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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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Pricing
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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).
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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
(1-1 of 1)Companies can't remove reviews or game the system. Here's why
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.
100%
10.0
- [It] helps improve the customer experience.
- Medallia can be use to provide better service with customers.
- [It also helps us] to know which area we need to focus [our efforts].
3000
We work with our customers to reimagine the world of business communications and collaboration. This relentless passion to innovate has made us the #1 cloud communications provider worldwide, and we don't plan on stopping there. Technology breaks down barriers and unlocks potential, making it easy for people to do their best work together. In today's mobile world, this means giving teams, partners, and customers the ability to communicate, collaborate, and connect the way they want on any device, anywhere, anytime. It's what we call collaborative communications, and it's at the heart of everything we do. With our flexible, cost-effective cloud communications and collaboration solutions, we've created the ideal workplace where business can be done more efficiently and effectively. From an all-in-one cloud phone system with team messaging and video conferencing to a complete contact center and more, we build solutions for every business, no matter how big or small.
Not Sure
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
[The single most important factor for our organization was the] product's features. Medallia is one of the best products I've ever used. When choosing a product, it is always imperative to prioritize product features. With Medallia, all of the features they are offering are a vital part of our day-to-day transactions with our customers. The fact that Medallia provides us the exact data on how to improve and elevate customer or user experience is very commendable.
If I have to do it again, I will still prioritize the product's features, but I will also focus on the product usability on the other hand. These two factors work together hand-in-hand, and these are the most important factors in choosing a product for a company. It is always best to have a great set of features, but giving us a user-friendly platform is definitely a great experience.
We are also using Salesforce.com for our customers/clients' records, usage, cases, and such. Like Medallia, we are using Salesforce.com to understand the different account usage based on the services we provide. With the data provided by Salesforce.com, we would understand where we are lacking, which parts we are strong in, and which part of the service needs improvement. All in all, both products are very helpful and, [conveniently,] both are integrated into one another.