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Customer insights and feedback product launches

Partner and Product Launches from Alchemer, QuestionPro, Qualtrics, and Others

Reputation Monitoring, Session Replay Integration, and Benchmarking are Highlighted

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Alchemer Broadens Partner Program

CX and enterprise feedback technology provider Alchemer has launched an expanded partnership program for software-as-a-service (SaaS) vendors, market research firms, and traditional resellers.

Partners can benefit from Alchemer’s “Experience-in-Context” capability, which allows SaaS providers to directly enhance business processes and data with customer and employee feedback within the context of their own solutions.

“We are excited to launch the expanded Partner Program,” says David Roberts, CEO of Alchemer. “In today’s business environment, every organization is looking to grow customer and employee loyalty and retention. This is best achieved by directly engaging customers and employees, and we help our partners do that best by leveraging their products, methodologies, and expertise to deliver ‘Experience-in-Context’ to their customers.”

In May 2022, Alchemer received a majority investment from KKR.

Related Article: Five Questions with David Roberts, CEO of Alchemer

Reputation Monitoring and Analysis Launched by QuestionPro

QuestionPro has introduced CX Reputation, an add-on module for QuestionPro CX. This module can serve as an all-in-one platform to monitor and analyze a company’s, brand’s, or product’s public ratings and review sites.

“Insights about a brand don’t just come from surveys and ratings – they come from what people say about a brand across the internet, from reviews sites, to social media, to ecommerce sites,” says Ken Peterson, President of QuestionPro CX. “CX Reputation aggregates, analyzes, and delivers insights from these disparate conversations, ratings, rants, and reviews in one place, making it easier than ever for marketing and customer service to spot and solve problems and to better engage with customers.”

The solution can help find negative online sentiment from reviews or conversations and enable customer service to actively reply and engage with customers. Combined with QuestionPro’s CX platform, users can now access direct surveys, digital feedback, online ratings, reviews, and social data all natively within the same platform.

Specific abilities include:

  • Monitoring, tracking, and analyzing public ratings & reviews
  • Integrations with almost all the major review platforms (including Google My Business, Google Play Store, Trustpilot, and ReviewTrackers)
  • Notifications
  • Real-time analytics
  • Review filtering
  • AI sentiment analysis

Related Article: Review Data Grows in Importance as Another Information Stream

Qualtrics has Two New Embedded Session Replay Integrations and Introduces New XM Benchmarks

Contentsquare, a digital experience analytics provider, announced that its Session Replay feature will now be embedded and available with the Qualtrics XM platform, and can be leveraged by each brand’s mutual customers. Companies will be able to observe a customer’s experience via the session replay in relation to other experience insights that Qualtrics captured. This can be done without leaving the Qualtrics XM platform.

This allows joint customers to detect errors, UX friction points, and speed problems that negatively impact customers’ journeys and allows them to see impact on revenue.

“Customers today expect smooth, intuitive digital experiences,” says Shek Viswanathan, Head of Product, Digital CX at Qualtrics. “Organizations need to continuously assess the experience they deliver. With Contentsquare Session Replays embedded in the Qualtrics XM Platform, organizations can quickly contextualize and quantify their digital experience in a single view and further analyze any performance issues that are driving negative customer sentiment.”

FullStory also announced the integration of its session replay capability into the Qualtrics XM Platform. This will be available to joint clients, and can be accessed by any Qualtrics user, with or without a FullStory seat. Qualtrics users can view and filter sessions where a customer shared negative sentiment, left specific feedback, or provided other response data, and can pair that visual evidence to a specific customer journey

“Digital experience success depends on paying extraordinarily close attention to customers, questioning assumptions, and rapidly addressing issues that no one anticipated,” says Will Schnabel, SVP Alliances and Ecosystem Partnerships, FullStory. “FullStory’s embedded session replay for Qualtrics allows joint customers to easily understand and act on ‘spoken’ and ‘unspoken’ digital signals to make the most impactful improvements and adjust course with confidence.”

Qualtrics also recently announced new XM Benchmarks for EX, CX and Patient Experience. The benchmarks come from organic feedback from nearly 17,000 Qualtrics customers as well as targeted survey panel data. Benchmarks allow customers to compare satisfaction, perceptions, and engagement against industry peers and competitors

“Amid inflation, spending cuts, and a tight labor market, organizations must find ways to differentiate themselves from competitors and keep employees engaged and productive,” says Brad Anderson, Qualtrics’ president of products and engineering. “Qualtrics has more experience benchmark data within our XM Platform than any other company. The insights our platform delivers allow our customers to identify performance gaps, opportunities and best practices across industries and geographies and take action – all within the XM Platform.”

Related Article: Using Session Replay to Improve CX Interactions

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