Likelihood to Recommend It is well suited for SaaS products or services that have a highly complex user interface. Through Appcues, you can ensure that people discover all the existing and new features and make them understand the value of your product as soon as possible to address the evergreen issue of churn. But if your user interface is really messed up, you should change the product itself instead of using a tool like Appcues to explain everything on the screen.
Read full review Medallia is best for customer experience feedback. This will allow you to analyze and understand their current experience with the service you are providing. You will not [only] understand what specific point you are lacking, but you will also know which point they are happy with. Using the data provided, you can take necessary actions on how to improve and elevate your customer's experience.
Read full review Pros As a whole, Appcues is very easy to use. You can build templates to easily style future modal windows and tooltips. They have great customer service! Any time I've had a question our support rep always gets back to me with solutions. Read full review It provides a rating for customers to rank how satisfied or not satisfied they are with the service. As an Account Manager, this is a helpful tool to hear customers' experiences and feedback. It helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not. Read full review Cons We were extremely surprised that there are not any Appcues used in Appcues. The app is pretty easy to use, once you figure out how to use it. There were not any type of tutorials when we logged in that quickly walked through how to setup a flow. Appcues has lots of support articles, however they are almost so numerous that it was hard to find simple onboarding documentation that we found useful. The different tooltips and product actions are great, but being able to customize the different cues a little bit more by changing sizes and aspect ratios could be an improvement. Read full review Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency. Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform. Read full review Usability Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.
Read full review Support Rating Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs
Read full review Alternatives Considered It has a much, much better user interface, better customer care, and of course better pricing. This along with the fact that they were very accommodating for our use case ensured we went ahead with Appcues.
Read full review Medallia does not only gives us convenience. It also gives us an opportunity to solve real-time feedback and create real-time solutions. The platform is easy to use, with a dashboard that could help our agents check their progress on a daily basis. I am particularly impressed with the platforms' ability to provide high attention to detail without compromising the sleek design that gives a professional vibe.
Read full review Return on Investment Appcues has allowed us to quickly deploy user help features that target specific users, audiences, even customers with very little effort. Appcues has helped gain user traction by providing helpful tooltips, tours, and other rich content, reducing the first-time user learning curve. Read full review It does play a big role when we are running a referral campaign. Referral greatly affects sales and retention since customers are bringing in new clients/customers. It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service. Read full review ScreenShots