[ Qualtri... Reviews ](https://www.g2.com/products/qualtrics-customer-experience/reviews) [ Qualtri... Reviews ](https://www.g2.com/products/qualtrics-customer-experience/reviews) # Qualtrics Customer Experience Features ##### ## Reports & Dashboards (4) Report Customizability Allows user flexibility into manipulating and digging deeper into the data that is provided through the tool. Report Exporting Allows users to export reports from the product into an .xsl, .csv, or .pdf file. Scalability Allows marketer to add, track, and measure a multitude of social media accounts. White Label Offers a white labeling service for agencies or resellers to customize platform branding. Show More ##### ## Social Analytics (7) Competitor Analysis Gathers and compares social data from competitors to help keep tabs on competition and benchmark progess in the social sphere. Follower Analysis Analyzes and illustrates follower information such as demographics, location, interests, etc. Post Performance Tracks how much engagement (views, likes, favorites, retweets, comments, etc.) each piece of content receives to highlight which types of content resonate best with the target audience. Paid Campaign Tracking Tracks and measures the success of paid advertising initiatives run on social media sites. Attribution Ties social activity to business results such as leads, conversions, and sales. Hashtag Analytics Analyzes the performance of hashtags and identifies popular or trending hashtags. Sentiment Analysis Uses AI to accurately assess the sentiment of social media content based on keywords and phrases. Show More ##### ## Process (3) Mentions Scours various channels for brand mentions to proactively seek reparative communications. Tickets Creates and assigns support tickets, scheduling them in a timely manner. Macros Allows administrators to create templated responses to frequently asked questions. Show More ##### ## Channels (3) Email Ability to connect agents with customers through Live Chat. Social Connects employees with customers through a social media solution. Text Ability to connect agents with customers through text message solution. Show More ##### ## Insight (3) Surveys Provides opportunity for customers to give feedback through a survey. Reporting Enables administrators to create customized reports reflecting customer satisfaction. Visitor Activity Allows administrators to track visitor activity to understand the research that was done before turning to customer service. Show More ##### ## Quality Assurance (3) Evaluation Provides tools for evaluating customer interactions Calibration Offers features for maintaining fair and consistent scoring Reports Generates quality and performance reports Show More ##### ## Engagement (3) Feedback Tools for providing personalized feedback and coaching sessions Dashboards Provides a centralized dashboard for agents to view their scores and feedback Training Tools for educating and training agents Show More ##### ## Performance (2) Integrations Integrates with other customer service or CRM software Compliance Helps ensure customer privacy and data protection Show More ##### ## Analytics (4) Net Promoter Score (NPS) Calculates net promoter score (NPS) using customer feedback data. Customer Satisfaction (CSAT) Score Calculates customer satisfaction (CSAT) score using customer feedback data. Customer Effort Score (CES) Calculates customer effort score (CES) using customer feedback data. Gamification Provides gamification tools to incentivize employees to leverage customer feedback insights. Show More ##### ## Customization (4) Stakeholder Management Provides insight concerning engagement with various stakeholders in regards to customer feedback and experience. Multilanguage Support Allow users to create surveys and repond to customer feedback in a variety of languages. Multiple Branding Support Allows users to deploy surveys and intake feedback data for multiple brands. Vertical-specific Solutions Vendor provides industry- or role-specific experience management solutions. Show More ##### ## Feedback Management (3) Tagging Tag content to organize and assign to specific departments or categories Segmentation Break down a population of users by demographics, sequence actions, time, and able to build custom segments. Custom Reports and Dashboards Allows users to easily build customized reports and dashboards. Show More ##### ## Feedback Analysis (3) Thematic Analysis Identifies key phrases, themes, and patterns within a given text Sentiment Analysis Outputs the sentiment (positive or negative) of a given text NPS/CSAT Scoring Measures and reports on NPS, CSAT, or other metrics over time Show More ##### ## Feedback Sources (4) Online Reviews Analyzes feedback from online reviews Surveys Analyzes feedback from surveys through built-in survey features or integrations with survey tools Social Media Analyzes customer feedback from social media Customer Service Channels Analyzes feedback sourced from integrations with customer service tools, such as help desks and live chat Show More ##### ## Monitoring & Listening (6) Social Measurement Measure campaigns, brands, and products for quantitative metrics such as conversation volume, when conversations are happening, and your brand's share of voice. Influencer Identification Identifies who is talking about your brand along with their influence over social communities. Brand Monitoring Monitors social media channels for brand mentions and reports on the quality and quantity of conversations about a brand or product. Keyword Tracking Provides features for monitoring multiple keywords, topics, or hashtags, with the ability to increase the number of terms being tracked. Trend Analysis Identifies and analyzes trends in topics, hashtags, or audiences to help brands anticipate changes in consumer attitudes. Competitor Analysis Allows users to monitor conversations about competitors and measure performance against them. Show More ##### ## Data Management & Analysis (4) Sentiment Analysis Determines whether mentions of your brand are positive, negative or neutral. Social Reporting Access custom reports and dashboards to measure social activity and engagement opportunities. Allows users to export data and graphs into various formats. Alerts and Notifications Self-monitors important