Back to business. The right way.

From small businesses to large corporations, no business has been immune to COVID-19. As things have developed, the conversations we have seen and been a part of are centering around how business will get going again. How do we bring back employees the right way? How and when should we engage our customers?

We are continuing our effort to help by offering these free trials for all companies. We hope this helps each of you get moving forward again, the right way.


Frontline Connect

understand new customer needs & requirements



Confidence Pulse

learn how to help and keep your customers



Digital Open Door

launch a digital open door for all customers


Free Trials

Frontline Connect


When it’s tough to get insights from customers directly, go to the people who know them best – your frontline. Quickly get a sense of what’s going on with customers and what are the most important actions to take to retain them. As the situation evolves, keep a pulse on how customers are responding so you know what to do next.

  • Get insights from frontline employees on customer issues
  • Identify and retain at-risk accounts through automated actions
  • Deliver recommended actions at scale directly to employees

Free Solution

Customer Confidence Pulse


These are uncertain times for your customers, and building confidence and trust with them is more important than ever. Get ongoing feedback on what your customers need to feel confident about doing business with you, and take rapid action that garners loyalty.

  • Continuously monitor and adapt to evolving customer expectations
  • Confirm that your response measures are effectively communicated and understood
  • Take targeted action on the most helpful/impactful changes

FREE SOLUTION

Digital Open Door


Keeping communication lines open with your customers is more critical than ever. Quickly stand up a digital open door to ensure you always have an open, two-way line of communication with your customers. And optimise digital experiences to meet evolving customer needs.

  • Deploy an always-on website listening post
  • Easily communicate guidance, available support, and updates to service
  • Improve digital journeys to meet changing needs

ENTERPRISE SOLUTION

Back to Business CustomerXM


More than ever, you need a flexible CX program that can rapidly adapt to a changing environment. Qualtrics CustomerXM, built on the Experience Management Platform trusted by over 12,000 leading brands, gives everyone in your organisation the tools to respond to changing customers’ preferences and takes rapid actions that not only get you back to business, but drive longer-term loyalty and impact.

Purpose-built, CustomerXM products are designed to continuously optimise experiences across every stage of the customer journey.

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+ Foundational

Diagnose the health of your customer relationship, and inform strategic focus areas that can serve as the foundation for your CustomerXM program

+ DIGITAL CX

Create great digital experiences that address key digital challenges across journeys, such as cart abandonment and content effectiveness

+ CUSTOMER CARE

Resolve customer issues more efficiently and improve employee experience of contact center and field service teams

+ LOCATION CX

Deliver exceptional in-person experiences across locations and address key challenges such as frontline productivity and online review reputation

+ ACCOUNT MGMT

Improve customer lifetime value and reduce churn for the most important accounts by addressing key challenges such as optimising renewals and driving upsell

Additional solutions for
managing through COVID-19


Staying connected with your stakeholders, and acting quickly on their feedback is mission critical during times of uncertainty. In partnership with the XM Institute, we’ve launched a series of free trials for governments, businesses, and academic institutions—along with a recommended timeline of execution.

Free Trials


XM SOLUTION / EMPLOYEE

Return to
Work Pulse

Qualtrics Return to Work Pulse helps you quickly and confidently understand how and when your employees should return to the workplace. Whether teams have been working from home, staying off-site due to temporary business closures or staying home due to health concerns, Return to Work Pulse helps address each employee’s unique needs to make a safe and positive transition back.

  • Assess employees’ concerns and confidence levels with, pre-configured questions
  • Automatically view critical sentiment from unstructured responses via pre-built report
  • Use real-time employee sentiment to make plans for your organisation and employees as you transition back to the workplace

XM SOLUTION / CUSTOMER

Frontline
Connect

When it’s tough to get insights from customers directly, go to the people who know them best – your frontline. Quickly get a sense of what’s going on with customers and what are the most important actions to take to retain them. As the situation evolves, keep a pulse on how customers are responding so you know what to do next. Learn more >

  • Get insights from frontline employees on customer issues
  • Identify and retain at-risk accounts through automated actions
  • Deliver recommended actions at scale directly to employees

XM SOLUTION / CUSTOMER

Customer
Confidence
Pulse

These are uncertain times for your customers, and building confidence and trust with them is more important than ever. As you move your business forward, get continuous feedback on what they need, and take rapid action to meet their evolving preferences so you can build the confidence they need to keep doing business with you. Learn more >

  • Continuously monitor and quickly adapt to evolving customer expectations
  • Confirm that your response measures are effectively communicated and understood
  • Capture key insights to take targeted action on the most helpful solution

XM SOLUTION / CUSTOMER

Digital
Open Door

Keeping communication lines open with your customers is more critical than ever. Quickly stand up a digital open door to ensure you always have an open, two-way line of communication with your customers. And optimise digital experiences to meet evolving customer needs.
Learn more >

  • Deploy an always-on website listening post
  • Easily communicate guidance, available support, and updates to service
  • Improve the digital experience to meet changing customer needs

