Qualtrics XM Reviews & Pricing

Key Features

• Automation: Automatically deliver recommended actions and notifications to the appropriate teams. Use drag-and-drop integrations to create a unified system of action within CRMs, ticketing platforms and messaging apps. 
• Digital Optimization: Streamline customer engagement on digital channels. 
  • Customer Targeting: Deliver more personalized and relevant content to customers. Analyze customer behavior through targeted assessment. 
  • Apps: Optimize in-app experiences to improve brand reputation. Monitor app store reviews and automatically send recommended solutions to team members. 
  • Feedback: Gather feedback across every digital touchpoint and convert it into actionable insights. Gain insights about new digital products and services in real time. Connect with customers via app, web, chat or SMS. 
  • Customer Satisfaction: Use advanced statistics to compare customer journeys with their satisfaction scores. 
• Dashboards: Collect feedback, design digital listening posts and create programs through intuitive dashboards. Use drag-and-drop modules to deliver feedback surveys across apps, mobile and web. 
• Artificial Intelligence: Discover trends and patterns, and predict customer behavior via AI modules. 
  • Customer Behavior: Automatically view actions that enhance customer experience. 
  • Customer Interactions: Analyze comments from multiple sources like social media, chatbots, surveys, websites and more. Identify engagement across customer touchpoints. Analyze phone calls to uncover insights and track agents’ performance.  
  • Critical Issues: Monitor urgent issues and automatically follow-up via texts. 
  • Industry Knowledge: Leverage pre-built, industry-specific topic libraries. 
  • Statistical Analysis and Testing: Implement regressions, correlations, pivot tables, crosstabs, conjoint and cluster analysis. Automatically run relevant tests by computing data. 
• Reputation Management: Extract data from online channels, automatically request positive reviews and publicly counter negative ones. Analyze user sentiment, track location-specific trends and get an overview of brand reputation across all digital channels. 
• Personalization: Reduce churn by identifying at-risk clients and anticipating behaviors. Create tickets for queries and concerns, facilitating quick follow-ups. Connect with customers through SMS, chatbots, email, websites, apps and more to deliver personalized interactions. 
• Voice of Customers (VoC): Base critical business decisions around customers. Gather real-time insights on crucial satisfaction drivers for first-time and regular clients. Deliver customized products, features and add-ons. 
• NPS: Optimize the customer experience, identify dissatisfied customers, segment them by loyalty, compare against competitors and industry benchmarks, and track product improvements via the Net Promoter® Score. 
• Feedback Management: Take quick actions on customer feedback with ticketing systems, resolution tracking and root cause, and text and statistical analysis. Automatically convert feedback into tickets by setting triggers. Monitor tickets, customer satisfaction, team productivity and first call resolution through role-based dashboards. 
• Surveys: Increase brand awareness and customer retention through surveys. Use the drag-and-drop user interface to create customizable surveys or opt for pre-built ones. Deliver surveys across all channels like email, text, offline and native apps, chatbots and more. 
• Integrations: Connect existing tech stacks with Google Analytics, Genesys Cloud, Salesforce, SlackIntegromat, Infotools, Adobe Analytics, Zapier, Quantum Metric and more. 
• Security: Ensure data protection with encryption, FedRAMP authorization and ISO27001 and HITRUST certifications. Provides password-protected accounts, single sign-on and multi-factor authentication, user logs monitoring and data backups. 

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