Customer Experience and Survey Software/Services Competitive Landscape

Part
01
of three
Part
01

Customer Experience and Survey Software/Services Competitive Landscape (1)

The mobile products Qualtrics offers are Qualtrics Survey, Qualtrics XM, Qualtrics Follow Up, Qualtrics X4, and Qualtrics Concierge/Onboarding. SurveyMonkey mobile app and SurveyMonkey Rewards are the mobile products of SurveyMonkey.

QUALTRICS

  • Qualtrics is a consumer market research SaaS-based platform that offers a single system of record for all experience data, managing customers, products, employees, and brand experiences. The company was founded in 2002 and is based in Utah, United States.

QUALTRICS SURVEY

FEATURES
  • The Qualtrics Offline Surveys App allows you to download and manage your surveys from the Qualtrics Research Suite.
  • The surveys can be stored for offline use and responses can be submitted when an internet connection is available.
  • The app has a rating of 3.2 on Google Play and 2.3 star-ratings on iOS App Store.
PRICING
  • Qualtrics Research pricing information and demo is only available upon request; according to experts, Qualtrics offers a free plan that comes with basic features and pricing for the paid version starts at $3,000/year.
TARGET MARKET

QUALTRICS XM

FEATURES
PRICING
  • The app is available for free but requires Qualtrics customer login.
TARGET MARKET
  • Qualtrics XM, like most Qualtrics products, is targeted towards brands and businesses in industries such as retail, healthcare, financial services, travel, B2B, government, media, airlines and automotive sectors.

QUALTRICS FOLLOW UP

FEATURES
PRICING
TARGET MARKET
Qualtrics Follow Up is targeted towards brands and businesses.

QUALTRICS X4

FEATURES
  • The Qualtrics X4 app helps you get the most out of your X4 experience
  • Users can register for breakout sessions, get the latest updates on session times, locations, and speaker details, as well as submit their all-important "Dream Team" requests.
  • The X4 app enables users to connect with other attendees, schedule meetings, and share your experience in the app's photo gallery.
  • The app is rated 5.0 stars in the iOS App Store and 3.5 stars in Google Play.
PRICING
  • The Qualtrics X4 app is available for free.
TARGET MARKET
  • Attendees of the Qualtrics X4 Experience MGMT Summit.

QUALTRICS ONBOARDING/CONCIERGE

FEATURES
PRICING
TARGET MARKET

SURVEYMONKEY

  • SurveyMonkey is the world's leading survey platform. The company was founded in 1999 and based in San Mateo, California, with over 700+ employees throughout North America, Europe, and the Asia Pacific.

SURVEYMONKEY MOBILE APP

FEATURES
TARGET MARKET

SURVEYMONKEY REWARDS

FEATURES
PRICING
TARGET MARKET



Part
02
of three
Part
02

Customer Experience and Survey Software/Services Competitive Landscape (2)

Medallia has two mobile products, Medallia Mobile and Medallia Voice, both targeted towards organizations, employees and customers of the organizations. Calibrater Health products and solutions are targeted towards healthcare providers and patients.

MEDALLIA

  • Medallia is a privately held company founded in 2001 with a mission to help companies scale through customer experience. Its award-winning SaaS platform, the Medallia Experience Cloud, is regarded as the market leader in the understanding and management of experience for customers, employees and citizens. Medallia offers two mobile platforms; Medallia Mobile and Medallia Voices.

MEDALLIA MOBILE

FEATURES
  • The Medallia mobile provides the ultimate tool for “closing the loop” with customers. Medallia Mobile drives customer engagement and makes delivering great experiences a habit.
  • The app has a 2.5 star-ratings on iOS and 2.4 star-ratings on Google Play Store.
  • The app features instant access to customer experience insights and alerts, along with built-in workflow actions for organizations.
  • Offers role-based dashboards with access to the most relevant, fine-tuned CX metrics for every employee.
  • The app is built with Medallia Alchemy design system to provide a consistent, inherently better user experience between mobile and desktop and also provides support for Single Sign-on, Pincode/Touch ID, and Enterprise Mobility Management platforms.
  • Organizations can customize the app with their logo, program name and brand colors to further drive adoption and usage using the myMedallia Mobile.
  • Medallia Mobile allows for a self-service administration which enables users to view each customer feedback and see the full context of each response along with related case management activities.
PRICING
TARGET MARKET

MEDALLIA VOICES

FEATURES
PRICING
TARGET MARKET

CALIBRATER HEALTH

  • Calibrater Health is a privately held company founded in 2014 that makes customer service software for healthcare that combines text-based patient surveys with an automated, closed-loop issue tracking and feedback management system.
FEATURES
PRICING
TARGET MARKET

RESEARCH STRATEGY

For Calibrater Health, a search through the company’s website, Google Play Store, iOS App Store and the mobile market intelligence platform, Sensor Tower, shows that Calibrater Health doesn’t have a mobile-based product; hence, we have provided information for the company as a whole. To provide the pricing information for Calibrater Health, we combed through the website of the company for any information on its pricing structures. The company did not provide pricing for its solutions as the information is only available on request, and they provided a contact box for customers to reach out for questions relating to pricing and other requests.

