Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the Customer (VoC)
Transcript of Qualtrics Vocalize Product Tour: An Inside Look at the Future of Voice of the Customer (VoC)
PRODUCT TOUR
Introductions Company overview Qualtrics Vocalize Demo Q&A
Webinar Presenters
Jamie Morningstar product management
Aaron Robison sales
Ryan Debenham engineering
Ryan Nelsen product marketing
Brands & Organizations 6.6K +
of the top 100 business schools
99
Users 1.8M +
Used In
Countries 75 +
The World’s Leading Insight Platform
PROVO / USA DUBLIN / IRL SYDNEY / AUS SEATTLE / USA
Customer Insights Voice of the Customer Programs Customer Satisfaction Surveys
Net Promoter Systems Website Experience Feedback
Employee Insights 360-degree Employee Feedback Employee Engagement Surveys Employee Satisfaction Surveys
Exit Interviews
Market Insights Ad Testing
Concept Testing Market Research Academic Studies
All Your Insights in One Place
Customer Insights Focus
Customer Satisfaction 58%
Employee Insights 45%
Market Research 42%
Product Development 30%
Educational Research 20%
Administration 18%
What is Voice of the Customer (VoC)?
o Satisfaction surveys o Customer experience o Enterprise feedback
management o In-the-moment surveys o Close the loop o Omni channel o Customer satisfaction o Net Promoter Score®
o Text analytics o Post-interaction surveys o Website feedback o Customer experience
management
Companies who believe they provide a superior experience
80%
Companies whose customers agree
8%
Do You Know How Your Customers Really Feel?
72% Delivery Gap
Source: Bain & Company
Powerful survey engine
Open architecture
Secure & scalable delivery model
Case management
Role-based dashboards
Multi-source & multi-channels
Over 40 languages
Services & support expertise
Collect. Analyze. Act.
Demo
Key needs
Example: Manufacturing Launching new Transactional VoC program
Executive and factory-specific dashboards
Key needs
Example: Multi-Location Accounting Firm Launching relational NPS® & closed loop system
Ticketing system so managers can receive and resolve issues at their location
Key needs
Example: International Airline VoC reporting scale and flexibility
o Fast performance with millions of responses o Flexible date range filters o Mobile dashboards
Insights When You Want, Where You Want
Q&A