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QUALTRICS FOR CUSTOMER CARE

Go from customer contact to customer loyalty

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 by gathering X-Data in real time from live voice calls, chatbots, SMS, IVR and many more, while sharing real-time metrics with agents, team leads and more to identify improvements with the biggest impact on the experience and your bottom line.

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By providing this information, you agree that we may process your personal data in accordance with our Privacy Statement.
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Go from feedback to resolution
in no time at all

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Go beyond the post-call survey

Hear and understand your 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.

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Proactively spot issues with predictive analytics

Deliver tailored insights from the c-suite down to the frontline agent. Hone in on focus areas to address customer churn, increase operational efficiency and identify agent coaching opportunities to improve performance and productivity.

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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.

The world’s top brands trust Qualtrics to deliver breakthrough experiences

Empower teams with role-based, actionable insights

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.

Voice analytics

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 personalized experiences that delight customers.
Customer service life journey

Top contact center use cases

Voice of the Customer

Capture the voice of the customer, using multiple channels, at every touch point of the customer journey.

Transactional & Relational NPS

With CSAT and Qualtrics Bain-Certified NPS questions, you can combine in-moment and long-term customer satisfaction feedback.

Agent Coaching

Uncover opportunities to coach your agents, 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.

Contact Center Analytics

Connect your O- and X-Data to optimize your contact center operations and agent productivity.

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.

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.

Voice Analytics

Turn every call into insights and track customer emotion, sentiment, and trending topics to get complete visibility on the customer experience.

Text Analytics

Often, the most actionable insights are hidden deep in open text responses, but reading all those comments is impossible at scale. Qualtrics instantly analyzes open text and presents the information using easy-to-understand visual dashboards.

Digital customer service

Digital channels are a crucial part of your customer’s experience. Qualtrics helps you measure and optimize every touchpoint across every digital platform.

Customized 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.

The platform trusted by over 16,000 brands

View all customer stories

Learn about our customers' successes

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With Qualtrics, the moment we receive feedback we can alert the right teams to take action, to mend those relationships, to solve critical issues in real time with our customers.

Emma Sopadjieva
Head of CX Analytics

25%

Increase in account value

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.

Qualtrics’ Flexible Service Model

Transform your contact center into a
key driver of customer experience