Name: Medallia Video
Rating: 8 (2 reviews)
Author: Medallia

Customer Success Management Training

Help Desk

Web and Video Conferencing

Customer Support

Continuous Integration

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Enhanced 911 (E911)

Enterprise

Accounting

Crypto Asset Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

Employee Onboarding

Employee Performance Management

HR Management

Payroll

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Change and Configuration Management

Cloud Storage

Converged Infrastructure

Cybersecurity Consulting

Fraud Detection

Hyper-Converged Infrastructure

IT Asset Disposal

In-Memory Databases

Integration Platform as a Service (iPaaS)

Network Monitoring

Network Performance Monitoring

Release Management

Software Composition Analysis (SCA)

Solid State Drives

Threat Intelligence

Value-Added Resellers (VARs)

Virtualization Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Content Management

Content Marketing

Creative Collaboration

Creative Management

Customer Reference Management

Email Marketing

Heatmap and Session Recording

Marketing Automation

Marketing Resource Management

Mobile Marketing

Retail Media Advertising

SMS Marketing

Social Media Management

Survey & Forms Building

Video Streaming

Web Analytics

Marketing

Field Service Management

Project Management

Professional Services

Customer Relationship Management (CRM)

Point of Sale

Sales

Cloud Infrastructure Entitlement Management

Security

Aviation

Commercial Drone

Equation Editors

Financial Services CRM

Home Health Care

Oil and Gas

Practice Management

Revenue Cycle Management (RCM)

Vertical-Specific

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Medallia Video (or LivingLens, which was acquired by Medallia February 2020), is designed to help organizations capture and extract rich data from video feedback content at scale, to tell stories that inspire action and change.

Startup

Company

Premium

Silver

Gold

Free

Bronze

Jotform

Medallia Video

Enterprise Feedback Management

Likelihood to Recommend

Medallia is a leading customer experience management (CEM) SaaS company. Founded in 2001, the company is trusted by some of the world’s top brands -- including Verizon, Macy’s, Sephora, Honeywell, Wells Fargo, Sony, Four Seasons, Sodexo, and Best Western -- to create experiences that customers love. Medallia enables companies to capture customer feedback across a multitude of channels and touchpoints (such as online, social media, mobile, and contact centers), understand it in real-time, and drive action everywhere — from the C-suite to the frontline.

Medallia is a Sequoia-backed company with 98% customer retention and referencabilty. Our leading SaaS Customer Experience Management offering enables our customers to achieve measurable business value as measured by increased customer loyalty, retention, and revenue.

Medallia considers itself a technology company at heart, with employees who like to create new things, and it will continue to strengthen its technology core to bring new data collection, analytics, collaboration, mobile, social, and visualization capabilities into its solution. Medallia is expanding and is looking for employees with a hunger to learn, a curiosity to understand, and the skills to develop products and deliver services that will delight our customers.

Medallia

Salesforce Sales Cloud

NICE Desktop Analytics, on CXOne

Salesforce CMS

Medallia LivingLens 2022-06-09 11:42:13

Adobe Workfront

Infor POS

Kantar Media

Medallia LivingLens 2022-05-05 12:12:41

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

End users

Graphical interface

Bit challenging

Email delivery

Real time

User experiences

Informed decisions

Make informed decisions

Built templates

Potential clients

Pre built templates

Order to provide

Data provided

Easy configuration

Home

Enterprise Feedback Management Software

We use Medallia to obtain customer feedback with our customer-facing support teams. It is built into our CRM and allows auto-generated reports to be sent to contacts. We have set rules for when to send it so we can target new or specific returning customers. This is used to generate team stats and insights into our customer experience.

Implementation
Email delivery (spam risk).
Sharing access.

Understanding customer needs.
Customer feedback for development ideas.
Improved quality scores.

Uncover patterns and trends, analyze journeys and predict customer behavior. Before Medallia LivingLens, we did not have any system that captured this info in real-time. We were missing out on critical insights for current and future customers, which included a loss in revenue.

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

The overall thematics of the platform can be changed to be a little better, but other than that, the platform is clean and friendly
They only provide direct services to businesses they should also focus on end users as well.

You can see the respondents and make conclusions based on their emotions and body language.
Captures systemic root cause issues across different channels, so I can identify and prioritize where to focus customer experience improvements

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.

Adobe Workfront, Infor POS (formerly Vivonet), Kantar Advertising and Paid Search Intelligence

Medallia Video
Formerly LivingLens

Overview

What is Medallia Video?