Item: Medallia Video
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We use Medallia to obtain customer feedback with our customer-facing support teams. It is built into our CRM and allows auto-generated reports to be sent to contacts. We have set rules for when to send it so we can target new or specific returning customers. This is used to generate team stats and insights into our customer experience.

Pros and Cons

Automation
Dashboard
Customization

Implementation
Email delivery (spam risk).
Sharing access.

Most Important Features

Reporting
Consistency
Dashboard

Return on Investment

Understanding customer needs.
Customer feedback for development ideas.
Improved quality scores.

Key Insights

Do you think Medallia Video delivers good value for the price?

Not sure

Are you happy with Medallia Video's feature set?

Yes

Did Medallia Video live up to sales and marketing promises?

Yes

Did implementation of Medallia Video go as expected?

Yes

Would you buy Medallia Video again?

Yes

Other Software Used

Salesforce CMS, NICE Desktop Analytics

Likelihood to Recommend

This is well suited when you need to gather customer feedback and understand the voice of the customer in the interactions. It creates an auto generated method that can be easily managed and maintained once set up and running. This may be hard when you want to change your approach often and target very specific small groups for custom things.

Medallia - Voice of the customer captured!

Overall Satisfaction with Medallia LivingLens