Experience.com Software

Experience.com Software

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About Experience.com

Formerly known as SocialSurvey, Experience.com's Experience Management Platform (XMP) assists businesses across the mortgage, insurance, real estate, hospitality, and telemarketing industries with collecting and analyzing customer (CX) and employee (EX) experience data. Experience.com enables businesses to implement CX programs to analyze feedback data and drive business outcomes With the assistance of CX experts, businesses can collect feedback from customers at every point of the customer journey. Experience.com's XMP solution deploys workflows and multi-touch surveys to build and maintain feedback campaigns. This solution provides real-time business visibility of all customer engagement such as response rates, NPS score, and more. For employee experiences,...

Experience.com Pricing

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Experience.com User Reviews

OVERALL RATING

Showing 4 reviews

User Profile

Michael

Verified reviewer

Company size: 11-50 employees

Industry: Insurance

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

March 2019

Social Survey Has Elevated My Business!

Social Survey is an excellent company and a phenomenal product. In just a few months, their software has allowed me to collect nearly 60 customer surveys on many of my staff members. Highly recommended!

Pros

Social Survey makes the process of securing customer surveys quick and seamless. Their API allowed me to connect the platform to my CRM. Social Survey has an incredible and supportive team of people always willing to help.

Cons

There aren't any cons that come to mind. I do believe they can improve their dashboard.

Megan

Company size: 201-500 employees

Industry: Financial Services

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

August 2019

Great Service!

SocialSurvey has been great on many levels. Our Loan Officers love it because it allows them to gather more reviews and then brag about their service. Our compliance team loves that we can mitigate risk by getting a negative review internal only allowing us to step in quickly before escalating. The marketing team loves that it boosts our SEO, it's compliant, easy for the loan officers, extremely simple to use, and automated. The customer service is fantastic! They are happy to help any time and have extremely quick turn-times.

Pros

How automated the system is, not requiring any action from our Loan Officers.

Cons

The only negative is the process of resolving issues for when a loan officer leaves the company. When a loan officer leaves, if they have unhappy clients who are in the process of closing with that loan officer and we have to move that client to a new loan officer, if the client leaves a negative review based on the first loan officer experience, it gets put in the name of the new loan officer and there's not an easy way to resolve that.

Lauri

Company size: 51-200 employees

Industry: Financial Services

Time used: More than 2 years

Review Source

This review was submitted organically. No incentive was offered
1

Ease-of-use

out of 5
1

Value for money

out of 5
1

Customer support

out of 5
1

Functionality

out of 5

November 2021

Pray you don't run into tech issues, their support team does NOT respond

I wish I could give 0 stars. The worst customer service I have EVER experienced on a technology platform. As an enterprise customer, our company has been reassigned Account reps 3x in the last year as we migrated from Social Survey to Experience. Their new platform is loaded with development bugs that have impacted our business and reputation but no one is responsive to answer questions or fix these issues. I've been waiting on help from billing issues for the last 6 months but due to all the customer service changes, nothing has been done - just passing me along and giving me the runaround with nothing accomplished. Recently, my account rep left the organization and I was not notified of her departure nor assigned a new rep. After searching for her supervisor on Linkedin to ask who my new rep would be, I was told they were restructuring and their customer success team responsibilities were now being routed to the "concierge" support team. I was told to contact the same support team that hasn't responded to ANY of my emails, calls or voicemails in the last month. I find it ironic that their mantra is "Create Wow" for their customers and they can't even respond to the people who are paying for their services. Wow is certainly the reaction I've had with Experience lately...but not in the good way. Wow of disbelief that they could care SO little for their customers.

Pros

We have a gateway survey to help us gauge our customers' experiences before we ask for their recommendations on other platforms.

Cons

Development, customer service, support are all non existent.

Fred

Company size: 201-500 employees

Industry: Financial Services

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

October 2020

Excellent Review Engine that pushes reviews to Most All Social Media!

Get raving reviews!

Pros

I can customize my review levels to post and simple integration to Social Media

Cons

Had issues with Zillow integration due to saved passwords on me the users end

Response from BuyersRoad

Thanks for the great review Fred! We're so glad that you are seeing the value of the platform and are excited to continue working with the Monarch team.

Replied October 2020