By measuring and optimising customer experience, you can:
- Improve customer retention and loyalty
- Increase customer share of wallet
- Reduce cost to serve
- Optimise customer acquisition
- Increase brand awareness and equity
Go from customer surveys to customer experience
Customer surveys on every channel
Improve your response rates by engaging customers on the devices and platforms they want to use. With Qualtrics Customer Experience™ you can collect customer feedback through:
- Chatbots and messaging apps
- Text or SMS
- Native apps
- Offline apps
- many more
Expert-designed surveys every time
Get high-quality, actionable data with every customer survey. Choose from a range of pre-built templates designed by PhD customer survey scientists or, build your own and rely on ExpertReview to do the heavy lifting for you. It automatically analyses every question and recommends improvements before you hit ‘send’ so you can be confident you’re launching a best-practice survey every time.
Automatically predict customer churn
Automatically identify at-risk customers and take action to reduce churn with Predict iQ. It learns on all your data from spend and repeat visits to customer feedback and makes powerful predictions about future behaviour so you can take action when your customers need it most.
Take action across the organisation
Follow up with customers easily with built-in closed-loop follow-up and action planning. When a customer response meets certain conditions, a ticket is automatically raised with the right people to step in and take action. And with action planning tools to track it all the way through to resolution, you’ll be able to make sure every customer is taken care of.
What is customer experience software?Learn customer experience
Customer experience management software enables users to collect data on customer experience, measure overall customer satisfaction in real time, and yield insights that impact business decisions. The most basic customer survey software solutions typically offer a way to gather feedback, offering limited reporting and analytics capabilities alongside it. The most powerful customer survey solutions combine collection with reporting and analysis to turn customer feedback into actionable insights through tools like text analytics, predictive insights and closed-loop follow-up tools.