Wer nutzt diese Software?

Customer Experience Führer in jeder Branche, die eine robuste, einfach zu bedienende Lösung suchen, um das gesamte Kundenerlebnis zu verwalten.

Durchschnittliche Bewertung

157 Bewertungen
  • Gesamt 4.5 / 5
  • Benutzerfreundlichkeit 4.5 / 5
  • Kundenservice 5 / 5
  • Funktionen 4.5 / 5
  • Preis-Leistungs-Verhältnis 4.5 / 5

Produktdetails

  • Kostenlose Version Ja
  • Kostenlose Testversion Ja, Kostenlose Testversion
  • Einsatz Cloud, SaaS, Web
  • Training Persönlich
    Live Online
    Webinare
    Dokumentation
  • Kundenbetreuung 24/7 (Live Vertreter)
    Support während der Geschäftszeiten
    Online

Angaben zum Hersteller

  • Qualtrics
  • https://www.qualtrics.com/
  • Gegründet 2002

Über Qualtrics Customer Experience

Qualtrics Customer Experience (CX) ist die weltweit agilste Plattform für Verbesserung der Kundenzufriedenheit, so dass für die Unternehmen leicht ist, die wichtigen Momente des Kundenerlebnisses zu überwachen, darauf zu reagieren und zu verbessern und bei jeder Entscheidung Kunden-Feedback miteinzubeziehen. Mit flexiblen rollenbasierten Dashboards, dynamischem Fallmanagement und vollständiger CRM-Integration, kannst Du unvergleichliche Kundenerfahrung liefern. Fordere eine persönliche Demo an oder melde dich für eine kostenloses Konto an, um loszulegen!

Qualtrics Customer Experience Funktionen

  • Fall-Management
  • Feedback-Management
  • Formularverwaltung
  • Klassifikation der Beschwerden
  • Korrekturmaßnahmen (CAPA)
  • Kundenreklamations-Tracking
  • Problem-Nachverfolgung
  • Qualitätssicherungs-Management
  • Routing
  • Self-Service Portal
  • Social Media-Überwachung
  • Umfrage-Management
  • Aktionsmanagement
  • Analytik
  • Dashboard
  • Empfindungsanalyse
  • Feedback-Management
  • Kundensegmentierung
  • Sammlung mehrere Kanäle
  • Textanalyse
  • Trend-Analysen
  • Umfrage-Management
  • Wissensmanagement
  • Angebote / Vorschläge
  • Aufgabenmanagement
  • Dokumentenspeicher
  • E-Mail Marketing
  • Gebietsmanagement
  • Interne Chat-Integration
  • Kalender-/Erinnerungssystem
  • Lead Scoring
  • Marketing-Automatisierung-Integration
  • Mobiler Zugriff
  • Segmentierung
  • Social-Media-Integration
  • Automatisiertes Routing
  • Dokumentenspeicher
  • E-Mail-Integration
  • Echtzeit-Chat
  • IT-Asset-Management
  • Kundenspezifisches Branding
  • Management von Dienstgütevereinbarungen (SLA)
  • Multi-Channel-Kommunikation
  • Netzwerküberwachung
  • Self-Service Portal
  • Ticket-Management
  • Verfolgung von Interaktionen
  • Warnungen / Eskalation
  • Wissensbasis-Management
  • Aufgabenmanagement
  • Aufgabenmanagement
  • Dashboard
  • Eskalationsmanagement
  • Problemplanung
  • Projektmanagement
  • Wiederkehrende Probleme
  • Wissensbasis-Management
  • Überprüfung von Vorfällen
  • Aktivitäts-Verfolgung
  • Bonus-Verwaltung
  • CRM
  • Geschenkkarten-Management
  • Loyalty Cards
  • Mitglieder-Portal
  • Mitgliedschaft-Management
  • Treueprogramm
  • Zugriffsquellen-Verfolgung
  • Abwanderungsraten-Management
  • Analytik
  • Community-Management
  • Feedback-Sammlung
  • Gamifikation
  • Inhalt-Syndizierung
  • Kommunikationsmanagement
  • Live-Chat
  • Video-Inhalte
  • 360-Grad-Feedback
  • Analytik
  • Berichterstattung über Anrufe
  • Feedback-Sammlung
  • Umfrage-Management
  • Überwachung der Beschwerden

Empfohlene Produkte

Die hilfreichsten Reviews für Qualtrics Customer Experience

Qualtrics has potential to be one of the best survey platforms, but we encounter bugs often.

