Quick facts
- Best for
- Turn customer voices into business outcomes
- Pricing
- Freemium
- Editor rating
- 4.5 / 5
- Community saves
- 0
About Qualtrics VoC Software
Generated by ChatGPT Qualtrics VoC is a voice of customer software designed to transform customer feedback into actionable business outcomes. This tool captures customer input at different interaction points, including digital experiences, contact center calls, chat, SMS, email, social media, etc. It combines solicited customer surveys with unsolicited mentions into a single platform for a unified view of customer sentiment. The software features intelligent digital intercepts with real-time friction detection and enhances the quality of feedback through conversational interactions to obtain richer insights. Its Qualtrics Assist for customer experience surfaces critical insights from unstructured feedback by asking questions in natural language and rendering quantifiable metrics. Customer sentiment from multi-channels is combined with structured metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT). The software responds to individual customer feedback with automated replies and strategically remedies enterprise-wide recurring issues. Intelligent ticketing automatically creates and manages cases in ServiceNow, Zendesk, and Salesforce CRM systems. Moreover, insights can be shared through role-based dashboards for actionable insights. The software also, allows monitoring of social platforms for emerging brand and competitor trends. A significant aspect of this software is its ability to perform all these operations without the need for IT support.
Pros
- Captures multi-channel inputs
- Unifies solicited and unsolicited feedback
- Real-time friction detection
- Conversational interaction for richer insights
- Natural language questioning in Qualtrics Assist
- Combines customer sentiment with structured metrics
- Automated replies to feedback
- Intelligent ticketing for case creation
- Integration with Service
- Now, Zendesk, Salesforce
- Role-based dashboards
- Social platform monitoring
Cons
- No offline functionality
- Limited customization options
- Depends on data quality
- Limited social platforms integration
- Lacks advanced reporting features
- Transition from structured to unstructured feedback
- Absence of multi-language support
- Inability to analyse visual content
- Integrations limited to Service
- Now, Zendesk, Salesforce
- No built-in spam or bot detection