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Medallia, a customer experience management platform, offers a range of use cases that have garnered positive feedback from users. …
Overview
What is Medallia?
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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What is Medallia?
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.
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Medallia's Senior Housing News Demo Day Submission - Senior Living
YouTube
Medallia x McLaren Sizzle Demo - Cool, Engaging, Sincere | Bailey Brown Voiceover
YouTube
Medallia for Salesforce Integration App Demo Video exported - Localized for Japan
YouTube
Medallia - Admin Suite - SaaS Platform Demo Explainer Video
YouTube
Medallia - Total Experience Profiles | SaaS Platform Demo Explainer Video
YouTube
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Medallia?
Medallia, a provider of experience management and engagement, aims to help users from the frontline to the C-Suite become customer-aware with actionable insights that keep customers coming back, spending more, and evangelizing the organization. The cloud-based platform captures solicited and unsolicited feedback data and serves up insights to help guide employees' daily decision-making.
Medallia Features
Customer experience management Features
- Supported: Product usage analytics
- Supported: Customer experience profiles
- Supported: Customer experience dashboard
- Supported: Customer journey mapping
- Supported: Churn risk scoring
- Supported: AI-powered recommendations
Additional Features
- Supported: Engagement and Feedback Management
- Supported: Real-time Analytics and Personalized Reporting
- Supported: Action Management
- Supported: Text Analytics
- Supported: Social Review and Reputation Management
- Supported: Artificial Intelligence and Predictive Analytics
- Supported: Real-time and Bulk Integrations
- Supported: End-to-end Data Protection
- Supported: Self-Service Administration
Medallia Screenshots
Medallia Integrations
- Contentsquare, now with ClickTale
- Fullstory
- Jira Software
- Adobe Analytics
- Pinpoint (Product Planning Tool), discontinued
- Quantum Metric
- Slack
- ServiceNow Customer Service Management
- Twilio
- Zendesk Suite
- Closed Loop Service Experience for Salesforce
- Decibel
- Engage Hub Connector
- EX Surveys via SSO
- TripAdvisors
- Tableau
Medallia Competitors
Medallia Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
Frequently Asked Questions
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.
Qualtrics XM for Strategy and Research, InMoment XI Platform, and Clarabridge (discontinued) are common alternatives for Medallia.
The most common users of Medallia are from Enterprises (1,001+ employees).
Comparisons
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Reviews and Ratings
(38)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
Medallia, a customer experience management platform, offers a range of use cases that have garnered positive feedback from users. Organizations across various industries utilize Medallia to track surveys and gather customer feedback, enabling them to improve their services and address issues raised by their customers. For instance, sales and support teams rely on Medallia to assess customer satisfaction and identify areas for improvement from the customer's perspective. Additionally, the platform is used by hotels for brand reputation management, capturing internal surveys and tracking online review responses. Medallia's comprehensive reporting features are frequently praised for their ability to analyze customer feedback and drive data-driven decision-making. It also serves as a valuable tool for identifying upsell opportunities, mitigating churn, and building long-term customer loyalty. With its user-friendly interface and robust features, Medallia has become a top choice for organizations seeking an action-oriented survey platform to ensure their customers' voices are heard and concerns are addressed effectively.
Easy-to-use interface: Multiple reviewers have praised Medallia for its easy-to-use and navigate user interface, noting that it has a clean and organized layout. Users have found the software intuitive, allowing for quick and efficient task management.
Seamless integration with Salesforce: Several users have highlighted the seamless integration between Medallia and Salesforce. This integration has been highly beneficial for various teams within organizations, such as Account Managers, Sales teams, Customer Success Managers, Support, Onboarding executives, and others. The real-time data availability and tailored dashboard within Salesforce have been particularly appreciated by reviewers.
Actionable insights from dashboards: Reviewers have commended Medallia's dashboards for providing valuable actionable insights and data analytics. These dashboards enable businesses to identify customer pain points, needs, and trends effectively. Additionally, the graphical representations of data make it easy to consume insights at all levels of the organization.
Location of alerts: Some users have mentioned that the location of alerts in Medallia could be improved. They have found that reassigning case alerts still triggers overdue alerts from the old owner, causing confusion and inefficiency.
Rating scale skewed towards unhappy clients: Several reviewers have pointed out that the rating scale in Medallia is skewed towards unhappy clients. This is because the majority of completed surveys come from dissatisfied customers, leading to a biased representation of customer sentiment.
Difficulties with software navigation: A number of users have expressed difficulties with navigating through Medallia. They find filters and navigations confusing, especially for new users. Some reviewers also mention that accessing the software on phones is difficult and they find the tool cumbersome for minimal users.
