Customer Frontlines

4.7
Overall rating
Reviews

4.7
Overall rating
Reviews

About Customer Frontlines

Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. Its key features include net promoter score (NPS) tracking, audience segmentation, communication management and survey design. The application comes with a digital CX feature that lets marketers launch surveys, collect feedback and share reviews on social media channels. Supervisors can assign teams or individuals role-based permissions and provide access to resources. Further, the solution assists team members with collaboration, scheduling and task assignment. Qualtrics CustomerXM integrates with third-party platforms such as SAP, Salesforce and JIRA. The solution comes with a mobile application for iOS and Android. Support is provided via phone, chat and email and pricing is available on request.
Customer Frontlines Software - Qualtrics CustomerXM  dashboard screenshot
Customer Frontlines Software - Qualtrics CustomerXM customer insight screenshot
Customer Frontlines Software - Qualtrics CustomerXM prediction screenshot
Customer Frontlines video
Customer Frontlines Software - Qualtrics CustomerXM  dashboard screenshot - thumbnail
Customer Frontlines Software - Qualtrics CustomerXM customer insight screenshot - thumbnail
Customer Frontlines Software - Qualtrics CustomerXM prediction screenshot - thumbnail

Customer Frontlines pricing

Customer Frontlines has a free version and offers a free trial.

Starting Price:
Not provided by vendor
Free Version:
Yes
Free trial:
Yes

Alternatives to Customer Frontlines

Adobe Creative Cloud Express

Adobe Creative Cloud Express (formerly Adobe Spark) is a cloud-based solution that helps businesses create, manage and...

SurveyMonkey Audience

SurveyMonkey Audience is a market research solution designed to help businesses collect customer data using surveys and...

Formstack Forms

Formstack Forms is a cloud-based solution that helps businesses automate processes of creating digital forms and...

Poll Everywhere

Poll Everywhere is an on-premise and cloud-based software designed to help corporate businesses, non-profit organization...

Voxco Online

Voxco Online is multichannel survey software for data collection any place, any time. The solution is made for (and by)...

Google Forms

Google Forms is a survey management application that helps businesses create online surveys and questionnaires to...

Customer Frontlines Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.4
Customer Support
4.7
5 reviews of 246 View all reviews
Tami
  • Industry: Higher Education
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 01/06/2018

Amazing customer support! I was so impressed with the experience and support I received.

Customer support when I don't know how to do something myself

Pros

Generally, I find Qualtrics to be pretty intuitive, but for things that are more complex, the Customer Support team is phenomenal!

Cons

Not having a multi e-signature functionally - I'm hoping this is in the pipeline of things to add, as this could really help us minimize the number of extra surveying we have to do.

Andrea
  • Industry: Telecommunications
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 12/09/2020

Friendly, complete and functional

It is a powerful software, intuitive in many aspects, the surveys have a level of customization of flows, jumps, embedded data that I think is great and super necessary to customize the studies according to your audience. It has allowed me to organize my work as an Customer Voice Analyst and make contact with my clients more personalized and accurate, in addition to facilitating the work of analyzing responses and obtaining good conclusions, numerically and graphically. It is definitely an enhancer with all its functionalities and that is why I hope you continue to develop some requests that are very necessary to continue exploiting the potential of this tool.

Pros

It is so specific for digital contact with clients in many forms, RRSS, email, SMS, QR, and both personalized and anonymous links. It is very versatile and that allows you to develop different plans to reach the contacts. I am also surprised by the functionalities for text analysis, it really reduces the difficulty of processing open answers without strictly doing one by one review, it is intuitive although the accuracy must be fine-tuned.

Cons

Although I like and it is super useful its reports and dashboards, I would like to have more customization capacity, file formats to export results, and graphics or visualizations in reports and dashboards. It is very limited and generally difficult to distribute CSVs without first having to manually "clean" them. I would like to have a more standard excel format. It also happens to me with metrics, although the formula editor is a bit cumbersome, and the text analysis, although it seems advanced to me, I think that some filter levels are missing due to feelings of themes and general feelings, to make the revisions that a Sometimes the algorithm may fail.

Geoffrey
  • Industry: Education Management
  • Company size: 2–10 Employees
  • Used Monthly for 6-12 months
  • Review Source
Value for Money
1
Features
1
Ease of Use
1
Customer Support
1

1
Reviewed on 12/02/2020

"Flexible" and "Adaptable" Platform = Emperor's New Clothes

They sold their platform well. The templates and widgets were impressive. The problem: what they called "flexible" and "adaptable" really meant that I had to build everything on my own dashboard ... and these aren't exactly intuitive platforms for the non-expert. I eventually figured out that I was left naked like the emperor--sold an empty idea without substance. And then there's the overall customer service experience--quick to invoice but slow to setup and support. My problems began more than six months ago. I asked to terminate my contract, so they've disabled my account, but they still haven't issued a refund.

Pros

Some of the dashboard tools are impressive.

Cons

This platform is not useful for small- and mid-size businesses, or those using it for unique program solutions. If you hear words like "flexible" and "adaptable" in what they're describing, RUN! They're dashboard is really impressive, but what they don't tell you is that if you aren't using for a standard, pre-set application, then you'll have to build it yourself--and it is by no means intuitive. My small team sat through hours of training before learning that we had to build our own dashboard.

Alternatives Considered

Google Forms and Formstack Forms

Reasons for Switching to Customer Frontlines

Ability to provide high-end, advanced evaluation of complex data.
Verified Reviewer
  • Industry: Management Consulting
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 13/02/2019

Top-of-the-line product with solid customer support

I have almost always had positive experiences with Support (95% of the time). Typically they are happy to help you figure out the best way to do things and/or triage unforeseen issues. However, those working the Chat function can be slow and/or less knowledgeable (? - or less willing to help) and I have been told to call instead if I want a response in less than 30 minutes. Qualtrics Support also used to provide some help with custom coding, but that is no longer an option, which was a big loss to my team. The few downfalls are usually made-up for by Support, if not other Qualtrics users on their Community boards and/or the extensive how-to documentation Qualtrics makes available on their site.

Pros

No other survey platform provides as many features and options as Qualtrics! You can easily program many different question structures, customize the look and feel, set the survey flow to optimize participant experience, create and use embedded data to improve survey logic and/or avoid having to re-join participant characteristics to exported results, set emails to trigger to an individual or contact list upon survey completion, use their library of questions and/or create your own to use in multiple surveys, easily see, edit, and export data/results... there's too much to mention!

Cons

At times Qualtrics experiences "hiccups" and randomly refreshes, which can result in losing some programming if it has not been saved. The Reports functionality is also slow to load and not as easy to use as the rest of the software - I still choose to export the data and create my own visualizations.

Virginia
  • Industry: Higher Education
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/12/2017

Interactive dashboards have gotten our consumers excited about data!

This makes it so easy to share data with consumers in a way they can understand and use. There is tremendous flexibility with the software as far as chart types, formatting, and user permissions. Plus, it's fast and easy to learn, especially with online training and customer service available.

Pros

Qualtrics Vocalize makes it easy for me to share data with exactly the people who need to see it, and interactive filters give them flexibility to view exactly the data they want. There are many different chart types to choose from bar graphs, line graphs, tables, gauge charts, and word clouds, just to name a few of my favorites! I can assign permissions by user attribute or data field to show as much or as little data as necessary. The formatting options also allow me to choose colors and fonts to match my company brand, which is a huge plus.

Cons

I feel limited when it comes to doing advanced calculations (simple calculations are no problem). There is not a built-in feature to show response rates though sometimes this is possible to do with a calculation.

Related categories