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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Workhuman
Score 7.9 out of 10
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Workhuman Cloud is a SaaS platform solution designed to fuel company culture through recognition, engagement, performance, work-life harmony, inclusion, and belonging, boasting more than six million users in 30+ languages, in 180 countries, generating 100 million instances of human connection. Combined with business insights from Workhuman IQ, the platform provides leaders with proactive insight and tools used to understand issues as they develop and to help make the right decisions to align…
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.
Besides rewards management, Workhuman is also useful in managing employee relations. Managers have a written log of thankyou notes, which can be presented as evidence in cases of grievances. The tool has a good list of vendors for employees to choose a variety of gift cards. It is easy to run reports. The interface is not very user friendly and employees need to refer to their training notes to navigate through the system
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.
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.
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
The company has an in-house customer support team. They can be reached by email or phone. The response time is good and I do not have anything negative to say about them. The good thing is that the hours of operation are 24/7 so one can reach them anytime with questions about reward management.
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.
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.
Globoforce helped me provide a faster way to send a meaningful thank you note to my colleagues via email as opposed to mailing it and expensing the shipping for each note
