Are you a Success Package user looking to empower your team and accelerate impact across your XM journey? Whether you already have a program strategy in place or are just getting started, this guide provides a comprehensive overview of everything you need to know to make the most of your investment in Qualtrics.
Learn How to Access Your Services
Watch the Two-Minute Tips below for a quick overview of how to effectively use and manage your Success Package services directly from your personalized Customer Success Hub:
Experience Services Tailored to Your Goals
Once you’re ready, you can kick off a conversation from your Customer Success Hub at any time by selecting one of the following options:
Note: The options available to you will vary depending on your Success Package. If you’re interested in upgrading your package to access additional services, you can kick off a conversation here.
- Get Strategic Advice is the easiest way to get in touch with your XM Success Manager when you need a technical and strategic thought partner. They’re here to help align your business objectives with best-practice utilization of the Qualtrics platform so you always have a clear vision of the path forward.
- Review My Program is the best way to ensure you are set up to meet your program goals each quarter. Your Enterprise Support team will not only ensure that your existing program stays on track to launch, but will also recommend ways you can more effectively and efficiently hit your targets. Remember, you can utilize this service up to four times a year, so make these Technical Program Reviews count!
- Get Technical Support is the fastest way to get answers to any product-related questions from our Enterprise Support team. You have priority access to our most knowledgeable product specialists to ensure that you can get unblocked as quickly as possible, 24/5. If an issue requires extra support from our other internal teams, we’ll make sure to provide regular updates on your issue’s status and ensure that any impacted programs continue to run smoothly.
- Modify My Program is your key to optimizing your programs after they’ve gone live; reporting on key insights using advanced Qualtrics features; and expanding your Qualtrics product expertise – all with your team of Technical Account Managers.
- Get Methodology Advice is an excellent resource when you are ready to take your XM programs to the next level. Our team of XM Scientists host monthly office hours and lead dedicated coaching sessions grounded in tried and true XM methodology that will elevate and accelerate your program development and insight generation.
Review Best Practices for Effective Services Conversations
There’s a lot to discover inside your Success Package. Here are our experts’ top tips for getting the most out of it:
- Tip 1: When deciding who on your Qualtrics team to reach out to via your Customer Success Hub, first consider the goal of your request:
- If you need troubleshooting/break-fix help while using the Qualtrics product, our Enterprise Support team is dedicated to supporting you as quickly as possible. Just select a contact option that has their label when you Get Technical Support. Make sure to CC your XM Success Manager so they can stay in the loop.
- If you need basic guidance on using the Qualtrics product or making small changes to your program (e.g. product trainings/demos, strategic advice, quick survey build), your XM Success Manager would be more than happy to assist you. Just select Get Strategic Advice in your Hub to get the conversation started.
- If you need a technical review of your program to ensure it is ready to launch, our Enterprise Support team is available to help provide recommendations on how to optimize your program to achieve the results you desire. Select Review My Program in your Hub to set up a meeting.
- If you need continued program support (e.g. extend impact of existing projects, set up an integration or API), your team of Technical Account Managers are best suited for the job. Select Modify My Program in your Hub to kick things off.
- If you need advice on implementing XM best practices in your programs, our XM Scientists can provide you with the personalized guidance and resources you need to advance your program impact. Select Get Methodology Advice and choose between office hours or expert coaching.
- Tip 2: When submitting your requests in the Hub, the more information (and screenshots) you can provide, the better, especially when describing what you would like to accomplish and why it is important to your program’s success. This will ensure your Success Team is able to efficiently respond to your request with ideas on how to make it a reality!
- Tip 3: Remember, you can always go to Manage My Services to review the entirety of what is included in your Success Package at a glance. Realizing that your business needs have grown beyond your current package? You can easily compare your current package to others and request an upgrade on the same page.
✅ Ready to dive in and discover what’s next? Click on any of the links above to be taken to your personal Customer Success Hub and familiarize yourself with the most efficient ways to leverage your new services!
Additional Resources
You can read more on the Qualtrics Support Site about using and managing your services.
If you need to ask any specific questions, you can always reach out to your XM Success Manager, whose email is listed in your Customer Success Hub Profile. They can also share additional resources that expand on these tips and provide additional insights and examples.
💡 How have you used or plan to use your Success Package services to accomplish your organization’s goals? Share in the comments below to inspire others on how they can leverage their services!