Item: Coveo Qubit
Rating: 6
Author: Verified User

Overall Satisfaction with Qubit

Use Cases and Deployment Scope

One department controls the roadmap, which is inputted into by many different departments. Qubit is primarily used as an A/B testing tool. We have tried to use their personalisation features but with limited success. We purchased professional services, which acted as a 'middle man' between our commercial organisation and the Qubit development team.

Pros and Cons

Pros

Professional services is incredibly knowledgeable. Many experiences we wanted to create would not have been possible without this.
Quick to fix issues we have raised in production.
Commitment to engaging our internal teams by running workshops across Europe.
Industry leading personalisation product. A shame we didn't get a chance to use it!

Cons

Delivery times. More often than not, delivery dates were missed. This was very frustrating throughout our relationship.
Production issues. We had several issues in production due to Qubit product changes that we were unaware of. This was unacceptable.
Professional services spread too thinly. Sometimes, our contacts took too long to respond, which was exacerbated massively when employees were on annual leave.

Alternatives Considered

We opted for Qubit due to their personalisation features compared to the other market offering, as we felt their Visitor Cloud was a USP in the industry. The Visitor Cloud allows further personalisations, such as social proofs, to complement internal data we have gathered and transform it into a live, front end product.

Other Software Used

Alfresco Enterprise Content Management, Maxymiser

Likelihood to Recommend

Well Suited for:

Verify internal changes made by A/B testing.
Using social proof to improve customer journeys.
Segmenting customers based on locations/languages/previous actions.
Targeting specific users by uploading CSVs.
Personalising the experience based on all of the above.

Not Suited:

Large builds take a long time and have many defects. This takes further time to fix them.
Quick wins can take a long time due to the build/QA queues that come as a result of the shared resource pool that's split amongst several clients.

Comments

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George Barker
commented 8 years ago
Hi there, Thanks very much for this in-depth feedback about Qubit and the platform. Where we really excel in lots of things, we appreciate that with other elements we could be doing better. We're actively listening to what our customers are saying to help feed the thoughts, ideas and focus areas for Qubit in the future. Great to hear that the use of social proof and segmentation of customers is working for you. We're looking to fix the agility and flexibility of the platform to increase the speed in which you can deliver experiences - watch this space. Thanks again for the review, George, Customer Advocacy at Qubit.

Qubit - A useful Customer Experience Tool