Medallia Customer and Employee Experience Platform Review

In business, every customer is unique. Today, clients demand more personalisation and rapid reactions in every facet of their relationship with a firm. Although navigating this trend can be challenging for a large firm, doing so is essential for the success of the enterprise.

Collecting and analyzing consumer data is one method firms may have a better understanding of what their users desire. For instance, Google gathers thousands of data points from every user, allowing it to successfully customize its services for its billions of users. 

While your company may not deal with the petabytes of data as Meta, Apple, and Google do on a daily basis, Medallia helps you leverage your data to provide better customer experinces and personalization. This post will examine Medallia’s customer and employee experience solutions, features, subscriptions, and policies, as well as how they integrate into a composite that can generate intelligence and corporate growth.

Medallia Overview

Software-as-a-service (SaaS) solution company Medallia Experience Cloud combines employee and customer experience signals to help businesses improve their offerings and spur growth. 

Here’s the story behind the birth of Medallia: Borge Hald and Amy Pressman, Medallia’s co-founders, were dissatified with their experience at a hotel because they often struggled to get a smoke-free room. Having had their fair share of dissapointments, they created Medallia to help businesses bridge the gap between the customers’ expectations and the experience businesses deliver.

Medallia gathers consumer and employee data and processes them using advanced AI technology to produce vital insights. The platform displays these insights in simple dashboard, helping for decision-makers to make informed decisions at a glance.

After 20 years of delivering customer experience solutions, Medialla has grown to be a choice solution provider for numerous companies in various industries, including insurance, automotive, energy, and healthcare.

• Established: 2001
• Founders: Amy Pressman, Borge Hald, Carlos Virella
• Offices: California, United States; London, UK; Buenos Aires, Argentina; Paris, France; Mexico City, Mexico; Prague, Czech Republic; Sydney, Australia; Singapore; Kyobashi, Japan; Ramat Gan, Israel

5 Core Features of Medillia

Expert Opinion

Rating: 4.7/5

Medallia’s comprehensive suite of features allows users to capture feedback and signals from various platforms, including email, social media, website, in-app, and connected devices. All the signal data is fed into Medallia, which combines it with other operational data to provide a complete picture of the customer experience and areas that need improvement.

Medallia has an intuitive and user-friendly interface. With its AI and Machine Learning technology, the platform automatically detects and organizes data, providing real-time business insights and predictions. While the pricing might be high for small businesses, larger companies with higher revenue may find that the simplified insights they stand to gain from the solution are worth the investment.

In addition, the platform allows business reps to respond to reviews across various platforms from one dashboard. While the platform offers comprehensive features, its interface may need a simpler interface to integrate analytics from other platforms. Businesses owners may also find it helpful to get dedicated customer. 

Our experience with the platform highlights Medallia’s strength with providing robust data necessary for decision making. Although we did not experience it, we have heard of rare situations where businesses owners got underwhelming insights or had challenges removing unfair reviews accurate, or insufficient for some specific cases.

Overall, Medallia offers an impressive suite of features. We were also impressed by Medallia’s security suite and extensive features, and its ability to cater to scaling business needs regardless of the breadth and sensitivity of the industries they serve.

Notable Features of Medallia Experience Cloud

Medallia has an impressive suite of features targeted at helping business reps understand and manage customer and employee experiences. Below, we will look at these core features and how they integrate into Medallia’s package.

1. Customer experience and managed data capture

Medallia provides a number of specialized services to assist organizations listen to customer-generated signals across social media, email, the web, and other platforms. With the platform, you can track every phase of the client journey using both operational data and experience. Using tools like surveys and email campaigns, Medallia enables customers to create customized campaigns to manage customer experience data.

In addition to providing insight into the client experience, Medallia enables company representatives to interact with the feedback you get through on the dashboard. Customer service representatives to reply to complaints swiftly using pre-built templates that may be tailored to each situation.

2. Employee experience and HR solutions

Another notable aspect of Medallia’s product is its employee experience management offering. Its services cut across various aspects of the pipeline, including candidate experience, onboarding, employee engagement, diversity and inclusion, and innovation. These features, when harmonized, benefit both the business and its employees.

