Customer feedback is a gift
September 09, 2021

Customer feedback is a gift

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Medallia

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.

Pros

  • Dashboard
  • Alert triggers via email
  • Filtering alerts
  • SLAs
  • Notes/Add note section with time stamps
  • Latest responses section below the alert

Cons

  • 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
  • Being proactive rather than being reactive.
  • Restoring business relationships.
  • Protecting MRR.

Do you think Medallia delivers good value for the price?

Not sure

Are you happy with Medallia's feature set?

Yes

Did Medallia live up to sales and marketing promises?

Yes

Did implementation of Medallia go as expected?

I wasn't involved with the implementation phase

Would you buy Medallia again?

Yes

I would tell my colleagues that Medallia is a great tool to track, update, and address the feedback of our customers (promoters and detractors). Most companies value customer feedback, and this is an opportunity to provide more value to our promoters and to re-establish good business relationships with the detractors. It's doing a good job in terms of tracking and triggering these alerts so you won't miss them.

Medallia Feature Ratings

Customer experience management
10.0
Customer experience dashboard
10
Customer journey mapping
10
Churn risk scoring
10

Using Medallia

The Okta Identity Cloud, NICE CXone (formerly NICE inContact), Salesforce Lightning Platform (formerly Salesforce App Cloud)

Evaluating Medallia and Competitors

I've only used Medallia and it's been a great experience for me to track our promoters and detractors.

Comments

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