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        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. Learn how Qualtrics helped Swiss Re increase NPS by 7 points.

        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

        Outcomes delivered

        • Resolve customer issues faster to reduce churn and increase loyalty
        • Gather X-Data in real time from live voice calls, chatbots, SMS, IVR and many more
        • Share real-time metrics with agents, team leads and more
        • Identify improvements with the biggest impact on the experience AND your bottom line

        Go from feedback to
        resolution in no time at all


        Go beyond the post-call survey

        Hear and understand you 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.

        Proactively spot issues with
        predictive analytics

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

        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.

        Empower teams with role-based,
        actionable insights


        Customer service software screenshot

        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.

        End-to-end view of every
        moment that matters


        Customer service software screenshot

        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.

        Learn More

        Transactional & Relational NPS

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

        Learn More

        Employee Coaching

        Uncover opportunities to coach your employees, 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.

        Learn More

        Contact Center Analytics

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

        Learn More

        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.

        Learn More

        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.

        Learn More

        Voice Analytics

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

        Learn More

        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.

        Learn More

        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.

        Learn More

        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.

        See Integrations

        The platform trusted by
        over 9,000 brands


        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


        Customer
        Success
        Implementation
        Client Engineering
        Managed Services
        Remote
        Support
        Consulting

        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.

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