Qualtrics recognized for two customer service Stevie® awards

Qualtrics has been awarded two silver awards in customer service by the Stevie® Awards. The Qualtrics customer service team was recognized for ‘Best Use of Technology’ for its innovative support portal, which drove a 40% rise in accurately assigned tickets; and for ‘Innovation in Customer Service’ with the XM Community, which, since launch, has driven a 10X improvement in feature request satisfaction.

The Qualtrics customer service team is constantly designing and improving the customer experience, and we’re excited to show you what led to these awards.

Best use of technology

Qualtrics was recognized for the best use of technology for the Qualtrics Support Portal where customers receive a unique multi-channel experience when contacting our world-class support team.

In June 2020, we launched the fully authenticated Support Portal to provide a comprehensive support experience to anyone who needs help. The Support Portal includes features such as a personalized support experience, a streamlined method to contact support, and a historical record of past support interactions.

The Support Portal helps customers get the right support connections more quickly: Its introduction drove a 40% increase in accurately assigned tickets. Additionally, with its guided flow, the Support Portal ensures that our support team has the right information at hand to assist customers efficiently.

According to the expert panel of judges:

“I have to say, this is the best integrated channel support example I have seen, which ensures not only the fact that customers get more power to self serve or choose the support channel they prefer but also the the fact that it's personalized based on the product or services the customer has while providing them a complete support history to improve the customer experience.”

This is only the beginning – look for more improvements coming to the Support Portal throughout 2021.

Innovation in Customer Service

At the end of 2019, Qualtrics launched Product Ideas on the Qualtrics XM Community, raising the community to a whole new level of co-creation. Here customers collaborate with Qualtrics employees to raise feature requests to be considered for the Qualtrics product roadmap.

Product Ideas provides strong and transparent product signals for product managers and the ideation board. After launch, we saw 3.4X as many weekly active users to the community, and customer satisfaction with the new feature request process rose by 1,000% (NOT a typo). Ideation not only encourages transparency but creates a feeling of camaraderie among community members helping to shape the future of the Qualtrics Experience Management Platform™.

Stevie® judges recognized the importance of dialogue and customer input for the product roadmap:

“Qualtrics has done a great job recognizing the need for their customers to be able to provide information back into the company. Being able to uplift and increase their satisfaction rate exponentially through their ideas board is great.”

If you want to help contribute to the Qualtrics roadmap, head over to the Qualtrics XM Community, create a community account, and check out what’s happening in Product Ideas.