XM SOLUTION / EMPLOYEE

Remote + On-site Work Pulse

Whether you’re supporting a remote workforce, or protecting the health of essential on-site employees—it’s never been more important to check in with your people and respond to their needs. Keep employees connected, enabled, and feeling safe amidst the COVID-19 crisis with Remote + On-site Work Pulse. Learn more >

  • Quickly assess workforce morale and well-being
  • Understand employee needs as they adapt to changing work environments—whether remote or on-site
  • Identify what matters by geographic location and team then prioritise response actions
  • Reduce the impacts this disruption can have on culture, employee safety, and productivity

XM SOLUTION / HEALTHCARE

Healthcare Workforce Pulse

Frontline healthcare workers and those who work within healthcare systems, hospitals, pharmacies, and clinics are facing unprecedented challenges associated with the rapid spread of COVID-19. This Healthcare Workforce Pulse is designed to help healthcare organisations stay connected with their frontline workers during this challenging time. Learn more >

  • Identify and respond to healthcare worker safety concerns
  • Identify and prioritise support, resources, and supplies needed for healthcare workers to do their jobs
  • Enable better communications and facilitate resiliency of frontline healthcare workers

XM SOLUTION / B2B

Supply
Continuity
Pulse

Many businesses are facing the challenge of maintaining delivery of products and services during this time of disruption. The Supply Continuity Pulse helps you understand if your suppliers expect to meet delivery timelines and helps you identify areas to optimise Business Continuity and Recovery Plans. Learn more >

  • Understand your suppliers’ business state and their confidence in meeting your business needs
  • Learn what factors are affecting supplier confidence or ability to fulfill contractual commitments
  • Identify what help suppliers need to meet current orders and mitigate future risks

XM SOLUTION / K12 & HIGHER EDUCATION

Remote
Educator
Pulse

As more schools across K-12 and higher education shift to a remote learning model, staying connected with your frontline teaching staff is more critical than ever. The Remote Educator Pulse is a companion to the Remote Work Pulse to help you ensure that faculty are prepared to deliver remote learning programs, while connecting you to their ongoing experiences so you can drive continuous impact. Learn more >

  • Determine issues with remote teaching and learning
  • Identify blockers to remote learning and key areas of investment needed
  • Keep an ongoing pulse and act in real-time to keep students learning and thriving

XM SOLUTION / EDUCATION

K-12 Remote
Learning
Pulse

K-12 / primary and secondary schools must continue to provide educational and other vital services while closed. The Remote Learning Pulse helps you understand student issues with remote learning, and needs to succeed in this new environment. This solution also helps you identify areas for improvement so that teaching and learning can continue. Learn more >

  • Assess how prepared students and families are to participate in remote learning
  • Identify blockers to remote learning and key areas of investment needed
  • Keep an ongoing pulse and act in real-time to keep students thriving

XM SOLUTION / EDUCATION

Higher Ed
Remote Learning
Pulse

Colleges and universities are facing the difficult challenge of keeping students safe, while minimising disruptions to teaching and learning. The Remote Learning Pulse helps academic institutions with remote learning readiness, and to identify areas for continual improvement.
Learn more >

  • Determine health of students, and remote learning readiness
  • Identify blockers to remote learning and key areas of investment needed
  • Keep an ongoing pulse and act in real-time to keep students learning and thriving

XM SOLUTION / PUBLIC HEALTH

COVID-19 Dynamic Call Center Script

A dynamic call center script that supports public health organisation staff to deliver accurate, up-to-date information to callers about COVID-19. It also includes automatic reporting showing caller trends, patterns and gaps in information requests. Learn more >

  • Rapidly enable public health staff to respond to incoming calls regarding COVID-19
  • Direct citizens to the right COVID-19 resources based on their responses
  • Automatic reports that outline caller trends and where information gaps exist

XM SOLUTION / PUBLIC HEALTH

COVID-19
Pre-screen &
Routing

An online, guided COVID-19 pre-screen questionnaire to identify high-risk citizens, provide recommended actions, and collect information from visitors about their current symptoms and circumstances. Additionally, public health organisations can then route visitors to the most appropriate resources. Automatic reports identify visitor demographics and gaps in current information availability. Learn more >

  • Reduce congestion on public health resources with online questionnaire
  • Automatically route at-risk citizens to available COVID-19 resources
  • Automatically direct citizens to the information they need based on their answers

XM SOLUTION / MARKETING

COVID-19 Brand Trust Pulse

In this time of intense uncertainty, brand trust is evolving rapidly. The COVID-19 Brand Trust Pulse helps assess consumer trust in your brand, and prioritises actions you can take immediately to earn and maintain that trust.
Learn more >

  • Understand rapidly evolving consumer sentiment
  • Benchmark your brand against the most important drivers of trust
  • Prioritise actions that build trust during the COVID-19 crisis and beyond
  • See results in days, not weeks

IMPORTANT INFORMATION

We hope you find our Here to Help Solutions useful. Our team of XM Scientists works hard to make them as convenient and effective as possible. That said, we have customers around the world with unique and complex needs and circumstances, so we can't guarantee these solutions are fit for your particular purpose or that they comply with applicable laws in your location. You should check with your own legal and other advisors when deciding the appropriate solution and implementation for your circumstances.