Attribute Ratings
Reviews
(1-9 of 9)Companies can't remove reviews or game the system. Here's why
October 05, 2021
Medallia Review
Score 10 out of 10
Vetted Review
Verified User
Medallia is being used to manage our customers' feedback. Relationship surveys are being sent to our customers so they can share their experience as customers. They can rate their experience and provide detailed feedback on how their sales representatives were able to assist them. With Medallia, our customers are able to voice out how RingCentral employees can help improve their services. As a manager, this product has helped guide and coach my account executives on how they can improve and do better to serve our current customers. Medallia has helped us mitigate churns and create upsell opportunities by identifying which customers we should be targeting when they make their calls. Medallia has helped build our account executives' and customers' relationships. It's a great tool to use in every organization if customer relationships and feedbacks are important for the company. Medallia is so easy to use and has everything we need to make sure customers' voices are heard, and their concerns are taken care of by the right people and team. All the templates uploaded in Medallia are also useful, and my team has found Medallia pretty easy to navigate. Our customers also utilize Medallia and so far have found this helpful for them.
- Surveys
- Templates
- Navigations
- Replies
- Filters
- Navigations for newbies
- Re-assignment of alerts
September 30, 2021
Get to Know Medallia!
Medallia is being used by the whole organization. It allows us to track surveys from our customers, be it for detractors or promoters. This helps us check and understand the customers' experience with the service in the form of data. The data is used to analyze and perform necessary actions to improve and elevate their experience.
- Comments of our customers
- Likelihood to recommend
- Scores of different aspects/criteria
- [It would be nice to improve the] location of all the alerts.
- Reassigning the case/alerts owner still triggers overdue alerts from the old owner.
- [I would appreciate if it] provided in-depth data descriptions.
- [I would like to] have an option to directly send an email to the Cx within the case.
September 10, 2021
Hear customers' thoughts, build stronger relationships, easy referrals with Medallia
We use Medallia to see all of our customers' feedback and set a touch-base strategy after feedback has been posted. We can also set filters to see tasks that are still open, in progress, and closed. Our sales and support team uses Medallia to find out how the service is working out for our clients. Medallia helps us to see opportunities that we need to work on through our customers' point of view.
- Managing task with ease. We can set filters and see task statuses.
- User-friendly interface.
- Email notification for tasks that are overdue. It's always nice to have something to remind us.
September 09, 2021
Customer feedback is a gift
Medallia is being used by the entire organization as we value customer feedback. May it be a promoter or a detractor, we immediately take action and reach out to those customers in a timely manner. It addresses certain issues, and the most common ones are related to technical concerns, pricing, or their rep isn't responsive. Our customers would feel that they're being heard, and they appreciate it whenever we reach out to them, knowing that we're doing something about it. For the promoters, we would want to continue a good business relationship with them and reward them whenever they would refer prospects to us by sharing their experience with us.
- Dashboard
- Alert triggers via email
- Filtering alerts
- SLAs
- Notes/Add note section with time stamps
- Latest responses section below the alert
- CRM Integration e.g. adding notes will automatically be pushed to Salesforce
- Team view report: For some reason, reps that aren't part of the team gets filtered
- Dashboard sometimes is faulty
September 24, 2020
Medallia - High Marks on for this Survey Tool!
Everyone in our retail company uses Medallia to solicit and react to customer feedback. From receipt surveys to website feedback we use the entire Medallia Suite to give our customers a voice inside of our company. We are a customer-centric company and having direct feedback from our customers is invaluable. Without Medallia we would not be able to measure the impact we are making in the market or determine what our next steps should be.
- Easy to use interface.
- Robust reporting.
- Graphical representation of data making it easy to consume at all levels.
- Unlimited options for how you want to compare data.
- Large toolbox of solutions available to compliment the main platform.
- Requires technical knowledge to make changes.
- You may need to partner with a 3rd party to manage the solution.
- Add on applications can be pricey.
November 21, 2019
Should You Consider Medallia
Score 2 out of 10
Vetted Review
Verified User
We use it across three business segments for both transactional and annual relationship surveys.
- Medallia is a comparable platform in the industry.
- Medallia dashboards are easy to read.
- 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.
May 25, 2018
Medallia tool review
We use Medallia as a customer feedback tool on social media, and at the hotel and website level. It's used by the marketing and sales departments. It addresses user feedback, customer satisfaction issues, and helps us create customer profiles.
- 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.
We are a Social Media agency, and we use Medallia for one of our clients in the retail industry - whose brand owns 120+ retail locations. Only the team that works on this specific client's project uses Medallia. This tool allows feedback shared across the client's social media channels to be shared with the managers of the retail locations seamlessly.
- 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.
August 17, 2017
Goliath Review Platform
We manage a group of hotels, many of whom use Medallia as part of their brand reputation management programs. It is used to capture and track internal surveys as well as online review responses. The teams also use the platform for collaborating on open tickets about guest comments. I use it often for the reporting features.
- 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