FluidSurveys (Discontinued) vs. Verint Voice of the Customer

I think FluidSurveys is appropriate for almost all scenarios. For now, the only time I used another product was when the survey I was managing was being done using tablets (such as Ipads or Samsung tablets) and I used ODK Collect. I think FluidSurveys now has the option of uploading the survey to a tablet and collect the data through it. However, I have not tried it. ODK Collect is an open source and free software compared to FluidSurveys. Thus, if the user wishes to use tablets, I might recommend using ODK Collect even if there is some learning to do in terms of coding your question in an Excel sheet for it to be "uploadable" to the ODK Collect "hub" (the server).

Verint Voice of the Customer is very well suited for measuring how satisfied (or dissatisfied) the customer base is in close to real time. Also well suited for identifying pain points across the experience. Not sure if the platform is well suited for measuring multiple interactions for a specified journey or a specific audience experiencing a specific journey

Incentivized

• User-friendly. For the majority of the general and basic tools you can use with FluidSurveys to build surveys are simple to use and intuitive. When certain issues come up, the service is quick (chat room) and effective.
• Anonymity: the software has the reputation of being safer in terms of safeguarding private information the respondents share by answering surveys (this is mainly due to the fact that the servers are in Canada). Thus, indirectly, they increase response rates.
• Extensive possibilities: FluidSurveys offers a plethora of possibilities and options that really renders the experience interesting in terms of micro-managing each details of the surveys you are sending out there. When the invitation leaves by email, it is exactly how you want it.

• Provides for a layered feedback strategy
• Allows for seemless integration with our CX tools to pair words with behavior
• Measures satisfaction

Incentivized

• There should be more flexibility and customizability with regard to survey design (e.g. background, fonts...)

• Integrating with Google Analytics did take several sessions with their support team, so that could use improving
• Needed additional assistance from their technical team because of the configuration
• Limited customization for standard deployment survey templates. Some reports are a bit outdated

Incentivized

We are very happy with FluidSurveys. It is a simple and intuitive tool, has a good variety of sample survey templates, allows real-time response analysis and easy report-generation feature. We have been able to access support very quickly from their team when we had a question / concern. We will most likely upgrade to the Ultra version, though, as the branching options in Pro package are somewhat limited

The cost versus product is a good value, so it all depends on the customer's needs/wants, and of course, budget

Incentivized

I think the average person can very quickly pick up on the basics of the system: they would have no problems programming and launching a basic survey. Organizations may benefit from having people of different backgrounds getting their hands dirty in the system: at a minimum, both web programmers and opinion research advisors should be solicited for input or help.

First and foremost It’s easy to use. The Visual dashboard is great and simple to navigate!! The amount of info is thorough and collected timely if not in real time . I have even used it to contact a customer about an experience they had. I was able to ask why they chose the ratings they did on the survey

Incentivized

Every support contact I have had, be it by email, live chat or phone, I have had my issue resolved very quickly, efficiently and professionally by a knowledgeable and well trained support team member. Having worked in technical support many years ago myself, I can appreciate the level of service and quality of support offered by Verint. I would, without hesitation, say that Verint offers one of the best support experiences out there.

From a Government perspective, FluidSurveys offers some qualities that make it stand out:

• It is located in Canada;


• It's servers are located in Canada;


• They are willing to host user-group meetings, so that Government departments can explain how they have implemented a wide variety of tasks with it (and people can get very creative with FluidSurveys! If they can use an in-house option they've already purchased to conduct non-survey-related tasks, it introduced major cost savings to taxpayers. So it's also very important to share this type of creativity with other departments).

OpinionLab is more popular than ForeSee with small companies and startups (1-50 employees), while Foresee is more suited for medium-sized companies (51-1000 employees) as well as with large to enterprise companies (1000+ employees). OpinionLab integrates with IBM Tealeaf and Digital Analytics, Salesforce Sales Cloud and FullStory, while Foresee integrates with Nebula CX and UserVoice. Depending on the size of your company and other platforms you need to integrate with it, let those help you decide which of these multi-channel customer experience analytics platform are best for your company.

Incentivized

• The cost savings in using FluidSurveys to conduct research, rather than outsource it, has saved us hundreds of thousands of dollars over the few years that we have been using it. Contracting out research is costly, so if you have the right people/skills and technology to do the work in-house, you're able to conduct a lot more research than you would otherwise be able to.

• Collect data around our login experience where eventually we were able to release a GPE directing customers to utilize our virtual assistant
• Verbatim around the claims experience allowed us to update our Claims Status page to provide more detailed, transparent information to the customer around the status of their claim.

Incentivized