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.
Best use of technology
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.”
Join our award-winning community of Qualtrics customers
The Stevie® Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie® Awards organizes eight of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.
March 19, 2020