[ 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 (5) 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. Customizable Reports Alter the layout and content of reports Show More ##### ## Social Analytics (17) 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. Lead Attribution Identify the source channel that resulted in a new lead in the system Real-Time Analytics Analyze and gain insights into data in real-time Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Campaign Analytics Track and interpret campaign performance metrics Keyword Tracking Track and monitor a specific set of keywords Influencer Tracking Identify and track activity, including generated revenue, of prominent social media personalities that have sway over public opinion Activity Tracking Track and document all activities across devices, networks, and other systems Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Trend Analysis Review data from past periods to reveal recurring tendencies and predict future performance 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 (4) 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 Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities 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 (11) 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. Customizable Branding Add customized logos and colors to align with company branding Knowledge Management Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Workflow Management Create, design and manage workflows for repetitive tasks Email Management Manage, store and organize emails within the system or via third-party apps Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Survey/Poll Management Create and administer polls and surveys Negative Feedback Management Identify, track, and respond to negative feedback 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 (13) 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. Social Media Monitoring Track activity on sites such as Facebook, Twitter, Instagram, etc. Competitor Monitoring Track activity of your competitors Hashtag Tracking Track the usage of certain hashtags Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Activity Tracking Track and document all activities across devices, networks, and other systems Influencer Tracking Identify and track activity, including generated revenue, of prominent social media personalities that have sway over public opinion Impact Measurement Collect data to measure/track the positive impact an organization, nonprofit, or program has on social, environmental, or other groups. 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 (4) 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. NPS of Customers Calculate NPS of customers 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 (14) 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. Call Routing Sends voice calls to a specific queue based on predetermined criteria Generative AI Use AI to generate content in the form of text, images, videos, etc. 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. Generative AI Use AI to generate content in the form of text, images, videos, etc. 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. Generative AI Use AI to generate content in the form of text, images, videos, etc. 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 (7) 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 Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Multi-Language Manage and support multiple languages Show More ##### ## Agentic AI - Social Media Analytics (7) 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 Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Third-Party Integrations Set up connections to third-party platforms to improve business processes Show More ##### ## Agentic AI - Social Media Listening Tools (8) 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 AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Third-Party Integration Addition of necessary external data, applications, tools, or features Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Show More ##### ## Additional Functionality (174) Generative AI Use AI to generate content in the form of text, images, videos, etc. Benchmarking Compare key metrics for the business against prominent players in the industry Content Library Centralized repository to store content and assets Charting Manage patient documentation describing all clinical interactions, diagnoses, procedures, medications, etc. Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Multi-Channel Management Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Dashboard Creation Creation and customization of dashboards AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Automated Scheduling Automatically create schedules based on business needs or employee availability and qualifications Multi-Channel Data Collection Collect information from multiple sources Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Calendar Management Track and manage schedules and meetings via an integrated calendar Commenting/Notes Leave comments and notes on documents for others to view Social Media Monitoring Track activity on sites such as Facebook, Twitter, Instagram, etc. Workflow Management Create, design and manage workflows for repetitive tasks Post Scheduling Schedules specific times for content to appear on social media platforms, blogs, websites etc. @mentions An @mention is a way to tag or notify a specific person about a message/post Multi-Channel Marketing Coordinate marketing efforts across channels (email, landing pages, social media, etc.) Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Data Import/Export Import and export data to and from software applications Data Visualization Graphical representation of data Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Access Controls/Permissions Define levels of authorization for access to specific files or systems Competitor Monitoring Track activity of your competitors Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Customizable Branding Add customized logos and colors to align with company branding Real-Time Data Receive data and information in real time Real-Time Monitoring Active monitoring of systems, applications, or networks Social Promotion Market event via social media tools Social Advertising Create and manage advertising campaigns on social media networks Content Management Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Real-Time Reporting Active reporting of data and metrics Campaign Scheduling Set campaign schedules by selecting start, pause, and end dates Social Performance Management Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results API Application programming interface that allows for integration with other systems/databases Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels Employee Coaching Tools Conduct & deliver coaching sessions to improve employee performance or facilitate development Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Customer Surveys Tool to send questionnaires to customers to gauge feedback Agent Interface Agents can view and manage all customer requests and interactions. Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Leaderboards Boards that use custom metrics to show how leading performers compare to other individuals/teams Employee Reward Programs Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs Workforce Management A set of processes to optimize the productivity of its employees Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Video Conferencing Connect with meeting participants remotely over video Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. KPI Monitoring Tracking the status of previously identified performance measurements AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Contact Management Manage, organize, and store contact information Multiple Scoring Models Create multiple models or equations for generating scores Real-Time Updates Receive system updates as soon as any changes are made Interaction Tracking Track interaction history by documenting conversations for contacts Call Recording Record the audio of phone conversations for quality assurance purposes AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Screen Recording Record and save a video file of what is happening on a computer screen Real-Time Reporting Active reporting of data and metrics Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components Surveys & Feedback Gauge satisfaction and receive information for improvement and success Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics NPS Survey Structure Measuring and analyzing Net Promoter Scores to evaluate customer loyalty and satisfaction levels Customizable Forms Customize contracts and forms to collect specific information Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Data Visualization Graphical representation of data Customer Segmentation Process of dividing customers into groups based on common characteristics Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels Text Analysis Process of extracting and classifying information from text, such as tweets, emails, product reviews, etc Customizable Reports Alter the layout and content of reports Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Access Controls/Permissions Define levels of authorization for access to specific files or systems CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Multi-Channel Data Collection Collect information from multiple sources Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Customizable Fields Customize data fields to support various needs and use cases Real-Time Analytics Analyze and gain insights into data in real-time Predictive Analytics Predict future data based on historical data sets Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Trend Analysis Review data from past periods to reveal recurring tendencies and predict future performance API Application programming interface that allows for integration with other systems/databases AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Loyalty Program Offer prizes, discounts, and other incentives for customers to earn reward points on purchases and redeem them for future purchases AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Campaign Personalization Personalization Adjust communications based on previous interactions or personal preferences Email Campaign Management Plan, execute, and analyze email marketing campaigns A/B Testing Test multiple versions of emails, forms, content, or other campaign elements to gauge effectiveness Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Renewal Management Manage and track the renewal process for various services, subscriptions, contracts, or licenses Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Workflow Management Create, design and manage workflows for repetitive tasks Behavioral Targeting Display advertising and marketing messages to users based on their browsing history and preferences Customer Engagement Initiate interactions with customers by proactively starting conversations or providing informational content Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Engagement Tracking Tracks metrics that provide insight into how a user interacts with any interface or product Task Management Create, manage and track all task activities and progression Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Behavior Tracking Track visitors'/audience's responses across web pages and other optimized content Retention Tracking Measures the retention rate and satisfaction of customers. Support Ticket Management Allow customers/users to submit support queries and service requests User Onboarding Guide new users to understand and become proficient in using a product or service Lifecycle Management Manage the end-to-end lifecycle, from initial setup/development to deployment and maintenance Customer Surveys Tool to send questionnaires to customers to gauge feedback Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Real-time Alerts Receive notification of issues as soon as they occur Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels Cancellation Management Allow customers to cancel their subscription remotely. Third-Party Integrations Set up connections to third-party platforms to improve business processes Review Monitoring Automatically monitor and receive alerts for any new online reviews Customer Data Management Searchable repository of information about clients Referral Tracking Log and store the source of contacts/leads Customer Communication Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media. Churn Management Identify customers at risk of migration and activate strategies to retain them Marketing Automation Automate workflows and trigger campaigns based on customer actions Referral Management Log and store the source of contacts/leads Customer Segmentation Process of dividing customers into groups based on common characteristics Messaging Communicate using messages within the system Negative Feedback Management Identify, track, and respond to negative feedback Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Audience Analytics Track and analyze various metrics such as demographics, psychographics, behavior and other insights Multi-Account Management Manage and post content across multiple social media accounts and platforms simultaneously API Application programming interface that allows for integration with other systems/databases Collaboration Tools Provides a channel for team members to share media files, communicate, and work together AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Data Import/Export Import and export data to and from software applications Data Visualization Graphical representation of data Audience Engagement Use tools to engage with viewers (e.g., commenting, chat room, polling, and Q&A) Content Publishing Options Facilitates online authoring and publishing of the content Content Discovery Automated identification of relevant content for future sharing and reposting Generative AI Use AI to generate content in the form of text, images, videos, etc. Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Natural Language Processing Process and analyze human language in text or audio form Optical Character Recognition Ability to recognize printed or written text within digital images or scanned documents Campaign Analytics Track and interpret campaign performance metrics Multi-Language Manage and support multiple languages Multi-Channel Data Collection Collect information from multiple sources Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Audience Targeting Identify a particular segment of population based on specific criteria and customize your efforts to attract their attention Commenting/Notes Leave comments and notes on documents for others to view Approval Process Control Manage the process of evaluating documents or requests submitted for approval Content Library Centralized repository to store content and assets Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Social Promotion Market event via social media tools Real-Time Analytics Analyze and gain insights into data in real-time Customer Engagement Initiate interactions with customers by proactively starting conversations or providing informational content Automated Publishing Establish rules for automatic propagation of social media posts across one or more channels Benchmarking Compare key metrics for the business against prominent players in the industry Boolean Search Capability to use a search engine via operators like AND, NOT, and OR Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Access Controls/Permissions Define levels of authorization for access to specific files or systems Reputation Management Monitor and manage customers' perceptions about a business, product, or service Social Listening Monitor social media sites for specific keywords Social Advertising Create and manage advertising campaigns on social media networks Customizable Reports Alter the layout and content of reports Campaign Management Create a collection of marketing actions to complete 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