Qualtrics CX for Contact Centers Reviews & Product Details - Page 19

The data that Engagor shows about the performance of the users and team is incredibly precise and accurate. With Insights we have a very wide view of how our engagement metrics are doing. Their customer care is perfect. They're in the other side ready to answer your questions and to solve any problems. They have a very fast improving rate so are practically receiving new features almost every fortnight. Review collected by and hosted on G2.com.

In our company we're very focused on customer care so we'd like to have a ticketing feature built-in Engagor. Right now this is not possible but they offer an integration with Zendesk. We offer customer support, not only by Twitter, Facebook or Google+ but also through email, chat and messaging apps. We'd like to have all our channels integrated in the same place so we can compare channels but right now this is not on the roadmap because they're very focused on being the best working with social media channels. Measuring times between actions and who performed concrete actions is very important to us. Right now Engagor lacks on this but solving this is their roadmap and they working hard on it. Review collected by and hosted on G2.com.

With Engagor, it is possible to organize a large volume of mentions in different mailboxes, which is perfect for our large company. With special Smart Folders to drill down into our data, we can make it possible to organize our mentions even more in-depth, divide the workload, and optimize our workflow. This increased efficiency makes it possible to work together closely as a team, across different departments. To sum this up: the Engagor platform provides our company with the perfect foundation to optimize our entire organizational structure.

Another very interesting feature Engagor offers is their helpful and state-of-the-art tagging system. At NMBS we filter through large bulks of mentions and private messages on a daily basis which would be very difficult to organize without Engagor. Review collected by and hosted on G2.com.

If I had to mention one ‘weakness’ it would be that Engagor’s content managing system could benefit from some extra features. However, as I am in close contact with the people at Engagor, I know they are really working hard to optimize the content management system. The big launch isn’t that far away actually. They truly make an effort to listen to us when it comes to integrating and leveraging our feedback to optimize their platform and making it more user-friendly every day. Review collected by and hosted on G2.com.

Engagor is very useful to get in touch with our consumers in real-time. The use of smart folders makes it easy and more efficient. In addition, workflow within a team gets pretty smooth and time-saving. Review collected by and hosted on G2.com.

Publishing and Insights have still some limitations, for example the 2mb limit for file uploads, or the lack of some important data as the potential reach for some Social channels. Review collected by and hosted on G2.com.

Clarabridge offers a fast, efficient way to handle unstructured data. Although there is still manual work involved when setting up a categorization structure, Clarabridge has some ways to suggest possible categories and themes. This greatly reduces the amount of comment reading and manual coding involved. Review collected by and hosted on G2.com.

There's not really any part of the tool that I dislike, but I would like to see more theme detection-type tools that help me figure out what concepts are in the comments. The current Theme Detection feature might show me a category of "Client Name" with a subcategory of "Products." Although this insight can help me frame my initial categories, it's not quite as specific as I would like to see. This isn't always the case, but making this offering more focused and reliable would be another big win for Clarabridge. Review collected by and hosted on G2.com.

Overall, the system is easy to learn but hard to master. It is extremely flexible and has been used for completely different types of unstructured data. The company continues to improve the capabilities of the tool with new releases that add meaningful functionality. Review collected by and hosted on G2.com.

The presentation layer is severely lacking and 99.9% of the time I end up just exporting the data into Excel to build my charts and graphs. Review collected by and hosted on G2.com.

Clarabridge is truly on the cutting edge of text analytics with a tool that is flexible enough for infinite applications and powerful enough for any volume. I attended the company's annual conference twice and was continually impressed with the new features and the team behind them. Review collected by and hosted on G2.com.

The system could be more streamlined - it's not exactly intuitive. Once you get the knack of it, though, it's not so bad, and a recent refresh of the interface was a step in the right direction. Review collected by and hosted on G2.com.

I like that it groups sentences together that have a word or words in common - nice for reporting. Review collected by and hosted on G2.com.

Hard to view the files you have uploaded into the system and see what went wrong when uploading. Review collected by and hosted on G2.com.