Exceed customer expectations.
Everywhere.
Understand every interaction, across every channel, and act on data-driven insights to deliver world-class, omnichannel customer experiences.
The world's
best brands
choose
Qualtrics
Today's reality
Customer attrition
Organizations are losing share to competitors and can’t seem to put our finger on why - what is it that customers are getting elsewhere?
Increasing support costs
The cost to support customers is on the rise - organizations are investing in improving this but it’s not really moving the needle.
Tight budgets
In today’s combination of competitive environment & tightening budgets it has become more critical than ever to ensure that the investments we do make are having outsized impact.
With Qualtrics Omnichannel Experience Management you can
- Collect data from various platforms, including social media, emails, chats, and surveys, to create a complete customer profile
- Monitor customer behavior and engagement metrics & their impact on business metrics (revenue, retention, cost to serve), enabling teams to respond swiftly to trends and insights
- Leverage AI-driven sentiment analysis tools to gauge customer feelings and opinions based on their feedback, helping organizations understand emotions tied to interactions
- Visualize data through customizable dashboards that highlight key performance indicators (KPIs) relevant to various teams, ensuring everyone has access to insights that matter most to their objectives
- Create thresholds, alerts, triggers that automatically kickstart processes that improve customer experience on a 1:1 or 1:many basis
Gain a complete picture of what your customers are saying & doing
Capture every customer interaction – including clicks, calls, chats, emails, surveys, and social media posts – all in one platform. AI and Natural Language Processing tools bring these typically disparate datasets together, integrate them with your key operational data, and sort them into customer journeys, profiles, and segments.
- Expansive data collection capabilities ensure full coverage across all customer interaction channels by a single platform
- Automatically organize incoming data from every channel to create a full picture of the customer experience
From mounds of data to actionable insights for every function
24/7, real-time monitoring across every touchpoint means you’ll see potentially impactful trends the second they emerge. Natural Language Processing (NLP) capabilities unpack topics, meaning, and sentiment, drawing a crystal clear picture of customer perceptions and conversations.
- Turn noise into insights with predictive modelling
- Detect churn, spot upsell opportunities, and highlight inefficiencies with pre-built models
- Determine emerging sentiment, topics and themes from text and voice interactions with our AI-powered analytics
eBook_
Design breakthrough customer experiences in location-based businesses
Learn how to understand how each channel impacts the experience your customers have. Design experiences that go beyond just the physical location to drive footfall, loyalty, and revenue with our 3-step guide to implementing a world-class customer experience program for location-based businesses.
Transition VoC from a back office function to XM-powered operations
Close the loop with every customer, across every channel, with personalized, data-driven prescience. Actionable insights will guide you toward customer-centric solutions to emerging issues, with intelligent prioritization and automated workflows that can help sew up experience gaps at a blazing pace.
- Orchestrate AI-powered personalized follow-ups to every negative customer interaction
- Empower your teams across the organization to act with a customer-first mindset
How we are driving growth
How we are driving growth
Analyzing the thousands of customer conversations from chat and phone calls plays a key role in knowing what our customers are thinking. [Qualtrics] extracts the topics & emotional tone from thousands of daily customer interactions.
SVP Analytics, Reporting & Research @ GM financial
68% - 81%
increase in loyalty rate
Upgrade your programs with flexible, scalable plans
Upgrade your programs with flexible, scalable plans
Omnichannel FAQs
What is an omnichannel customer experience?
An omnichannel customer experience is a seamless, integrated approach to customer service that provides consistency across all touchpoints and channels. It allows customers to interact with a company through various platforms - such as phone, email, chat, social media, or in-person - while maintaining a cohesive experience throughout their journey. This approach ensures that customer information and interaction history are shared across channels, enabling personalized and contextual interactions regardless of the chosen communication method. The goal is to create a unified brand experience, improve customer satisfaction, and increase loyalty by allowing customers to engage on their preferred platforms without losing context or quality of service.
What is omnichannel experience management?
Omnichannel experience management is a strategic approach to customer interactions that seamlessly integrates multiple channels and touchpoints throughout the customer journey. It aims to provide a consistent, personalized, and unified experience across all platforms, including physical stores, websites, mobile apps, social media, and customer service channels. This approach enables businesses to collect and analyze customer data from various sources, allowing them to tailor their offerings and communications to individual preferences. The ultimate goal is to create a cohesive brand experience that enhances customer satisfaction, loyalty, and overall engagement, regardless of how or where customers choose to interact with the company.
What does omnichannel customer experience software do?
Omnichannel experience software integrates multiple customer interaction channels into a unified platform. It enables businesses to manage customer communications across various touchpoints, including phone, email, chat, social media, and in-person interactions. The software tracks customer interactions, provides a consolidated view of customer data, and ensures consistent messaging across channels. It also offers analytics tools to measure performance and identify areas for improvement, ultimately helping businesses deliver seamless, personalized customer experiences regardless of the chosen communication channel.
What is omnichannel analytics?
Omnichannel analytics is the process of collecting, analyzing, and interpreting data from multiple customer interaction channels to gain a comprehensive understanding of the customer journey. It combines data from various touchpoints such as websites, mobile apps, social media, in-store visits, and call centers to provide a holistic view of customer behavior and preferences. This approach allows businesses to identify patterns, trends, and insights across channels, enabling them to optimize their marketing strategies, improve customer experiences, and make data-driven decisions. Omnichannel analytics helps organizations create more personalized and seamless customer experiences by understanding how customers interact across different platforms.