Qualtrics unveils new customer experience features

Qualtrics, an Experience Management (XM) platform, has launched several new features that give organizations a holistic view of the health of their customer relationships and help attract new customers.

The new features include Relational Customer Experience (CX), Account-Based Relationship Diagnostic, and Digital Support Optimization.

Relational Customer Experience (CX) gives companies a continuously updated view of the health of their customer relationships to help them deliver more personalized experiences, improve customer loyalty, and reduce attrition. Relying only on annual surveys can put companies at risk of losing customers before they even know they are unhappy. With Relational CX, organizations can collect feedback consistently across the customer journey to get an up-to-date view of the health of their customer relationships at key milestones. As a result, companies can see how overall customer health impacts business metrics, such as share of wallet, so they can quickly adjust strategy. The solution also routes feedback automatically to the right teams, such as customer care or sales, and surfaces recommendations to help them take the right action at the right time.

Account-Based Relationship Diagnostic gives companies a holistic view of their B2B customer relationships to help them build deeper connections and drive more revenue. Account-Based Relationship Diagnostic combines experience data from every contact within a customer’s organization to give sales and customer success teams a complete view of the account’s overall health. Instead of using just one individual’s feedback as a measure, teams can understand the key drivers for the overall account based on every stakeholder’s point of view of the customer experience. This helps companies proactively identify at-risk and growth accounts to increase revenue and reduce churn. The account-based approach will become the anchor for successful B2B sales and customer success teams to measure relationship risk and generate actionable insights across the entire customer journey.

Digital Support Optimization helps companies deliver frictionless customer care through any digital channel. This new solution enables care teams to use feedback to uncover gaps in their digital support experiences that may lead unhappy customers and increased use of costlier support channels. These teams will also be able to deliver better customer support experiences across digital channels such as their website, text and automated chat to increase customer satisfaction and reduce call center traffic. For frontline employees, such as call center agents, Digital Support Optimization enables them to provide feedback internally on interactions that could be supported through digital channels in the future. This feedback automatically triggers the right internal teams to improve the experience for both frontline employees and customers.

Qualtrics is a provider of Qualtrics Experience Management (XM) platform that is used by over 13,000 organizations around the world to listen, understand, and take action on experience data. The company is headquarted in the USA.


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