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

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Qualtrics Customer Experience™ makes it easy to pinpoint customer issues and deliver quick, effective resolution through whatever communication channels your customers use.

  • Faster resolution of customer concerns
  • Reduced customer churn
  • Improved employee productivity
  • A more customer-focused culture

Go from feedback to resolution in no time at all

Take action at scale with automatic triggers

Automatically turn customer feedback into tickets — just set your triggers and when a customer needs a response, you’ll know immediately. Everyone in your team will be able to understand the issue too, with highlight summaries that help them know which action to take next.

Predict what customers will do next and reduce churn

Manage, track and respond to tickets across desktop, mobile or the Qualtrics Follow-up app. And when you’re unavailable, you can automatically forward tickets to the right person, so customer concerns are never overlooked.

Track every customer interaction across every platform

Get a complete view of every customer interaction with ticket tracking and integrations into your CRM and other key business data systems.

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.

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.

Transactional & Relational NPS

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

Employee Engagement

Engaged employees create loyal customers. Qualtrics can connect your employee and customer data to better understand the correlation between employee and customer satisfaction.

Customer Analytics

Qualtrics helps you anticipate customer expectations by using powerful analytics to finds patterns in customer feedback that would otherwise be overlooked.

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.

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.

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 analyzes open text and presents the information using easy-to-understand visual dashboards.

Digital CX

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

Customer Surveys

World-class CX programs start with quality data. Get answers to your most important customer questions with the world’s leading survey platform

The platform trusted by over 9,000 brands

View All Customer Stories

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 realize value from our technology. From training and best practice sharing to solution consulting, we can ensure you are always on track.

Implementation

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 organization are never blocked.

Consulting

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.