Qualtrics
Qualtrics LLCReviews from AWS customer
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Best Plataform
What do you like best about the product?
I like all the things, that clarabridge give to us
What do you dislike about the product?
the time we spent loading the comments and the mistakes
What problems is the product solving and how is that benefiting you?
resolving comments and we can make a good work for our clients
Recommendations to others considering the product:
i like all things
It is a start for our Ibotta needs
What do you like best about the product?
Measurement tools are pretty good for reporting. Being able to tag mentions for reporting and see what is trending. I do like the fact that the user's email field was added so that we can easily search the same location for looking up an account.
I do like the fact about chat and we are able to write and talk about problems. They are not always solved right away, but they always respond.
I do like the fact about chat and we are able to write and talk about problems. They are not always solved right away, but they always respond.
What do you dislike about the product?
Instability with other agents. It seems like when we have four+ agents it gets squishy and we are always having to refresh or restart to see each other. A more streamlined UI in each mention so that we are understanding one mention at a time. I would like to see automation that allows our users to input their basic information so that does not have to be requested.
There needs to be more stability within the linking of our system ZenDesk ticketing system. Almost too frequently, the little spaceship is popping up and saying error. More work needs to be done so that a smooth transition is always linked.
There needs to be more stability within the linking of our system ZenDesk ticketing system. Almost too frequently, the little spaceship is popping up and saying error. More work needs to be done so that a smooth transition is always linked.
What problems is the product solving and how is that benefiting you?
Currently, our main goal is seeing trending issues that are the first before anyone else sees it. Mainly when updates occur on our platform, there always is a problem associated somehow and somewhere. While keeping our volume low we are able to pinpoint problems and react.
Recommendations to others considering the product:
Verify stability when operating with a rather large agent base.
Super simple to use
What do you like best about the product?
It gives a super simple overview of all queries from the channels I need sight of.
What do you dislike about the product?
Not much, the App could be a little smoother.
What problems is the product solving and how is that benefiting you?
Responding to queries in real time as they come in.
CX Engage, a lightweight powerful tool
What do you like best about the product?
The Boolean Search Query system is the backbone of CX engage. AND/OR logic determines the setup of the Engagement UI, Custom Insights and your filtering system.
One concept applicable to multiple facets of the product. This allows for incredible learning efficiencies to implement the software environment with little resources in the form of manpower and effort.
One concept applicable to multiple facets of the product. This allows for incredible learning efficiencies to implement the software environment with little resources in the form of manpower and effort.
What do you dislike about the product?
CX Engage is what the name implies, an engagement tool. It is not robust in publishing. Publishing has basic scheduling functions for most channels. If you are looking for something more in-depth with regards to creative editing, you won't find it here.
With regards to reporting, capabilities are a bit light. 4 basic infographic options with no widgets available to enter contextual data to make the reports robust. Instead, those added features are circumvented with the purchase of CX analyze (Studio/Designer).
With regards to reporting, capabilities are a bit light. 4 basic infographic options with no widgets available to enter contextual data to make the reports robust. Instead, those added features are circumvented with the purchase of CX analyze (Studio/Designer).
What problems is the product solving and how is that benefiting you?
Out of Box, CX Engage provides KPIs on agent performance at a high or granular level. This allowed our company to gain huge efficiencies with regards to holding our outsourced services accountable to performance.
As well, e-mail integrations have recently been integrated as an Out of box feature. This allowed us to reduce operational costs by switching SaaS providers for e-mail engagement and allowed faster AHT & reply times due to the UI efficiencies of the Inbox setup for agents.
As well, e-mail integrations have recently been integrated as an Out of box feature. This allowed us to reduce operational costs by switching SaaS providers for e-mail engagement and allowed faster AHT & reply times due to the UI efficiencies of the Inbox setup for agents.
Review
What do you like best about the product?
Insights and data and the ability to manage all platforms in one place.
What do you dislike about the product?
Nothing, it would be great to get some more metrics in terms of performance.
What problems is the product solving and how is that benefiting you?
We are able to manage over 80k queries a month and have a team of 24 people using the tool.
Conveniet and structurered
What do you like best about the product?
It gives structure, and makes it easy to respond to comments by linking the history of the poster.
What do you dislike about the product?
It can get slow, then I would have to sign out and sign back in.
What problems is the product solving and how is that benefiting you?
It's helped me recognize patterns, issues, and helps run through a long list in a mush shorter time.
Recommendations to others considering the product:
Makes things much easier when you have a huge following.
Simple and Effective: Clarabridge Engage
What do you like best about the product?
The ability to sort by impact metrics based on a customer basis.
What do you dislike about the product?
There is an occasional and noticeable minor lag between message updates.
What problems is the product solving and how is that benefiting you?
Customer outreach, data acquisition etc.
Recommendations to others considering the product:
Utilize tagging features and software integration.
Monitoring all channels in 1 and answering right away!
What do you like best about the product?
No matter what channel a client uses, everything is ordered on a chronological way. That way, we can handle all questions/complaints in respect with our SLA. It's super easy to answer from within Clarabridge Engage, and you always have a clear view on the client's history. Great tool!
What do you dislike about the product?
It's a pity that, when you discover an important subject or theme in line with your business, and you add this in the keyword search, you can't get older data from the past.
What problems is the product solving and how is that benefiting you?
By using Clarabridge Engage, our Customer Care Service is more efficient, professional and clients are more satisfied, thanks to the quick answers we can deliver.
Efficient and better social media management
What do you like best about the product?
It's easier to respond to, monitor, and tag messages especially for reaching quota.
What do you dislike about the product?
Sometimes the website responds slow, and we have to frequently reconnect the social media pages to the website.
What problems is the product solving and how is that benefiting you?
Easier tagging, easier responding (as opposed to opening a message one-by-one on different social media pages)
Recommendations to others considering the product:
It's more user-friendly than most social media management tools
CX Social
What do you like best about the product?
It is pretty comprehensive program to understand and analyze your customer demands.
What do you dislike about the product?
I haven't encountered any lack. I can do anything I want. It is an adequate program every aspect.
What problems is the product solving and how is that benefiting you?
We can see the shortcomings of the institution I work with on social media and focus on these issues and produce solutions. Due to this comprehensive program, we are taking forward steps about all problems/demands.
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