Medallia Experience Cloud

The pioneer and market leader in Experience Management

About Medallia Experience Cloud

Medallia Experience Cloud, an award-winning SaaS platform, leads the market in helping organizations understand, manage and improve the experiences of their customers, employees, and citizens. Medallia is equipped with the most comprehensive capabilities for capturing feedback and experience signals wherever customers are interacting, including: email, social, digital web and in-app, conversational messaging and connected devices. And, when combined with operational and transactional data fed into Medallia, organizations can understand every touchpoint along every customer journey. Medallia Athena brings AI and Machine Learning to the platform, detecting patterns, uncovering issues and new business opportunities, and predicting behavior, all to focus attention for smarter business decisions. Medallia delivers these insights in real-time, across the organization, so that the voice of the customer can be embedded in daily decisions made by everyone, from the frontline to the C-suite. Using Medallia Experience Cloud, organizations can make demonstrable improvements to the customer experience and employee experience, reducing churn, turning detractors into promoters and buyers, and creating in-the-moment cross-sell and up-sell opportunities. All of which help companies deliver clear and potent returns on investment.

Learn what Medallia can do for your organization by requesting a demo at https://www.medallia.com/contact-us/

Devices

Business size

S M L

Markets

Australia, Canada, Germany, United Kingdom, India and 3 others, Japan, Mexico, United States

Supported Languages

English

Features

Total features of Medallia Experience Cloud: 55

  • 360 Degree Feedback
  • Action Management
  • Anonymous Feedback
  • Benchmarking
  • CRM
  • Call Reporting
  • Case Management
  • Collaboration Tools
  • Complaint Monitoring
  • Customer Complaint Tracking
  • Customer Profiles
  • Customer Segmentation
  • Customer Surveys
  • Customizable Templates
  • Dashboard
  • Data Analysis Tools
  • Data Import/Export
  • Data Visualization
  • Email Marketing
  • Employee Recognition Software
  • Engagement Analytics
  • Feedback Management
  • Goal Management
  • Goal Setting / Tracking
  • Issue Tracking
  • Mobile Survey
  • Multi-Channel Data Collection
  • Multi-Channel Distribution
  • Multi-Language
  • Negative Feedback Management
  • Offline Response Collection
  • Predictive Analytics
  • Prioritization
  • Progress Tracking
  • Pulse Surveys
  • Question Branching
  • Question Library
  • Question Piping
  • Randomization
  • Reporting/Analytics
  • Response Quotas
  • Response Validation
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Site Intercept Survey
  • Skip Logic
  • Social Media Monitoring
  • Support Audio/Images/Video
  • Survey Builder
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Text Analysis
  • URL Customization

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Reviews

Overall rating

4,5 /5
(24)
Value for Money
4,2/5
Features
4,4/5
Ease of Use
4,4/5
Customer Support
4,5/5

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Showing 5 reviews of 24
Bojan G.
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The best way to measure and record your customer satisfaction

Reviewed on 2018/12/18

Pros

If you are a customer facing organization such as a hotel and struggle to deal with customer feedback, it's time to digitalise. Medallia is a great software for hotels, I've used it in 2 hotels and never had issue. Customer feedback was easily collected from customers through customizable surveys and the data ranked. It is important to train your front line to collect customers emails in order to get a higher respose rate and improve your NPS. Works with most of the CRM's.

Cons

No issue. Many reporting capabilities. I was very happy with the product.

Verified Reviewer
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Excellent from introduction to implementation. It was first rate.

Reviewed on 2018/04/09

Improved performance from front line agents as well as leadership who really have embraced the new...

Improved performance from front line agents as well as leadership who really have embraced the new tools.

Pros

Flexibility, ease of use and ability to train users quickly for use right out of the box. This application provides a way for Call Centers to become true Contact Centers. As a high quality Customer Experience steps to the forefront of business demands and requirements, this software tool gives me as a consultant a way to help clients boost their efficiency, overall Customer Satisfaction and, employee satisfaction. The better the customer experience is the better employees enjoy their job and they love when tools give them added tools that give them the ability to surprise customers.

Cons

Cost is always a concern. There is a steep learning curve to consider your team fully utilizing all of the features that this product delivers. You have to commit to it and make learning and using the system a priority. It provides a great deal of data output that can be useful if leadership is given the flexibility and time to review and use the data to improve performance.

Verified Reviewer
Overall rating
  • Industry: Telecommunications
  • Company size: 1 001-5 000 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 2.0 /10

High Total Cost of Ownership

Reviewed on 2019/02/21

Pros

It just works once extensive setup is in place.

Cons

Very expensive to run. Medallia's model is based on maximising Medallia consultancy - even for simple things like adding new touchpoints, help requests, simple customisations. I prefer cloud based services that gives much more control to the customer.

Patricia P.
Overall rating
  • Industry: Financial Services
  • Company size: 5 001-10 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Service agent reviews

Reviewed on 2019/04/12

Pros

I am able to sort survey responses according to user and identify areas of excellence & improvement opportunities. I like the function to respond with a customized thank you email.

Cons

Thumbs up functionality - if a user responds to a text with a "stop" message it automatically registers as a thumbs down, which is not always representative of their experience.

Celexsy A.
Overall rating
  • Industry: Retail
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Robust reporting to keep a pulse on what the customer thinks.

Reviewed on 2018/04/11

Pros

Real-time data and dashboards from multiple administration views. Filtering to exact data is easy to navigate and information is easy to share.

Cons

There aren't many cons. This software gives pertinent real-time data that helps me drive business decisions. Targets are sometimes hard to reach and those targets must be strategized offline.

Showing 5 reviews of 24 Read all reviews

Medallia Experience Cloud FAQs

Below are some frequently asked questions for Medallia Experience Cloud.

Medallia Experience Cloud offers the following pricing plans:

  • Starting from:
  • Free Trial: Not Available

Contact Medallia for pricing details.

We do not have any information about Medallia Experience Cloud features

Medallia Experience Cloud has the following typical customers:

51-200, 201-500, 501-1 000, 1 001+

Medallia Experience Cloud supports the following languages:

English

Medallia Experience Cloud supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Medallia Experience Cloud integrates with the following applications:

Marketo Engage, Salesforce Sales Cloud, Slack, Workplace by Facebook

Medallia Experience Cloud offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, 24/7 (Live rep), Chat

Related categories

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