Qualtrics For Customer Service
Go from customer contact to customer loyalty
“With Qualtrics, our NPS® has risen every year and closing the loop is now seamless” — Swiss Re. Learn how Qualtrics helped Swiss Re increase NPS by 7 points.
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
- 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 surveyHear 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
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 scaleFrom 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,
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 personalised experiences that delight customers.
Endless customer service
Voice of the CustomerCapture the voice of the customer, using multiple channels, at every touch point of the customer journey. Learn More
Transactional & Relational NPSWith CSAT and Qualtrics Bain-Certified NPS questions, you can combine in-moment and long-term customer satisfaction feedback. Learn More
Employee CoachingUncover 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 AnalyticsConnect your O- and X-Data to optimise your contact center operations and employee productivity. Learn More
Closed Loop Follow-upAct on customer feedback quickly and turn detractors into promoters with a comprehensive, closed-loop solution for faster, more effective issue resolution. Learn More
Action PlanningCreate 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 RetentionImproving 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 AnalyticsTurn every call into insights and track customer emotion, sentiment, and trending topics to get complete visibility on the customer experience. Learn More
Text AnalyticsOften, the most actionable insights are hidden deep in open text responses, but reading all those comments is impossible at scale. Qualtrics Text iQ instantly analyses open text and presents the information using easy-to-understand visual dashboards. Learn More
Digital CXDigital channels are a crucial part of your customer’s experience. Qualtrics helps you measure and optimise every touchpoint across every digital platform. Learn More
Customised automatic alertsDeliver 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 9,000 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.
Director, Customer Insights
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.
Global Practice Director
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.