eGain vs. Medallia Video

Search function Global Synonyms Guided Helps. Documentation does a great job of describing features but lacks the big picture of how things relate to one another. Strong consulting partnership and customer focus. There are areas where they need to improve - Improve compliance & risk management plus Improve customer relations/service.

Incentivized

This is well suited when you need to gather customer feedback and understand the voice of the customer in the interactions. It creates an auto generated method that can be easily managed and maintained once set up and running. This may be hard when you want to change your approach often and target very specific small groups for custom things.

Incentivized

• Multiple options to choose channel of your convenience
• The product capabilities are very good. Easy for integration and deployment
• Strong consulting partnership

Incentivized

• Capture voice of the customer
• Predicts behavior and identifies opportunities for improvement
• Pre-built templates I can personalize with the customer comments and case data provided

Incentivized

• Service and support needs to be done better.
• Compliance and risk management needs to be improved

Incentivized

• Implementation
• Email delivery (spam risk).
• Sharing access.

Incentivized

While searching for a Customer Experience software, eGain came first in the search and we were pretty satisfied with the product features it has. We liked the support and customer service which made sure all our queries were answered in a very short turnaround time.

Incentivized

• eGain helped in improvising our customer engagements
• Customer retention was made possible as the tool helps us analyse the painpoints of the customer
• Social Media Marketing helped to gain a lot of customers with minimal cost incurred.

Incentivized

• It's pricey, but so is losing a customer
• The AI feature could be a little more robust
• Training on its features would be a HUGE benefit.

Incentivized