is too high for what is provided. Review collected by and hosted on G2.com.

Firstly, one of the main strengths is the fact that you’re able to reach out to support on live chat. Overall, the support Engagor provides is very quick and reactive.

The engagement part is also very valuable: Engagor is very good in automatically tagging mentions to provide context to a mention. With the help of Smart Folders, we’re able to handle data effectively.

The reporting feature is very advanced. With the help of Custom Dashboards, tailored to our own needs, we can quickly pass on information to our management.

I personally like the team performance section because you can see what each team member did in which amount of time. Engagor offers you the ability to analyze all of this data in just one view.

The Engagor API is also a very strong point which allows us to integrate the tool with other software we’re using in-depth. Review collected by and hosted on G2.com.

The Canned Responses feature is sufficient enough for small business that only need to create a limited amount of template replies. We have created 2,000 Canned Responses for 3 different networks in over 4 languages. The feature in Engagor isn’t sufficient enough because you don’t have a good overview. Luckily, we developed our own tool called “blue bird” which does the trick and shows the validation time and script for the administrators.

Moreover, the publishing feature has improved a lot but it’s difficult to keep up with the changes made in the social media platforms. Review collected by and hosted on G2.com.

Engagor is straightforward and flexible to use. You don’t have to put much effort to acquaint yourself with how the software works: it’s very intuitive. You have the liberty to adjust your Engagor account tailored to your brand’s needs. It’s possible to organize everything yourself. In a way, you create your own, efficient engagement tool.

A second strength of Engagor is its advanced real-time monitoring. Tweets, private messages come in right away which makes it easy for social customer service agents to immediately jump in and take action. Real time engagement becomes quick and easy.

When you work with the Engagor platform, you don’t just work with the software, but you also get to know the people working behind the company. This is something we really value at Telenet. The real-time support Support Team and the more long-term cooperation with the customer success team is an example . If you have any problem, you can get feedback of the support team immediately. The customer success team will learn you everything you need to know. Review collected by and hosted on G2.com.

It would be nice to get a more detailed Response Time per user in Engagor. For Telenet, we would benefit from a First Time Right Metric. However, the user metrics are getting better and more detailed. Moreover, it would also be useful if we could measure conversations in Engagor. For example, if a user had five interactions which makes up for one conversation, was this entire conversation successful? Instead of just looking at individual mentions, we would like to get an overview of the entire conversation.

Engagor is the perfect platform to engage in real-time with our customers. An extra add-on would be a real-time view like Hootsuite or Tweetdeck provides. Review collected by and hosted on G2.com.

There are so many things that Engagor does really well. First of all, Engagor revolves around data and analytics, and after using it for 5 minutes you'll notice that it's at the very core of this tool. Engagor focuses on giving you an aggregate view of your performance, but if you'd like to zoom into a specific piece of content or a specific account - be it yours or your competitor's - you can do so thanks to the tool's granular level of analytics and impeccable attention to detail. (If you're wondering how granular you can get, Engagor can give you stats by the minute, which is great if you're following events like matches, launches, or even PR crises, outages etc.). It also has an intuitive interface - it just works. It may seem a bit overwhelming at first with all its options and features, but just go through it and it's a breeze to work with. If you do need help, there's a help section handy too, so you're never alone. Related to this, you also get a chat functionality to chat with other users. This isn't meant to replace your existing chat system, whether you're using Yamme, Slack, Microsoft Lync or another communication tool. This is more of a bridge between users, so although people from the same team can use it, its full potential comes out when used between teams. For examples, it's a lifesaver for big campaigns where not everyone is in the same location and you need to share assets, information, keep on top of the data and reports which you can then find on the same platform you're communicating on, making this your go-to interface for anything digital. Review collected by and hosted on G2.com.

I don't really have any negative points for Engagor. One thing that's worth mentioning is that when it comes to Twitter analytics, Engagor resorts to an approximation when it reports on reach, something that eagle-eyed analysts will spot right away. Having said that, it's not a flaw per se, this is due to Twitter's limitations (as they don't give away the exact number of impressions just yet). This limitation affects all social media management tools equally, but if you want to know more about this and how that affects your reporting, just contact your account manager (or you can use the chat system while logged in Engagor). Review collected by and hosted on G2.com.