Medallia
Medallia is a customer experience management software that helps companies collect feedback from customers, analyze it, and take action to improve products, services, and operations. It provides surveys, social media monitoring, text analytics, and integration with operational da
surveys
social-media-monitoring
text-analytics
customer-feedback
Medallia: Customer Experience Management Software
Medallia helps companies collect feedback from customers, analyze it, and improve products & services through surveys, social media monitoring, text analytics & operational data integration.
What is Medallia?
Medallia is a robust customer experience management platform designed to help companies understand and optimize the experiences they deliver to customers across service, sales, marketing, and other channels.
As a SaaS platform, Medallia offers the following key features for customer feedback and analytics:
- Automated collection of feedback from various sources including surveys, call center interactions, online reviews, complaints and more.
- Advanced analytics, reporting, segmentation and text analytics provide data-driven insights and trends.
- Integration with sales, service, ecommerce, CRM and other operational systems enables closing the loop by taking action based on feedback.
- Omnichannel delivery capability allows businesses to collect information across web, mobile, social, call center and other channels.
- Role-based dashboards show metrics and areas for improvement specific to different functions like service, sales and marketing.
- Open API architecture supports integration and development of custom modules on the platform.
Key benefits of Medallia include improved customer retention and loyalty, enhanced employee satisfaction and productivity, increased revenue through continuous process optimization, insight for strategic decision-making, and creation of a customer-centric culture focused on great experiences.
Medallia Features
Features
- Surveys - Create and send surveys via email, SMS, web links to collect customer feedback
- Text Analytics - Analyze open-ended survey responses and social media posts using NLP and sentiment analysis
- Social Media Monitoring - Track mentions and analyze social media conversations
- Dashboards - Visualize feedback data and insights with customizable dashboards
- Alerts - Get notified when feedback matches specified criteria
- Integration - Integrate with CRM, support, and operational data sources
- Reporting - Generate standard and custom reports from feedback data
Pricing
- Subscription-Based
Pros
Powerful analytics and dashboards
Flexible data collection methods
Integration with other systems
Industry-specific solutions
Scales to large deployments
Cons
Complex pricing tiers
Steep learning curve
Additional costs for advanced features
Time-consuming implementation
Official Links
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