"Medallia is the #1 customer experience managment platform for B-to-B! And you can easily integrate with your CRM."
- Integration with Salesforce: Medallia can be fully integrated with Salesforce or other CRM systems with all the data in both places and Account Managers/Sales, CSM's, Support, Onboarding, executives, etc., never have to leave SF and they have a Dashboard in SF tailored to their role. All data is available in real-time.
- Closed loop: Great closed-loop where alerts are sent out to the right person in real time if there is a detractor or dissatisfied customer. This means you can contact the customer within 24 hours, which wows your customers and makes it easy to move to customers from a Detractor to a Promoter.
- Actionable insights: Medallia has amazing dashboards, that give you the data you need along with text analytics to make changes based on your customer needs, pain points and trends. It gives you all the tools you need to take the right actions to improve you customer experience and the bottom-line.
- Nothing at this time. When I first started I had features I needed but they are now all implemented. This is a very customer focused company.
- Easy to use. Clean and organized UI.
- Ready to use statistics and graphs
- Closed loop communication
- Helps us understand what our customers are experiencing
- Unable to export personal information into Excel causing a lot of manual work
- Difficult to integrate with other systems due to the need for unique account identifiers
- Missing some functionality. Need more pre-defined template responses. Would be nice to copy email addresses from the response tab without it opening up the response. Need different views of some reports
- Search bars are finicky sometimes. Example- It's difficult to find users in the response subscribe section
- Great interface, easy to use on account and user level. We are able to modify account access for different team members. The interface is easy to use. Analytics tool provides great insight.
- Integrates with most popular tools easily. They have great ongoing tech support.
- Integration process is not complicated. The web feedback tool is very flexible, which is important for businesses to reach various consumer segments.
- Integrating with more tools.
- Automating reports, to deliver them without having to run them manually.
- Adding functionality to manually edit web tool designs.
- Sorting features of reports
- Collecting guest surveys
- Sentiment reports
- Tool is cumbersome for minimal users
- Printing and saving reports takes up lots of space (one review per page)
- Not all online reviews import easily
- Logging feedback cases, allows multiple team members to open and close cases based on their actions to resolve the actionable feedback.
- Notifications - cross-team use of this tool is very useful.
- Access - mobile access, web access and very easy to use across both interfaces.
- More detailed emails when comments are added to cases that you're following.
This would not be suitable for an organization without brick and mortar locations, I wouldn't think.
- Medallia has an excellent system for generating surveys and exporting them to customers, then importing the data received from completed surveys back into the system. The streamlined process is simple and efficient.
- I'm a big fan of the reports visible to employees in Medallia. You can manage who sees what data and what reports and it's visually stimulating at the same time.
- The process of creating a survey from scratch is easy and quick. There isn't a lot of management needed in order to get your survey looking great and up and running.
- The overall backend layout to administrators of Medallia could still use some work. It takes some getting used and can be pretty clunky.
- Some configuration work can be more complicated than necessary and cause problems that are difficult to solve.
- The way the system creates a role hierarchy of users is also complicated and seems like it could be easier to manage if presented in a different way.
Medallia Scorecard Summary
Medallia Experience Cloud™ is a software-as-a-service (SaaS) platform that aims to help brands win through customer experience. The platform captures feedback everywhere your customers are, understands it in real-time, and delivers insights and action across your organization. This empowers organizations and their employees to embed the pulse of the customer into their daily decisions. Medallia Experience Cloud promises to enable companies to create more loyal customers, grow faster, reduce costs and improve corporate culture. It is used by more than 1,000 companies.
According to the Forrester Consulting Total Economic Impact™ Study commissioned by Medallia, organizations using the Medallia customer experience management platform can achieve $35.6M in value and an ROI of 591% over 3 years with payback in less than 6 months.
Learn what Medallia can do for your organization by requesting a demo at https://www.medallia.com/contact-us/
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