Bewertet am 9.8.2017
Daniel D.
CRM Specialist
Verwendete die Software für: Mehr als 1 Jahr
Quelle des Nutzers 
4/5
Gesamt
5 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
3 / 5
Preis-Leistungs-Verhältnis

Vorteile: Qualtrics's ability to support embedded data and merge fields within email invitations. Large variety of question types and branching logic. We can use embedded data to remember how a contact responded to a previous survey and help with sample selection to drive valuable market insights. The data visualizations through Vocalize dashboards. We were able to set up NPS dashboards for each department in our Sales and Service team. We also have tabs for each Salesperson. Ticket management helps with documentation of actions performed on survey respondents that responded negatively. Assigning them to a team was easy and intuitive.

Nachteile: The Qualtrics Sales team was not transparent and reluctant to share our individual SLA when I was a new member of the team. I spotted inconsistencies in our quote such as response count and module access (Marketo and Tableau). Our response count was set to 5000 when our quote was for 6500. They fixed that when I pointed it out. Marketo was enabled when in their documentation it is described as an add-on feature. They disabled it to their benefit when I pointed it out. Tableau was disabled when in our Brand Administrator User Type permissions it is checked green for Enabled, but we do not have access to it according to our Sales account representative. Since Qualtrics works by quote and not by packaged licenses, it is difficult to pinpoint which individual modules we have access to. It is by the Qualtrics Sales team's discretion. For a large portion of our license, SMS was a feature that was not accessible due to technical issues between Twilio and Qualtrics. It was fixed a couple months before our license expired. They did not describe what went wrong and presented the solution in a black box. Qualtrics does not support printing individual tickets. Ticket exports do not include Comments made by our team. The reply feature within a ticket does not actually send out emails. Vocalize dashboard email exports are inconsistent (about 50/60 successfully sent out each week). The other dashboards encounter errors when attempting to manually download.

Top-of-the-line product with solid customer support

Bewertet am 13.2.2019
Associate
Unternehmensberatung, 1.001-5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Quelle des Nutzers 
5/5
Gesamt
4 / 5
Benutzerfreundlichkeit
4 / 5
Eigenschaften & Funktionalitäten
4 / 5
Kundenbetreuung
Preis-Leistungs-Verhältnis
Wahrscheinlichkeit der Weiterempfehlung:
Unwahrscheinlich Äußerst wahrscheinlich

Kommentare: I have almost always had positive experiences with Support (95% of the time). Typically they are happy to help you figure out the best way to do things and/or triage unforeseen issues. However, those working the Chat function can be slow and/or less knowledgeable (? - or less willing to help) and I have been told to call instead if I want a response in less than 30 minutes. Qualtrics Support also used to provide some help with custom coding, but that is no longer an option, which was a big loss to my team. The few downfalls are usually made-up for by Support, if not other Qualtrics users on their Community boards and/or the extensive how-to documentation Qualtrics makes available on their site.

Vorteile: No other survey platform provides as many features and options as Qualtrics! You can easily program many different question structures, customize the look and feel, set the survey flow to optimize participant experience, create and use embedded data to improve survey logic and/or avoid having to re-join participant characteristics to exported results, set emails to trigger to an individual or contact list upon survey completion, use their library of questions and/or create your own to use in multiple surveys, easily see, edit, and export data/results... there's too much to mention!

Nachteile: At times Qualtrics experiences "hiccups" and randomly refreshes, which can result in losing some programming if it has not been saved. The Reports functionality is also slow to load and not as easy to use as the rest of the software - I still choose to export the data and create my own visualizations.

Lies weitere Bewertungen