What users are saying about
Top Rated
33 Ratings
This review does not include a rating.
Top Rated
33 Ratings
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Score 9 out of 100
This review does not include a rating.

Attribute Ratings

    Likelihood to Recommend

    9.2

    Medallia

    92%
    21 Ratings

    Verint Experience Management

    N/A
    0 Ratings

    Usability

    9.1

    Medallia

    91%
    2 Ratings

    Verint Experience Management

    N/A
    0 Ratings

    Support Rating

    7.3

    Medallia

    73%
    2 Ratings

    Verint Experience Management

    N/A
    0 Ratings

    Likelihood to Recommend

    Medallia

    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.
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    Verint

    No answers on this topic

    Pros

    Medallia

    • 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.
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    Verint

    No answers on this topic

    Cons

    Medallia

    • 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.
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    Verint

    No answers on this topic

    Pricing Details

    Medallia

    Starting Price

    Editions & Modules

    Medallia editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      Optional

      Additional Details

      Pricing Info

      Verint Experience Management

      Starting Price

      Editions & Modules

      Verint Experience Management editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Usability

        Medallia

        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.
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        Verint

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        Support Rating

        Medallia

        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
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        Verint

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        Alternatives Considered

        Medallia

        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.
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        Verint

        No answers on this topic

        Return on Investment

        Medallia

        • 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.
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        Verint

        No answers on this topic

        Screenshots

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