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

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

Customer service software screenshot

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

Customer service software screenshot

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
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 optimise 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 analyses 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 optimise every touchpoint across every digital platform. Learn More

Customised 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 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.

Client Success

Dedicated client success managers help you realise value from our technology. From training and best practice sharing to solution consulting, we can ensure you are always on track.


You won’t have to do it alone—our experienced implementation staff can help you get your program up and running and ensure full operational integration.

Client Engineering

Our client engineering team can build any solution you can imagine, including HRIS or ATS integrations, historical data imports, custom widgets, and more.

Online Tutorials

Get answers to every question with detailed, self-guided videos and content designed to help you become an expert quickly.

24/7 On-Call Support

Need to talk to a human? Call anytime day or night and a product specialist will answer. We’ll ensure you and your organisation are never blocked.


Need expert help with program design, complex surveys, best practices, or results training? Our team of survey scientists and market research subject matter experts have the end-to-end expertise to deliver.