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Qualtrics introduces new solution, allows orgs to capture qualitative video feedback from customers

Singapore – Experience management (XM) company Qualtrics has launched its new Video Feedback, a new way for organisations to collect qualitative feedback on the Qualtrics XM Platform™. This will allow organisations to now capture video feedback from their customers, analyse both words and emotions, and use that data to make business decisions quickly and with confidence.

Video Feedback brings consumers’ thoughts and feelings to life by empowering respondents to describe their experiences in their own words. It automatically translates and transcribes audio, saving researchers time and speeding up the action. Additionally, sophisticated text analytics built directly into the product enables researchers to quickly surface themes from video responses, analyse them to highlight the most important responses, and set up automated alerts to prompt action. With this, marketing, CX, and HR teams will be able to use Video Feedback to integrate richer insights into their feedback programs.

Moreover, with editing capabilities built right into the product, researchers can also edit videos and build highlight reels to tell data-driven stories and help people easily understand experience data to make faster, more accurate decisions about their business. 

According to Qualtrics, Video Feedback is the first of a number of qualitative research features that Qualtrics will introduce over the coming months. Because it is built on the Qualtrics XM Platform, organisations can bring together Video Feedback with all of their experience data—from survey responses to unstructured feedback such as social media posts, product reviews, and chats— and easily turn large volumes of feedback into insights that drive action.

“Now more than ever, companies need to make decisions with empathy, speed and scale. With Video Feedback, Qualtrics is defining the next era of research and empowering organisations to understand what really matters to the next generation of consumers and design the products, services and experiences they want now and next,” said Michel Feaster, Qualtrics’ chief product officer of research.