Websites using Delighted

Okay, let s break down Delighted, focusing on an overview, revenue (where possible to estimate), alternatives, pricing, and customer care details.

Delighted: A Comprehensive Overview

Delighted is a customer experience (CX) platform designed to gather and analyze customer feedback quickly and easily. It focuses on simplicity and ease of use, enabling businesses to collect actionable insights that improve customer satisfaction, loyalty, and ultimately, business outcomes.

Key Features & Benefits:

• Simplicity: Designed for ease of use, both for administrators setting up surveys and for customers responding.
• Multi-Channel Feedback Collection: Delighted supports various survey distribution methods:
  • Email Surveys: Classic and widely used.
  • Web Surveys: Integrated into your website or web application.
  • Link Surveys: Shareable links for text messages, social media, or other channels.
  • In-App Surveys: Embedded directly into mobile or desktop apps.
  • SMS Surveys: Send surveys via text message.
  • Kiosk Surveys: Ideal for physical locations.
• Key CX Metrics: Supports capturing:
  • Net Promoter Score (NPS): Measures customer loyalty and advocacy ( How likely are you to recommend us? ).
  • Customer Satisfaction (CSAT): Gauges satisfaction with a specific interaction or experience.
  • Customer Effort Score (CES): Measures the ease of doing business with your company.
  • 5-Star Surveys: General rating scale.
• Real-time Reporting & Analytics: Dashboards and reports provide immediate visibility into customer sentiment and trends. Includes:
  • Trend Analysis: Track changes in scores over time.
  • Segmentation: Filter and analyze feedback based on customer attributes.
  • Text Analytics: Analyze open-ended responses to identify common themes and issues.
• Automation & Integrations:
  • Automated Survey Delivery: Schedule surveys based on triggers or events.
  • Integration with Popular Tools: Connects with platforms like Salesforce, Zendesk, Slack, Shopify, and many others to streamline workflows and centralize data.
• Customization: Customize survey appearance (branding), question phrasing, and delivery settings.
• Role-Based Access Control: Manage user permissions to control who can access and modify data.

Who is it for?

Delighted is suitable for businesses of all sizes and across various industries. Common use cases include:

• E-commerce: Track customer satisfaction with purchases and delivery.
• SaaS: Monitor user experience and identify areas for product improvement.
• Hospitality: Gather feedback on hotel stays, restaurant experiences, etc.
• Retail: Assess customer satisfaction with in-store and online experiences.
• Healthcare: Collect patient feedback on care and services.

Revenue (Estimate):

It s difficult to get precise revenue figures for Delighted as a private company (owned by Qualtrics). However, we can make an educated guess. Considering its market position and customer base, a rough estimate could be in the range of $20 million to $50 million annually. This is speculative and based on industry comparisons. Qualtrics does not break out individual product revenue for Delighted.

Alternatives to Delighted:

The CX platform market is competitive. Here are some popular alternatives, categorized:

• Direct Competitors (Similar Simplicity & Focus):
  • Retently: Focuses on NPS automation and customer retention.
  • Promoter.io: Similar NPS-focused platform with a focus on growth.
  • AskNicely: Designed for frontline teams and instant feedback.
• More Comprehensive CX Platforms:
  • Qualtrics XM: (Parent company of Delighted) A full-fledged experience management platform with advanced features like predictive analytics and journey orchestration. More complex than Delighted.
  • Medallia: Enterprise-level platform for capturing and analyzing customer feedback across all touchpoints. Very powerful but often more expensive and complex.
  • SurveyMonkey Enterprise: A well-known survey tool that offers more than just CX feedback, but can be used for customer satisfaction.
  • Zendesk Suite: Provides a robust CX solution that encompasses not only feedback surveys, but also ticketing, live chat, and CRM capabilities.
• More Affordable/Basic Options:
  • Google Forms/Microsoft Forms: Free or low-cost options for basic surveys. Limited features and analytics compared to dedicated CX platforms.
  • Typeform: Known for its visually appealing and conversational surveys.

When choosing an alternative, consider:

• Your budget: Prices vary significantly.
• The size and complexity of your organization: Enterprise solutions can be overkill for smaller businesses.
• The specific types of feedback you need to collect: NPS, CSAT, CES, or something else?
• The integrations you require: Ensure the platform connects with your existing tools.
• The level of analytics you need: Basic reporting vs. advanced segmentation and text analytics.
• Ease of use: For both administrators and customers.

Pricing:

Delighted offers tiered pricing plans, which are generally based on the number of surveys sent per month or the number of active users. Here s a general outline (always check their official website for the most up-to-date pricing):

• Free Plan: Typically limited to a small number of surveys per month and basic features. Suitable for very small businesses or testing the platform.
• Growth Plan: Increases the number of surveys and unlocks additional features like integrations, reporting, and customization. Price is generally dependent upon number of surveys.
• Premium Plan: Designed for larger organizations with more complex needs. Includes advanced features, dedicated support, and higher survey limits. Often requires custom pricing.
• Enterprise Plan: The most comprehensive offering, providing unlimited surveys, dedicated account management, and custom integrations. Custom pricing.

Important Notes on Pricing:

• Free trials are often available.
• Pricing can vary depending on the specific features and usage levels required.
• Be sure to carefully review the pricing plans and compare them to the alternatives before making a decision.

Customer Care Details:

Delighted emphasizes self-service resources and responsive support. Here s what you can generally expect:

• Help Center/Knowledge Base: A comprehensive library of articles, FAQs, and tutorials covering all aspects of the platform. This is often the first place to look for answers.
• Email Support: Delighted typically offers email support for all paid plans. Response times vary depending on the plan level.
• Chat Support: May be available on higher-tier plans for faster assistance.
• Phone Support: Generally reserved for Premium or Enterprise customers.
• Community Forum: A platform where users can ask questions, share best practices, and connect with other Delighted customers.
• Dedicated Account Management: Often included with Premium or Enterprise plans. Provides a dedicated point of contact for support and strategic guidance.

How to Find Their Customer Care:

• Website: Start at the Delighted website (delighted.com). Look for a Help, Support, or Contact Us link, usually in the footer or top navigation.
• Within the Platform: Once logged in, look for a help icon (often a question mark) in the corner of the screen.

Key Takeaways:

Delighted is a user-friendly CX platform ideal for businesses that need a simple and effective way to collect customer feedback. It s strong in NPS, CSAT, and CES measurement. While it may not have all the bells and whistles of enterprise-level platforms like Qualtrics or Medallia, its ease of use and competitive pricing make it a popular choice for many organizations. Carefully evaluate your needs and budget before making a decision, and be sure to compare Delighted to its competitors. Always check the official website for the most current details.