metrics and sends notifications to users in-app or through email, text message or otherwise. Advanced Data Filtering Provides advanced data filtering capabilities to help users drill down, sort, filter, aggregate, and group social listening data. Show More ##### ## Platform (3) Health Score Generates a score that represents the likelihood of customer churn and customer satisfaction. Customer Profiles Catalogues and organizes a profile for each customer where every data point is attributed to. Notifications Set alerts for customer profiles in need of urgent attention and resolution. Show More ##### ## Predictions (5) Service Quality Assurance Service quality is measured in real time to provide alerts to case managers on opportunities for improvement Analytics Provides dashboards and reports to describe profiles and trends. Artificial Intelligence AI technologies like NLP, NLU, and/or NLG are used to analyze and process text provided by customer interactions. Sentiment The product automatically discerns customer sentiment from text and/or calls for proactive action. Retention Calculates the likelihood of your customers continuing to use your product or leaving. Show More ##### ## Generative AI (10) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - SAP Store (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Genesys AppFoundry Marketplace (6) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Experience Management (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Social Media Analytics (5) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Social Media Listening Tools (5) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ## Top-Rated Alternatives [ ![Reputation](https://images.g2crowd.com/uploads/product/hd_favicon/e42e14e54e8cc8a09b1c962154fce161/reputation.svg "Reputation") Reputation 4.5/5 (2,405) ](https://www.g2.com/products/reputation/reviews) [ ![Birdeye](https://images.g2crowd.com/uploads/product/hd_favicon/514fe0a03abf96030f2ff069dc84ec93/birdeye.svg "Birdeye") Birdeye 4.7/5 (3,972) ](https://www.g2.com/products/birdeye/reviews) [ ![InMoment Experience Improvement (XI) Platform](https://images.g2crowd.com/uploads/product/hd_favicon/10777a1508e330761fe8a92a5a22bdc8/inmoment-experience-improvement-xi-platform.svg "InMoment Experience Improvement (XI) Platform") InMoment Experience Improvement (XI) Platform 4.7/5 (314) ](https://www.g2.com/products/inmoment-experience-improvement-xi-platform/reviews) [ View All Alternatives ](https://www.g2.com/products/qualtrics-customer-experience/competitors/alternatives) Qualtrics Customer Experience Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_ee5cd8c3182117a52379aec028acbc45/medallia-customer-experience.jpg "Product Avatar Image") Medallia Customer Experience 4.5/5 (210) [ Compare Now ](https://www.g2.com/compare/medallia-customer-experience-vs-qualtrics-customer-experience) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_445a26ebb2994878a27e1c965e65c363/asknicely.png "Product Avatar Image") AskNicely 4.7/5 (1,050) [ Compare Now ](https://www.g2.com/compare/asknicely-vs-qualtrics-customer-experience) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_fe76bf3316a5e8115c0bec8ce0556322/qualtrics-market-research.png "Product Avatar Image") Qualtrics Market Research 4.4/5 (3,018) [ Compare Now ](https://www.g2.com/compare/qualtrics-customer-experience-vs-qualtrics-market-research) ##### Categories on G2 [ Social Customer Service ](https://www.g2.com/categories/social-customer-service)[ Social Media Analytics ](https://www.g2.com/categories/social-media-analytics)[ SAP Store ](https://www.g2.com/categories/sap-store) [ Feedback Analytics ](https://www.g2.com/categories/feedback-analytics)[ Social Media Listening Tools ](https://www.g2.com/categories/social-media-listening-tools)[ Contact Center Quality Assurance ](https://www.g2.com/categories/contact-center-quality-assurance)[ Experience Management ](https://www.g2.com/categories/experience-management)[ Genesys AppFoundry Marketplace ](https://www.g2.com/categories/genesys-appfoundry-marketplace)[ Proactive Customer Retention ](https://www.g2.com/categories/proactive-customer-retention) Show More ##### Explore More [ Which ESB platforms are most reliable for enterprise teams modernizing legacy mainframe systems into cloud architectures? ](https://www.g2.com/discussions/which-esb-platforms-are-most-reliable-for-enterprise-teams-modernizing-legacy-mainframe-systems-into-cloud-architectures)[ Which MDM solution offers the most secure master data governance? ](https://www.g2.com/discussions/which-mdm-solution-offers-the-most-secure-master-data-governance)[ Best AI platforms for generating unit tests and improving code coverage automatically ](https://www.g2.com/discussions/best-ai-platforms-for-generating-unit-tests-and-improving-code-coverage-automatically) [ Best platforms for scheduling across multiple time zones ](https://www.g2.com/discussions/best-platforms-for-scheduling-across-multiple-time-zones)[ Top-rated cloud compliance tools for large enterprises ](https://www.g2.com/discussions/what-are-the-top-rated-cloud-compliance-tools-for-large-enterprises)[ Pros and Cons Details ](https://www.g2.com/products/qualtrics-customer-experience/reviews?qs=pros-and-cons) Show More [ Which ESB platforms are most reliable for enterprise teams modernizing legacy mainframe systems into cloud architectures? ](https://www.g2.com/discussions/which-esb-platforms-are-most-reliable-for-enterprise-teams-modernizing-legacy-mainframe-systems-into-cloud-architectures)[ Which MDM solution offers the most secure master data governance? ](https://www.g2.com/discussions/which-mdm-solution-offers-the-most-secure-master-data-governance)[ Best AI platforms for generating unit tests and improving code coverage automatically ](https://www.g2.com/discussions/best-ai-platforms-for-generating-unit-tests-and-improving-code-coverage-automatically) [ Best platforms for scheduling across multiple time zones ](https://www.g2.com/discussions/best-platforms-for-scheduling-across-multiple-time-zones)[ Top-rated cloud compliance tools for large enterprises ](https://www.g2.com/discussions/what-are-the-top-rated-cloud-compliance-tools-for-large-enterprises)[ Pros and Cons Details ](https://www.g2.com/products/qualtrics-customer-experience/reviews?qs=pros-and-cons)