Overview
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Overall experience with Alchemer
“Helpful Service Team and Affordable Cost Highlight Platform's Strengths and Limitations”
“Limited AI Features and Support Reduce Satisfaction Despite Easy Survey Use”
About Company
Company Description
Alchemer provides an intuitive and flexible feedback and data collection platform. Our wired-in, always-on approach to collecting and acting on feedback allows teams to hear from their customers in the moments that matter most. Alchemer integrates with existing systems and keeps feedback in the hands of the people who can take the best action. Alchemer serves the needs of CX, marketing, product, digital experience, HR, and market research customers.
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Alchemer Likes & Dislikes
The service team is responsive and helpful; I can call and get help immediately. They take my concerns very seriously. The cost is affordable.
Ease of use & reporting
When working in the tool, it is very intuitive and easy to create surveys. I like the controls I am given over campaigns that were not available to me in competitor solutions, and I love the people that I reach whenever I call support. They are friendly, helpful, knowledgeable and will go out of their way to help you find a solution to what is needed.
The main issue is that it just doesn't quite do all the things you may want it to do. For example, you can't quite customize the reports the way you would like or apply branding in a way that is user friendly. Although many aspects are customizable, there are limitations to what you can do.
Lack of support, lack of AI features, pricing model
I wish we could delete campaigns in bulk. Having to delete one at a time is so inefficient and time consuming. We should also be able to set automated deletes based on a certain timeframe so that removing old campaigns could be accomplished in an automated way. When glitches are reported and they can't find the cause quickly/easily, they give me the run-around (along with a lot of busy work to do on my end) and I really have to hold their feet to the fire until they invest the time/talent to really uncover what is wrong, especially when I know it's on their side. Less important/low impact glitches in the tool are left unresolved indefinitely. One example of this is that even though forced questions are answered, sometimes the answer is excluded in the API call/download/system. I reported this a long time ago, several times, and when no resolution was found we had to find a way to identify the gaps on our end in order to mitigate.
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Alchemer Reviews and Ratings
- SENIOR RESEARCHER10B+ USDConsumer GoodsReview Source
Helpful Service Team and Affordable Cost Highlight Platform's Strengths and Limitations
The platform provides everything I need to be successful, and the team is very responsive when issues do arise. - Director of Client Success<50M USDBankingReview Source
Outstanding surveying tool but could still use some work to become truly exceptional in all areas
Overall Alchemer really, truly provides a superior product, as well as excellent/knowledgeable support, and they are our preferred provider for this service, but we do have issues from time to time that result in our organization having to come up with creative solutions in order to mitigate on our end because they are not able to resolve on theirs. They also have some limitations within the tool itself that result in some inefficiencies as well, even though recommendations to overcome these limitations have been recommended several times. - MANAGER, UX RESEARCH STRATEGY1B-10B USDConsumer GoodsReview Source
Reports Offer Useful Insights While Customer Service Enhances Product Utilization
The product is easy to use, surveys consumers, and collects feedback ratings to help determine how users are engaging with content and improve ratings. Over the past few months, we've been able to easily improve our app store rating and determine what changes need to be made to improve features for users. The customer service team is always happy to help and ensure we're getting the most from our account and our experience. - Senior Business Analyst<50M USDTransportationReview Source
Alchemer Enables Real-Time Customer Messaging and Feedback During Booking Process
Alchemer does exactly what we need. It gives us the opportunity to send messages during the booking process to customers about problems or important changes to their services. It also allows us to get feedback as soon as customers encounter uncomfortable situations. - Senior webconsultantGov't/PS/EdGovernmentReview Source
Integration of LUA and PHP Commands in combination with multi Language support Expands Functional Possibilities
It is possible to make a tailormade user interface. Also multilanguage is supported well.