Medallia is an enterprise customer feedback solution that allows companies to collect customer feedback across multiple channels and touchpoints, and analyze, understand and react to it in real time.
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ProProfs Knowledge Base
Score 10.0 out of 10
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ProProfs Knowledge Base is a help authoring tool for creating help documents or web pages, online FAQs, or other knowledge bases.
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.
ProProfs Knowledge Base is ideal for businesses that want to improve their customer support process, make agents more knowledgeable and productive, induct new employees, or manage their internal business knowledge. We used it mainly for our customer support function, and we are satisfied with the performance. The best part is it scales as a team or business grows. When we started using this tool, we had a support team of 10 members, and now it has expanded to 25. But the knowledge base is still working as efficiently as before. It has the capability to accommodate a large amount of data with ease.
It helps in creating an internal knowledge base that employees from different teams can access to find and share information.
Creating a customer support knowledge base is quite simple with this software. The customization and branding options it has have helped in giving the knowledge base a professional and appealing look.
Its conditional content feature allows setting specific conditions that control content visibility. This helps in restricting or allowing access to a page.
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.
The product is good as it is. We don’t feel that any significant changes are needed. But, yes, we would definitely love to see a more advanced version of the product soon.
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.
Using this tool is a no-brainer, as we said before. Its features are simple yet powerful. Besides, the product’s self-help documentation is also great. It has got some great videos on specific features and use cases. Those were of real help in the initial few days.
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
Whenever we had any issues while using the product or understanding a feature, its support team was always available. They helped us get familiar with the product and make the most of it in the initial few days itself. Its support team was literally a phone call or a message away. Very supportive and available 24x7.
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.
We found ProProfs Knowledge Base more user-friendly and well-designed than the other similar tools we tried in the past. It also offers better integrations with software like Google Analytics, Zendesk, Google Translate, Freshdesk, Wufoo, and many others. That’s what gave this tool an edge over others. We can integrate it with any tool we want and expand its capabilities to gain better results.
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.
