Get to Know Medallia!
September 30, 2021
Get to Know Medallia!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with 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.
Pros
- Comments of our customers
- Likelihood to recommend
- Scores of different aspects/criteria
Cons
- [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.
- [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].
Do you think Medallia delivers good value for the price?
Yes
Are you happy with Medallia's feature set?
Yes
Did Medallia live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Medallia go as expected?
I wasn't involved with the implementation phase
Would you buy Medallia again?
Yes
Medallia Feature Ratings
Using Medallia
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.
Evaluating Medallia and Competitors
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.
Comments
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