Qualtrics
Qualtrics LLCReviews from AWS customer
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Great platform for comprehensive social listening & 360 view analytics
What do you like best about the product?
Love how all of my social media channels and engagement can be tracked together, to give the most comprehensive view. Also, love the drill down capabilities (for example, in the sentiment analytics, I can click on negative comments that day to see exactly what people are saying to understand the source of their negativity or frustration. Allows for immediate response to specific issue and mitigating the problem right away.)
What do you dislike about the product?
I honestly have never seen product so well-tuned and developed for social media analytics. The only comments I have in improvements are suggestions for future development. I would like to see some sort of machine learning integrations where I can use 3rd party API's such as crowdflower or scale.io API to enhance the accuracy of various sentiment classifiers.
What problems is the product solving and how is that benefiting you?
CX Social helps inform our content marketing strategy, in terms of understanding what gains traction with the community. Social Media is really awesome in that it allows you to test various ideas with the community on a small scale before developing full-blown business model strategies around a domain. For example, when deciding which bussiness services we should develop full-blown campaigns for (eg. cloud-based analytics vs. specific business use cases) you can put up content relating to both of these topics and see what the community seems to get more excited by. Having CX Social is the critical component in being able to measure the engagement and response types of these indivuals, as well as realizing exactly what stage within the customer journey they are in.
Staying Connected in the Moment
What do you like best about the product?
I like how easy it is to tag other users
What do you dislike about the product?
I'm not a fan of the measurement system.
What problems is the product solving and how is that benefiting you?
I don't think the analytics are very strong with this system as not everything funnels in and it reports on things in ways that don't align with other systems. For example, the way average response time is measured and featured is poor.
Review from Orkin Social Media Team
What do you like best about the product?
Analytics and customization of dashboard
What do you dislike about the product?
It can be difficult to figure out which widget serves you the right data.
What problems is the product solving and how is that benefiting you?
CS response time. It has given us the capability to organize our workflow and therefore respond more quickly and efficiently.
Recommendations to others considering the product:
Can be difficult working with trainers/support team based outside of the U.S due to a longer wait time and time changes.
Good, but lots of room for growth
What do you like best about the product?
Being able to pull in social media data from various sources.
What do you dislike about the product?
I wish the dashboard building was similar to CX studio. it feels like a completely new platform and as far as I am aware, there is no training on how to build them.
Also, it still requires a lot of manual back checking for posts it pulls in. We have a lot of spam posts that follow a pattern of junk junk "-- buy" junk junk junk. It would be nice if we could filter out specific phrases like "--buy" but not "buy" in general.
Also, it still requires a lot of manual back checking for posts it pulls in. We have a lot of spam posts that follow a pattern of junk junk "-- buy" junk junk junk. It would be nice if we could filter out specific phrases like "--buy" but not "buy" in general.
What problems is the product solving and how is that benefiting you?
Right now we are in early stages and are just trying to look at customer feedback of different sectors of the business
One of the most complete tools on the market
What do you like best about the product?
Intuitive to handle social media mentions. Tagging possibilities. View of the data in the reporting dashboard.
What do you dislike about the product?
Sometimes less intuitive to find a solution. The tool is complex, for people who aren't really an expert. There are always features/possibilities that are lost in the shuffle. Really a pity for such an expensive tool.
What problems is the product solving and how is that benefiting you?
We have a better view on what's happening on our own pages and the competiton. we can organise our Social Customer service better.
Easy and really professional monitoring tool
What do you like best about the product?
Tagging, make personal and adapted dashboards for insights, assign messages to other people in your team, and many more! I want to continue to use CX Social for my work
What do you dislike about the product?
Sometimes LinkedIn disconnect, so I can't post pictures and LinkedIn via CXSocial
Sometimes the client support is not adapted to my organisation
Sometimes the client support is not adapted to my organisation
What problems is the product solving and how is that benefiting you?
Monitoring for all my organisation and precise insights
Reports and insights for my management
Reports and insights for my management
Recommendations to others considering the product:
no
Good tool for monitoring, publishing and analytics for social media
What do you like best about the product?
Comparable data across multiple accounts; precise social media monitoring, works very well with smart filters, especially to narrow down topics; easy to identify most active accounts, top posts and influencers.
What do you dislike about the product?
-comparable data across different channels (LinkedIn impressions? - twitter potential reach)
-deeper social listening across the web.
-certain data visualizations could be improved;
modulation for social media dash-boarding is not very flexible, and some modules just look plain odd. It is not fit or straight-forward reporting;
-deeper social listening across the web.
-certain data visualizations could be improved;
modulation for social media dash-boarding is not very flexible, and some modules just look plain odd. It is not fit or straight-forward reporting;
What problems is the product solving and how is that benefiting you?
Social media monitoring and analytics, identifying influencers
Recommendations to others considering the product:
it's quite easy to setup and use, but it is not as powerful as some other available tools, for example if you looking for web-monitoring, you'll have to invest in something more suitable . CX social is very good for social media, and it does what it promises.
CX Social for social listening
What do you like best about the product?
The alerts that we’re emailed in order for us to be aware of an escalating issues
What do you dislike about the product?
That we’re unable to upload video content through CX Social to our brand pages
What problems is the product solving and how is that benefiting you?
Posting to hundreds of pages, social listening for press office, efficient reports
tool is good, but not meeting expectations and/or promises
What do you like best about the product?
the complexity of what can be done within CX and the analysis and reporting
What do you dislike about the product?
the support when an issue arises and that features were said to be included / would be provided in a specific timeframe, but in the end they were not. Delays in FB messages appearing in CX, when they were visible in FB directly for up to 30 mins.
What problems is the product solving and how is that benefiting you?
have chosen to go in a different direction, as the support was not meeting our expectations.
Good in sales, not in performing
What do you like best about the product?
The amount of (social) channels available within the tool
What do you dislike about the product?
The support, the latency, the lack of help when needed
What problems is the product solving and how is that benefiting you?
Trying to aggregate multiple channels into one tool to gain efficiency within Customer Care
Recommendations to others considering the product:
Dont believe everything you're told
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