improving customer experience with website feedback
DESCRIPTION
Website feedback is a critical piece to any effective Voice of Customer program. We'll show you how you can turn your website into an effective real-time customer feedback channel. Many of our customers have successfully improved customer experience using Qualtrics. We'll discuss how our clients like Ancestry.com, Quiznos, and The Weather Channel are achieving: 75%+ satisfaction rates 50% increase in feedback volume 30% engagement ratesTRANSCRIPT
11/14/13 1 ©2013 Qualtrics – Company Confidential
Improving Customer Experience with Website Feedback
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Josh Cazier Product Specialist
John Mayfield Product Marketing
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Today’s Agenda
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1. The Modern Customer 2. Client Success 3. Hands-on Walkthrough
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Who is Qualtrics? The Global Leader in Enterprise Survey Technology
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Leader in Enterprise Customers
Leader in Growth and Innovation
Leader in Colleges and Universities
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What are People Doing?
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• Customer loyalty/NPS
• Website feedback
• Voice of the customer
• Market research
• Employee feedback
• Event Registration
• Product/concept Testing
• Academic research
©2013 Qualtrics – Company Confidential
Qualtrics Enterprise Survey Platform
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Qualtrics Site Intercept
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Understand the “whys” behind: • Cart abandonment • Bounce rates • Site KPI trends • Navigation and page layout • SEO effectiveness
Collect insights about your visitors’: • Contact information • Demographics • Reason for visiting • Site satisfaction / NPS • Ad awareness
Improve relevance of: • Ads • Promotions • Lead forms • Product & content recommendations • Social media sharing
Website Feedback
Site Visitor Research
Targeted Content
©2013 Qualtrics – Company Confidential
The Modern Customer
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Only Email IT Help Minimal Visitor Interaction
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Understand Visitors No IT help 20+ Targeting Variables
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Timely Studies IT Help Inaccessible Data
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Launch in Hours No IT Help Collect Hard to Access Data
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Hands-on Walkthrough
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Feedback link
Infobar Slider
Popover
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Product Demo
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©2013 Qualtrics – Company Confidential
Connect with us: Twitter: @Qualtrics Linkedin: www.linkedin.com/company/qualtrics Insight Summit: www.qualtrics.com/summit/
Questions?