We had hoped to provide the pricing of the company's solution through the first strategy as most SaaS companies offer price structures for their products on their website. Next, we shifted our search to cover review sites like Capterra, Business.com Reviews, G2, SoftwareAdvice, GetApp, Reviews.FinancesOnline, FeaturedCustomers, PreductiveAnalytics, among others. After searching through the sources mentioned above, there was no information on the pricing of Calibrater Health's products, and it wasn't even listed on most of the review sites.

In a further attempt to gather insights on the company's pricing, we searched for companies using its solutions. We located some of the companies by searching through client case studies, press releases and Calibrater Health blog posts. Information provided by the client's of the company was only testimonials on the effectiveness of Calibrater Health solutions and how the clients integrate the solutions on their platforms. We were not able to provide the pricing information of the company as the information is not publicly available, and the company offers a demo upon request.




Part
03
of three
Part
03

Customer Experience and Survey Software/Services Competitive Landscape (3)

InMoment’s mobile product makes it easier for the user to access their CX data and offers the same functionality as InMoment’s online platform. Trumpia offers a web-based platform, while its Send From Phone feature is bundled into its core functionalities.

INMOMENT

  • InMoment is a SaaS-based customer survey and enterprise feedback management solutions for data collection activities. The company is considered a leader in customer experience (CX) intelligence. InMoment was founded in 2002 by John Sperry and is located in Utah, United States.

INMOMENT MOBILE

FEATURES
  • The InMoment mobile app makes it easier for the user to access their CX data anywhere. The app functionality is the same as InMoment’s online platform.
  • The app gives access to reporting, customizable dashboards, and case management.
  • The app offers multimedia feedback to provide users with the flexibility to meet customers on their terms, ensuring more valuable data, more compelling stories, and better customer experience.
  • The app's features include configurable triggers to allow users to choose who they survey, as well as the place and time.
  • The platform uses advanced analytics to understand customers’ feedback.
  • The app has a 3.0 star-rating on iOS App Store and a 2.1 star-rating on Google Play Store.
  • InMoment features also include video, voice, text and active listening, video transcription, automated real-time notifications, personalized coaching opportunities and location-specific recommendations.
PRICING
TARGET MARKET
  • InMoment platform is targeted towards brands to help them leverage customer stories to inform better business judgments and create more meaningful relationships with their customers.

TRUMPIA

  • Trumpia is the leading web-based multi-channel marketing platform, dedicated to helping businesses grow and stay well-connected with their customer base. Trumpia integrates mobile text, email, social media, voice broadcast, and instant message to give businesses and organizations greater reach, higher responses, and more exceptional results. The company was founded in 2006 and is located in California, United States.
FEATURES
  • Trumpia offers automated campaigns which can be used to create and carry out message campaigns. The feature allows for setting flexible time for the campaigns.
  • Trumpia’s auto-response tools allow contacts to automatically receive a message when they opt into the user’s mobile keywords.
  • Trumpia offers report and analytics solutions that provide information like the number of subscribers who opted out, demographic data, and voting results.
  • The platform comes with contact management tools to help build and maintain an accurate, strong contact list.
  • The tool allows companies to send multimedia messages.
  • Trumpia’s text-to-vote features provide users with the ability to gather feedback.
  • Through its segmentation tools capabilities, users can use data they’ve collected to send targeted messages.
  • The company's platform provides mobile keywords, making it easy for subscribers to opt-in to receive messages.
  • Send From Phone feature allows users to text their audience regardless of their locations, have two-way threaded conversations, and send alerts in critical situations.
PRICING
  • The Standard plan comes with one user account, 5,000 text message credits, five keywords and 12,000 email messages at the cost of $195/month.
  • The Professional plan contains Trumpia core features and enterprise features like subaccounts and credit allocations along with three user accounts, 15,000 SMS credits, 10 keywords, and 32,000 email messages. The packages cost $495/month.
  • Small Enterprise plan comes with priority support, automatic tracking and customized campaign consulting. The plan contains 10 user accounts, 40,000 SMS credits, 20 keywords and 80,000 email messages at the cost of $995/month.
  • The Medium Enterprise plan comes with all the features of the Small Enterprise plan and lifecycle engagement automation planning. The plan includes 20 subaccounts, 100,000 SMS credits, 50 keywords and 200,000 email messages at the cost of $1,895/month.
  • The Large Enterprise plan cost $3,995/month; it comes it 50 subaccounts, 225,000 SMS credits, unlimited keywords and 450,000 email messages.
TARGET MARKET
  • Trumpia solutions are targeted towards companies in the healthcare industry, banks and credit unions, retail stores, fast food restaurants, Air Force bases and churches.

RESEARCH STRATEGY

A search through Trumpia's website, Google Play Store, iOS App Store and mobile market intelligence platform, Sensor Tower shows that Trumpia only offers a web-based product; hence, we have provided information for the company as a whole.



Sources
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