Improving Customer Experience with Website Feedback

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The document discusses using Qualtrics' website feedback tools to improve the customer experience. It outlines Qualtrics' capabilities for collecting site visitor feedback and insights through non-intrusive surveys on website pages. The presentation agenda includes an overview of the modern customer, client success stories, and a hands-on demonstration of Qualtrics' feedback widgets and survey capabilities.

Technologie Business

Improving Customer Experience with Website Feedback

1

©2013 Qualtrics – Company Confidential

11/14/13

Josh Cazier
Product Specialist

2

©2013 Qualtrics – Company Confidential

John Mayfield
Product Marketing

Today’s Agenda
1.  The Modern Customer
2.  Client Success
3.  Hands-on Walkthrough

3

©2013 Qualtrics – Company Confidential

Who is Qualtrics?

The Global Leader in Enterprise Survey Technology

Leader in Enterprise
Customers
4

©2013 Qualtrics – Company Confidential

Leader in Colleges
and Universities

Leader in Growth
and Innovation

What are People Doing?

•  Customer loyalty/NPS
•  Website feedback
•  Voice of the customer
•  Market research
•  Employee feedback
•  Event Registration
•  Product/concept Testing
•  Academic research
5

©2013 Qualtrics – Company Confidential

Qualtrics Enterprise Survey Platform

6

©2013 Qualtrics – Company Confidential

Qualtrics Site Intercept
Understand the “whys” behind:

Website
Feedback

• 
• 
• 
• 
• 

Cart abandonment
Bounce rates
Site KPI trends
Navigation and page layout
SEO eﬀectiveness

Collect insights about your visitors’:

Site Visitor
Research

• 
• 
• 
• 
• 

Contact information
Demographics
Reason for visiting
Site satisfaction / NPS
Ad awareness

Improve relevance of:

Targeted
Content

7

©2013 Qualtrics – Company Confidential

• 
• 
• 
• 
• 

Ads
Promotions
Lead forms
Product & content recommendations
Social media sharing

The Modern Customer

8

©2013 Qualtrics – Company Confidential

Only Email

9

©2013 Qualtrics – Company Confidential

IT Help

Minimal Visitor Interaction

Understand Visitors

10

©2013 Qualtrics – Company Confidential

No IT help

20+ Targeting Variables

Timely Studies

11

©2013 Qualtrics – Company Confidential

IT Help

Inaccessible Data

Launch in Hours

12

©2013 Qualtrics – Company Confidential

No IT Help

Collect Hard to Access Data

Hands-on Walkthrough

Feedback link
Slider
Infobar
Popover
13

©2013 Qualtrics – Company Confidential

Product Demo

14

©2013 Qualtrics – Company Confidential

Questions?
Connect with us:
Twitter: @Qualtrics
Linkedin: www.linkedin.com/company/qualtrics
Insight Summit: www.qualtrics.com/summit/
©2013 Qualtrics – Company Confidential

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4. Who is Qualtrics? The Global Leader in Enterprise Survey Technology Leader in Enterprise Customers 4 ©2013 Qualtrics – Company Confidential Leader in Colleges and Universities Leader in Growth and Innovation

5. What are People Doing? •  Customer loyalty/NPS •  Website feedback •  Voice of the customer •  Market research •  Employee feedback •  Event Registration •  Product/concept Testing •  Academic research 5 ©2013 Qualtrics – Company Confidential

7. Qualtrics Site Intercept Understand the “whys” behind: Website Feedback •  •  •  •  •  Cart abandonment Bounce rates Site KPI trends Navigation and page layout SEO eﬀectiveness Collect insights about your visitors’: Site Visitor Research •  •  •  •  •  Contact information Demographics Reason for visiting Site satisfaction / NPS Ad awareness Improve relevance of: Targeted Content 7 ©2013 Qualtrics – Company Confidential •  •  •  •  •  Ads Promotions Lead forms Product & content recommendations Social media sharing

Improving Customer Experience with Website Feedback

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