What do you like best?
• The overall archicture and the setup is just smart
• Autotagger: the system’s ability to automatically tag feedback records based on context
• Integrative capabilities
• Self Service capabilities
• Simple and very attractive UI
What do you dislike?
• Would love a report builder. System has a lot of reports and custom reports are available too but only on order. Would like to build the reports myself.
Recommendations to others considering the product
We have made recent improvements using custom reports. Their service for custom reports is actually rather affordable and goes a long way in terms of value.
What business problems are you solving with the product? What benefits have you realized?
• We had an unstructured and passive approach to measuring the voice of the customer. CXQuest is now our central VOC repository, works across all channels and departments and we can understand how various aspects of our products and services drive satisfaction.
• We have a much better idea & correlation between customer satisfaction and specific actions of our services team and features of our products.
• Churn threats are recovered more efficiently with an improvement of retention by 28 within a matter of 3 months.