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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
(1-21 of 21)Companies can't remove reviews or game the system. Here's why
December 03, 2021
Medallia offers informative interaction with members but may not be a clear depiction of business ratings
- Gives clients an easy way to communicate their likes and dislikes of the business.
- Informs management immediately of the information.
- Gives users the ability to.
- Allows clients to quickly and easily rate your business.
- The rating scale is a bit skewed based on the fact that most of the clients completing surveys are those that are unhappy.
October 05, 2021
Medallia Review
Score 10 out of 10
Vetted Review
Verified User
- Surveys
- Templates
- Navigations
- Replies
- Filters
- Navigations for newbies
- Re-assignment of alerts
September 30, 2021
Get to Know Medallia!
- 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 14, 2021
We hear you.
- Real time feedback
- Concise tagging
- Integrated with Salesforce
- Filters to shorten then navigations
September 10, 2021
Hear customers' thoughts, build stronger relationships, easy referrals with Medallia
- 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
Account manager for survey feedback
- 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.
- It will be helpful if there are more email templates available to send to customers.
- Allow users to send another survey form once the existing case has been resolved.
September 09, 2021
What's In IT?
- Survey
- Customer experience management
- Build relationships among customers and business owners
- Consolidation of cases
September 09, 2021
Customer feedback is a gift
- 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 09, 2021
Review for Medallia
- Can see the survey right away.
- Comments for each survey can be seen right away.
- Can document what transpires after the survey.
- We can see the view right away when it comes to surveys.
September 09, 2021
Does Medallia deserve a medal?
- Dashboard
- Documentation
- Detailed report
- Guide and FAQs
- Reports that can be downloaded
- Access in phones
September 01, 2021
Get feedback at the tip of your fingers
- Saved filters
- Dashboard
- Filtered view
- Notifications
- Email
- Some filters
September 01, 2021
EASE OF USE
- Comments
- How happy they are in a scale
- How likely they are to recommend us in a scale
- Notification to touch base with this customer
- If you can have an option to let customers review through voice so that we can get details on verbatim
September 24, 2020
Medallia - High Marks on for this Survey Tool!
- 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
- 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.
July 01, 2019
Ensure Guest Satisfaction
- It allows us to respond directly to some reviews and ratings.
- It allows us to track issues and find reoccurring ones.
- It allows us to compare ourselves to other SpringHill Suites.
- Not all reviews can be responded to through Medallia.
- The app still lacks some major functionality.
August 21, 2018
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.
July 26, 2018
Great insights
- 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
May 25, 2018
Medallia tool review
- 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.
- 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
- 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
Score 9 out of 10
Vetted Review
Verified User
- 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.