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Qualtrics launches back-to-work solutions to help COVID-19 transition

By Shannon Williams
Thu 7 May 2020
FYI, this story is more than a year old

Qualtrics has unveiled four new solutions to help organisations transition employees back into the workplace as business begin reopening during the COVID-19 pandemic. 

"Return to Work and Back to Business are solutions that help organisations confidently understand the beliefs, feelings, and sentiments of their employees and customers when making critical decisions to reopen workplaces and businesses," says Qualtrics. 

"Until now, businesses, governments, and educational institutions have primarily been using operational data hospitalisation rates, availability of testing, etc.when looking at reopening decisions. These new solutions will enable organisations to take the actions needed to ensure that people feel safe returning to work and that customers feel confident engaging with businesses in person," it says. 

The Return to Work Pulse is an automated solution for leaders to continuously listen, understand, and act on employees health and safety needs so they can return to their offices with confidence. 

Qualtrics is also launching Back to Business solutions designed to help organisations stay connected with customers, understand their expectations and preferences, and take actions to build customer confidence as businesses reopen their doors.

"As we continue the fight against COVID-19, every government and business leader I talk to is trying to understand two things: how to keep their people safe and healthy and what information they can turn to as they look to reopen their workplaces and businesses," says Ryan Smith, co-founder and CEO, Qualtrics. 

"The trouble is everyone has been relying on the same operational data infection rate, hospitalisation rate, testing per capita to make their decisions, but they have no experience data to tell them how people feel. If companies open their offices again, will anyone return to work? 

"If businesses open their doors again, will customers be comfortable showing up again? These new solutions help organisations know what people need in order to feel confident returning to work, shopping, eating out, etc. It's not enough to reopen. We have to do it in the right way, and that means understanding how people feel and what we can do to instil confidence that we can reopen and maintain health and safety," he explains. 

The Return to Work Pulse helps organisations assess how and when employees feel ready to return to the workplace by:

  • Understanding each employees needs to make a safe and positive transition back to work whether teams have been working from home, staying off site due to temporary business closures or staying home due to health concerns
  • Evaluating what new policies organisations should adopt, such as health and safety protocols, as offices and other work sites reopen
  • Determining communication needs about any new changes to company direction or job functions and roles
  • Back to Business solutions help organisations ensure customer confidence as businesses reopen. These solutions include:

Frontline Connect: empowers frontline employees to share customer insights about what is working and what needs to be adjusted as businesses reopen. This allows organisations to collect feedback at scale, identify specific at-risk customers, and iterate in real-time to ensure customers feel safe and continue to have a positive customer experience.

Customer Confidence Pulse: helps organisations understand the needs and preferences of their customers, including how customers feel about the company's response to the pandemic, what changes the organisation needs to make, how helpful the company's interactions with customers have been, and how effectively the organisation is in responding. As businesses begin reopening their doors, this solution helps organisations know they are taking the right actions to instil customer confidence.

Digital Open Door: allows customers to share feedback across web and mobile touch points. This digital open door enables open, two-way communication between customers and employees, helping organisations better serve their customers online while also preparing to reopen physical locations.

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