Qualtrics CustomerXM

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About Qualtrics CustomerXM

Qualtrics CustomerXM is a customer use management software from Qualtrics that helps organizations surface pain points, spot use gaps, and pinpoint trends. It combines Customer use Suite, Voice of the Customer, Customer use Intelligence, CX for Contact Center, and CX for Locations so enterprises can measure and improve their customer use effectively. This platform provides AI-powered customer survey software that turns real-time website and app feedback into actionable insights. It supports comprehensive reporting and analytics, enabling businesses to exceed customer expectations across various touchpoints. Key capabilities: Customer use Suite Voice of the Customer Customer use Intelligence CX for Contact Center CX for Locations Best for: businesses that need to improve customer satisfaction and drive engagement through data-driven strategies.

Qualtrics CustomerXM Details

Vendor

Qualtrics

Year Launched

Location

333 W. River Park Drive, Provo, UT 84604, United States

Deployment

Training Options

demo, account manager, community

Countries Served

All Countries

Languages

English, Spanish, French, German, Italian, Portuguese, Dutch, Russian, Japanese, Chinese

Users

Complaint Manager, Contact Center Supervisor, Quality Assurance Analyst, NPS Specialist, Speech Analyst

Industries Served

Healthcare, Education, Finance, Retail, Telecom, Hospitality, Transportation, Government, Technology

Qualtrics CustomerXM's In-App Market Place

Does Qualtrics CustomerXM have an in-app market place?

Yes

How many Mini-Apps in the marketplace?

Mini Apps

1. IQS by Qualtrics: Use IQS to automate the process of gathering feedback and insights from customers to improve customer experience.

2. Text iQ by Qualtrics: Text iQ utilizes AI-powered text analytics to automatically analyze open-text feedback to uncover valuable customer insights.

3. Voice iQ by Qualtrics: Voice iQ allows you to analyze and gain insights from customer feedback collected through speech analytics.

4. NPS by Qualtrics: Measure customer loyalty and satisfaction using Net Promoter Score (NPS) surveys integrated into Qualtrics CustomerXM.

5. Contact Center Quality Assurance by Qualtrics: Ensure quality customer service by monitoring and evaluating customer interactions with contact center agents.

Pricing Options

Free trial

Free version

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Accepted Payment Currencies

USD ($), EUR (€), GBP (£), AUD ($), CAD ($), JPY (¥), HKD (HK$), CNY (¥), INR (₹), SGD ($), SEK (kr), CHF (Fr), AED (د.إ)

Pros & Cons

Advanced complaint management system with real-time alerts
Comprehensive contact center quality assurance monitoring tools
Ability to track and analyze Net Promoter Scores for customer feedback
Speech analytics feature for evaluating call center interactions
Customizable dashboard for data visualization purposes

Steep learning curve for new users, with a complex interface that may be overwhelming
Lack of customization options for reports and dashboards, limiting flexibility for user preferences
Limited integration capabilities with other software systems, leading to data silos and manual data entry
High cost of subscription fees, especially for smaller businesses or non-profit organizations
Inadequate customer support, with slow response times and difficulty reaching a knowledgeable representative for assistance