Likelihood to Recommend If you have a fully customized cms and have people working on the site with html and css knowledge this is the best tool ever, all specifics can be checked. Using ab tests and optimization services we identify best practices of the website and everywhere the best practices aren't implemented we find using the custom checkpoints. Aspects that cannot be automated via a quick IT solution is turned into a checkpoint and that's great!
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 Preconfigured checkpoints to gather a baseline. Reporting at regular intervals to identify pain points. Mapping to WCAGG standard to understand how to resolve errors. Ability to add customized checkpoints to align with messaging changes Aggregating images in a visual repository to scan for relevancy. 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 It would be helpful if the Issues page under Website showed the WCAG level for each issue (A, AA, AAA). You currently have to look up the guideline to find the level. There is no indicator that a page is currently being scanned. During a website scan, some of the reports are blank or missing information. Having a notification on the main page showing which websites are being scanned would be helpful. Some ADA compliance items are left off, such as keyboard navigation, tabbing, etc. It doesn't view the websites on mobile devices or if using a screen reader. Some pages or formatting changes depending on resolution. The DQM, from what I have seen, doesn't account for that. 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 Likelihood to Renew We've seen competitors, they're not doing as well of a job as dqm is. It's a wonderful tool and there a huge opportunities for crownpeak
Read full review Usability I had a small learning curve in order to become fluent with the platform as it doesn't work like the other automated accessibility tools that I've used. However, once I was up to speed, I like it better than any of the other tools and find the data more useful, digestible, and relevant.
Read full review 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 Reliability and Availability Haven't had issues accessing the dashboard when needed.
Read full review Performance No issues with speed and performance
Read full review Support Rating DQM support teams are responsive and knowledgeable, and will spend time working directly with client and agency teams to ensure the best outcomes are achieved. I can't fault the level of input and engagement from Crownpeak support teams across the board.
Read full review 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 Online Training Product is straight-forward but the training was helpful and beneficial
Read full review Implementation Rating The initial process is not clear but after the first cookie banner all others are faster to implement.
Read full review Alternatives Considered One of the most similar solutions to Crownpeak is the
Yext tool because it has a good set of functions that can be managed from content to customer experiences, it is fascinating to be able to track all user interactions through users, in the same way as in Crownpeak that allows all users to create digital experiences.
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 Scalability haven't had issues accessing when needed.
Read full review Return on Investment When driving Customer Care, it was great to be able to add the Autofix tool to the web estate - a quick-win that really drives the accessibility agenda. Building reports off the back of DQM gives senior stakeholders an understanding of the importance of usability and accessibility. The gamification of league tables highlights to stakeholders the areas that need focus and budget in order to improve. 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 Crownpeak Digital Accessibility and Quality Screenshots