Pour qui ?

Des leaders en matière d'expérience client dans toutes les industries cherchant une solution rigoureuse et simple pour une gestion complète de l'expérience client.

Notes moyennes

169 avis
  • Note globale 4.5 / 5
  • Facilité d'utilisation 4.5 / 5
  • Service client 5 / 5
  • Fonctionnalités 4.5 / 5
  • Rapport qualité-prix 4.5 / 5

Informations sur le produit

  • Version gratuite Oui
  • Version d'essai gratuite Oui, obtenez un essai gratuit
  • Déploiement Cloud, SaaS, web
  • Formation Formation présentielle
    Formation en ligne en direct
    Webinaires
    Documentation
  • Ressources d'aide Service de support permanent (réponse directe)
    Support en horaire de bureau
    En ligne

Informations sur l'éditeur

  • Qualtrics
  • https://www.qualtrics.com/
  • Fondé en 2002

En savoir plus sur Qualtrics Customer Experience

Qualtrics Customer Experience (CX) est la plateforme la plus agile au monde en matière d'amélioration de l'expérience client. Elle vous permet de surveiller, de répondre et d'améliorer les moments clés de votre parcours client et d'intégrer les commentaires des clients à chacune de vos décisions. Grâce aux tableaux de bord flexibles édités en fonction des postes de chacun, une gestion de cas dynamique et une intégration CRM complète, vous offrez enfin une expérience client inégalée. Demandez une démonstration personnalisée ou créez un compte gratuit pour vous lancer.

Qualtrics Customer Experience - Fonctionnalités

  • Analyse de texte
  • Analyse des sentiments
  • Analyse des tendances
  • Analytique
  • Collecte multicanal
  • Gestion des actions
  • Gestion des commentaires
  • Gestion des connaissances
  • Gestion des enquêtes
  • Segmentation de la clientèle
  • Tableau de bord
  • Accès mobile
  • Devis et offres
  • Gestion des tâches
  • Gestion du territoire
  • Intégration des médias sociaux
  • Intégration du chat interne
  • Intégration du marketing automation
  • Lead scoring
  • Segmentation
  • Stockage de documents
  • Système de calendrier et de rappel
  • e-mail marketing
  • CRM
  • Carte de fidélité
  • Cartes de fidélité
  • Gestion des abonnements
  • Gestion des cartes cadeaux
  • Gestion des récompenses
  • Portail des membres
  • Suivi des activités
  • Suivi des références
  • Classification des plaintes
  • Gestion des assurances qualité
  • Gestion des cas
  • Gestion des commentaires
  • Gestion des enquêtes
  • Gestion des formulaires
  • Mesures correctives (CAPA)
  • Portail libre-service
  • Routage
  • Suivi des médias sociaux
  • Suivi des plaintes de clients
  • Suivi des problèmes
  • Audit des problèmes
  • Gestion de la base de connaissances
  • Gestion de la remontée des problèmes
  • Gestion de projets
  • Gestion des affectations
  • Gestion des tâches
  • Problèmes récurrents
  • Programmation des problèmes
  • Tableau de bord
  • Analytique
  • Collecte de commentaires
  • Contenu vidéo
  • Gamification
  • Gestion communautaire
  • Gestion de la communication
  • Gestion des désabonnements
  • Messagerie instantanée
  • Syndication de contenu
  • Analytique
  • Collecte de commentaires
  • Feedback à 360 degrés
  • Gestion des enquêtes
  • Rapports sur les appels
  • Suivi des plaintes

Logiciels équivalents

Avis les plus utiles sur Qualtrics Customer Experience

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

Publié le 09/08/2017
Daniel D.
CRM Specialist
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
4/5
Note globale
5 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
4 / 5
Support client
3 / 5
Rapport qualité-prix

Avantages: 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.

Inconvénients: 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

Publié le 13/02/2019
Utilisateur vérifié
Associate
Conseil en gestion, 1 001-5 000 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
4 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
4 / 5
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: 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.

Avantages: 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!

Inconvénients: 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.

Great Product, Great People

Publié le 03/08/2018
Bryce H.
Assistant Director for Institutional Assessment
Gestion de l'enseignement, 501-1 000 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
4 / 5
Fonctionnalités
5 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: As a higher education professional, we have to process students accurately and efficiently, and qualtrics has helped us creatively do this on a number of levels. We also gather and report out on student satisfaction concerns, as well as marketing and needs analyses. The system is extremely versatile, so there are countless applications that can help guide the work we do in higher educational settings. This is a premium product that requires a premium investment from your organization; however, once you've made this investment, you'll find that they have thought of almost everything from an end-user perspective, and have made a very friendly yet robust product, a difficult balance to strike in a competitive industry.

Avantages: Customer Service turns out to be a huge part of any user experience, but as a Brand Administrator, I was always getting requests from people in my organization about Qualtrics. I always found them to be readily available and willing to field whatever crazy request I was asking about. There are several high-quality survey and analytics tools on the market, but Qualtrics has really set itself apart by investing heavily into it's customer experience resources (physical, digital, and human) to round out a solid overall experience.

Inconvénients: As an social science research scientist, I found that there are a few "hard coded" defaults in the system that do not really align with common research practice. There are not a ton, but one is the coded values of Likert-type items; because the default setting is Very Satisfied = 1 and Very Disatisfied = 7, I have to customize all of my subsequent items in my surveys to ensure that my averages or "TOP TWO" results meet what I expect. This is not a serious matter in the end because I'm aware of it, but I got burned by this a few times in the past and it cost me a good bit of time.

A Thankful PhD Student

Publié le 19/09/2018
Richard G.
PhD Student
Recherche, 1 001-5 000 employés
Temps d'utilisation du produit: plus de deux ans
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Avantages: I like its intuitiveness; the clever anticipation of what I would most likely want to happen next and the bringing of it to fruition. Here's a simple but elegant example: I want to change a question number but the question is the trigger to a branch chain sequence. If I change the number, will it affect the branch logic which would mean tons more work? Answer: No! The program automatically changes the identification number in the branch chain sequence thereby saving time and effort.

Inconvénients: Because of the vast number of options available in one's survey development, it takes some time to get used to the software's full functionality. That can be a little off-putting when one is anxious to get on with the project at hand. However, patience opens up a wide variety of tools and choices to enhance one's project...and a bit of experimentation can also reveal interesting and novel techniques to make the presentation look and feel better.

Interactive dashboards have gotten our consumers excited about data!

Publié le 21/12/2017
Virginia M.
Social/Clinical Research Specialist
Enseignement supérieur, 501-1 000 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
5/5
Note globale
5 / 5
Facilité d'utilisation
5 / 5
Fonctionnalités
5 / 5
Support client
5 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: This makes it so easy to share data with consumers in a way they can understand and use. There is tremendous flexibility with the software as far as chart types, formatting, and user permissions. Plus, it's fast and easy to learn, especially with online training and customer service available.

Avantages: Qualtrics Vocalize makes it easy for me to share data with exactly the people who need to see it, and interactive filters give them flexibility to view exactly the data they want. There are many different chart types to choose from bar graphs, line graphs, tables, gauge charts, and word clouds, just to name a few of my favorites! I can assign permissions by user attribute or data field to show as much or as little data as necessary. The formatting options also allow me to choose colors and fonts to match my company brand, which is a huge plus.

Inconvénients: I feel limited when it comes to doing advanced calculations (simple calculations are no problem). There is not a built-in feature to show response rates though sometimes this is possible to do with a calculation.

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