Story
Qualtrics
FreshdeskQualtrics at Freshdesk: Experience Feedback
Freshdesk, an information technology organization in the United States, uses Qualtrics Discover from Qualtrics to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because experience feedback has a clear owner |
| Productivity | Handoffs in research and listening sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how research and listening actually runs |
Story
Freshdesk did not need another dashboard that nobody opened. It needed research and listening to move. In the United States, CX and people teams already knew where experience feedback went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Qualtrics Discover from Qualtrics is now in that path. Qualtrics is an experience management platform for surveys, feedback, and journey insights across customers and employees. The company treats it as production tooling for research and listening, which is why CX and people teams live in it rather than exporting from it once a quarter.
Freshdesk can show how experience feedback is handled today. That is the value: a repeatable way to run research and listening on software the rest of the industry already recognizes.
