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      QUALTRICS FOR CUSTOMER SERVICE

      Go from customer contact to customer loyalty

      Go from cost center to experience driver with all your X- and O-data on a single platform, helping you deliver breakthrough contact center experiences that reduce churn and drive unwavering loyalty from your customers

      Outcomes delivered

      • Resolve customer issues faster to reduce churn and increase loyalty
      • Gather X-Data in real time from live voice calls, chatbots, SMS, IVR and many more
      • Share real-time metrics with agents, team leads and more
      • Identify improvements with the biggest impact on the experience AND your bottom line

      Go from feedback to
      resolution in no time at all


      Go beyond the post-call survey

      Hear and understand you customer at every meaningful moment: inbound and outbound calls, IVR , voice activated devices, mobile, text, and chat. Deliver the support your customers expect, in whatever channel they prefer.

      Proactively spot issues with
      predictive analytics

      Deliver tailored insights from the c-suite down to the front-line agent. Hone in on focus areas to address customer churn, increase operational efficiency and identify coaching opportunities to improve performance and productivity.

      Take action at scale

      From micro- to macro-actions, we have you covered. Automatically route customer feedback to the right team to address issues with individual customers. Or, create action plans to tackle broader strategic initiatives.

      Empower teams with role-based,
      actionable insights


      Gain meaningful insights with experience data (X-data) and operational data (O-Data) on one platform. Your teams will be able to see everything, across all channels to identify gaps or trends as well as the actions they need to take to improve the experience AND impact your bottom line.

      End-to-end view of every
      moment that matters


      See your entire customers’ experience like you’ve never seen it before. With a holistic view of every touchpoint, including transactions, invitations, and feedback, Qualtrics makes it easy to seamlessly measure and connect insights across the entire lifecycle — so you can deliver personalized experiences that delight customers.

      Endless customer service
      use cases


      Voice of the Customer

      Capture the voice of the customer, using multiple channels, at every touch point of the customer journey.

      LEARN MORE

      Transactional & Relational NPS

      With CSAT and Qualtrics Bain-Certified NPS questions, you can combine in-moment and long-term customer satisfaction feedback.

      LEARN MORE

      Employee Coaching

      Uncover opportunities to coach your employees, based on customer feedback. Develop coaching plans designed to upskill your teams to deliver on customer expectations and help improve agent performance and reduce churn.

      LEARN MORE

      Contact Center Analytics

      Connect your O- and X-Data to optimize your contact center operations and employee productivity.

      LEARN MORE

      Closed Loop Follow-up

      Act on customer feedback quickly and turn detractors into promoters with a comprehensive, closed-loop solution for faster, more effective issue resolution.

      LEARN MORE

      Action Planning

      Create action plans to turn insights into action to address the key drivers of customer satisfaction and agent productivity. Identify collaborators, task owners, set milestones, and track them all the way to completion.

      Customer Retention

      Improving customer retention is critical to your business. Qualtrics helps you predict individual customer behavior and take action before it is too late.

      LEARN MORE

      Voice Analytics

      Turn every call into insights and track customer emotion, sentiment, and trending topics to get complete visibility on the customer experience.

      LEARN MORE

      Text Analytics

      Often, the most actionable insights are hidden deep in open text responses, but reading all those comments is impossible at scale. Qualtrics Text iQ instantly analyzes open text and presents the information using easy-to-understand visual dashboards.

      LEARN MORE

      Digital CX

      Digital channels are a crucial part of your customer’s experience. Qualtrics helps you measure and optimize every touchpoint across every digital platform.

      LEARN MORE

      Customized automatic alerts

      Deliver alerts on your phone, in your inbox, or third party tools like Slack, ZenDesk and many more. Notify the right people on their based on their roles and department with AI-based smart routing.

      SEE INTEGRATIONS

      The platform trusted by
      over 11,000 brands


      With Qualtrics Experience Management, we’re able to close the loop with customers at every touchpoint. It’s like our customers are sitting next to us and telling us constantly how we’re doing.
      We’ve become more than just customer-centric. Qualtrics XM helped us become more predictive of customer’s needs. That improves their satisfaction and loyalty.

      Qualtrics’ Flexible Service Model

      We know that sometimes you need someone else to manage a project so you can allocate energy to other initiatives. Other times, you need the flexibility and agility to manage the details yourself. Our offering gives you the freedom and power to dial up or dial back the services at any time during the program.

      Advisory

      • XM Scientists
      • XM Institute
      • Tech Consultants

      Deliver

      • Tech Consultants
      • Solution Architects
      • Program Architects

      Support

      • Customer Success
      • Qualtrics Support
      • Technical Account Manager
      • Experience Basecamp

      Customization

      • Engineering Services

      See how Qualtrics can improve your customer service experience

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