The employee engagement features capture insightful employee feedback, assuring employees that they are valuable and ensuring the best insights reach management to drive change where needed. It also helps to crowdsource ideas, harnessing diverse experiences and knowledge to generate the best ideas.

3. Digital suite with detailed analytics and dashboards for digital experience management

Medallia’s digital suite empowers teams to harmonize information from various touchpoints to curate the customer experience. This digital suite is an omnichannel portal from which you can monitor customer feedback, whether customers browse your website or use your app. 

With these feedbacks, you can gather valuable insights you can leverage to craft more personalized customer experiences. Features such as session replays and heatmaps can help you identify what went right or wrong in your strategy and reveals areas you can improve upon. With the insight from omnichannel data, businesses using this feature can decrease costs to acquire and retain new customers.

4. Market research strategy, design, and execution

For B2B and B2C businesses, market research is especially beneficial since it provides teams with practical knowledge of how customers behave. You may launch large-scale campaigns to swiftly produce data and get detailed survey feedback with the DIY survey tool. 

Medallia’s simple dashboards also allows corporate decision-makers may examine survey data and learn more about personalize customer interactions. 

Medallia also provides consultation services. These specialists typically conduct qualitative and quantitative research to address the customer’s business. They also provide tips and features customers can customers leverage to maximize their data and the Medallia platform.

5. Create modern contact centers

An established aspect of business-customer interactions is the call center. You can increase client retention by reducing churn with optimized call center interactions. Medallia has tools for creating cutting-edge call centers and improving call performance.

To better understand the customer’s digital experience, Medalla uses a signal capture technology to generate and analyzes transcripts, chat logs, and agent case notes for every interraction. The platform further provides AI-powered analytics that monitors trends and provides insights into the factors influencing those trends.

Medallia Integrations

Generating customer data and insights is essential, but so is integrating that data across your whole stack. To combine its insights with the rest of your systems, Medallia offers a number of integrations. It integrates with project management tools like Jira, business communication systems like Slack, and CRM solutions like Salesforce.

The B2B implementation, B2B customer experience management, digital experience analytics, and other functions are made possible by its suite of integrations. Over a hundred integrations have been made by Medallia, and that figure keeps rising. Medallia also provides a developer site where companies with the resources can build specialized integrations to get additional value from the platform’s data.

Plans and Pricing

Unlike some software suppliers, Medallia does not have a list of price plans available on their website. Instead, each new user’s needs and pricing are taken into account. 

This pricing structure takes into account information about your business and its clients. Each customer’s price varies depending on the signals, analytics, workflow management, and security features they use. Due to the flexibility of each feature, each customer would need to speak with their team to determine an appropriate price for their group.
With its unified pricing strategy, Medallia charges a single price for all services. To receive a quote that is personalized for your company, get in touch with their staff.

 Terms and Policies

Medallia’s terms and policies govern the use of its website, services, generated data, content, and brand-related items. It clearly states that intellectual property laws protect all content on its website. Also, it states that users are to maintain the confidentiality of their registration information and inform them of any breaches of use.

In addition, the platform collects customer data to provide services, solve technical problems, and meet legal requirements. Medallia also collects and stores user data such as IP address, browser type, and device. Finally, the company encourages users to carefully read the privacy policies of third-party websites to protect their personal information.

Customer Support

Medallia offers robust customer support services, allowing users access useful resources or contact support agents when they need help. Users can contact Medallia by submitting a ticket on its website. The ticketing platform collects detailed inquiry data, including company name, email, and complaint.
There is also a detailed Knowledge Center for users who prefer the self-service option. Users can also call the company through its toll-free phone number at 877-392-2794.

Wrapping Up

Medallia offers a product aimed at helping businesses meet their customer experience needs. And it does this in a way that harmonizes employee input with customer insights. Blending employee and customer data can help companies obtain value from these crucial sources of business insight. If you’d like a first-hand look at Medallia’s features, you can check out their video product tour, or request a live demo from their team. 

Contributors: Victor Femi-Lawal (Technical Writer)