Medallia

Medallia Experience Cloud


4 / 5
14 reviews


Average Ratings

14 Reviews

  • 4 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native

Vendor Details

  • Medallia
  • www.medallia.com/
  • Founded 2001

About Medallia Experience Cloud

Medallia Experience Cloud helps organizations understand and improve the customer and employee experience. Medallia captures signals along the customer journey across in-person, digital and IoT interactions and applies proprietary AI to reveal personalized and predictive insights that are delivered in real-time, across the organization. Using Medallia, organizations can reduce churn, turn detractors into buyers, and create up-sell opportunities, providing clear returns on investment.


Medallia Experience Cloud Features

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • Boolean Queries
  • Document Filtering
  • Graphical Data Presentation
  • Language Detection
  • Predictive Modeling
  • Sentiment Analysis
  • Summarization
  • Tagging
  • Taxonomy Classification
  • Text Analysis
  • Topic Clustering

Medallia Experience Cloud Reviews Recently Reviewed!


Excellent from introduction to implementation. It was first rate.

Apr 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

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

Capterra loader

The best way to measure and record your customer satisfaction

Dec 18, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Service agent reviews

Apr 12, 2019
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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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.

Capterra loader

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

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Best in the space

Dec 01, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: The most complete solution and certainly best of breed in the Net Promoter Score space Can handle the complexity of customer experience journeys.

Cons: Price Point. Only dealing with large implementation, large complex enterprises, not an SMB solution Long implementation lead times.

Above average enterprise customer experience tool

May 02, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: It was not the most intuitive software but also it was relatively easy to find the data I needed without a whole lot of training. We used it for internal and external surveys so that could get confusing at times but nice to have those in the same place for leaders.

Cons: This may be more due to how we used it and the amount of data I had access too but it could be challenging at time to sort through all the options to find what I needed. It was usually easier to bookmark the pages that had what I needed most often.

Capterra loader

Medallia has been a revolutionary product for our company as a whole.

Nov 22, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love the fact that you can see your club versus other clubs. Being able to look at your rank really helps your team see where you fall in regards to other clubs across the nation. I also like how many reports you can get on your dashboard. Having a quick look helps you and your team be able to look back and see where you're falling in response to the things that you are implementing.

Cons: I wish that we had customizable options for the case processing function. I want to be able to remove aquatics section, kids club, etc. I want to add other items that are not on the list.

Overall: NPS score, rankings, an open platform for our members to give their honest feedback.

It is a great tool to hear what our members needs, still learning all the features that are offered.

Nov 28, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The Reps are amazing and so helpful! There are a lot of functions built into Medallia. My company and I are working to learn everything it can do and show us. They break down a lot of data and really show us how to analyze what is happening in our clubs.

Overall: We collect a lot of insights and data from our members using this.

Personalize your Survey Campaigns

Jan 28, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I really like the ability to establish either relationship or deal review campaigns at the company or opportunity level. When you have such a large spread of potential recipients from procurement thru LOB executives, you really want to tailor the questions and experiences with them in mind.

Cons: What I really do not like about the NPS score, is that you require at least a good sample of 20 plus responses to the surveys to really start to calibrate the scoring model. Unfortunately, on some sales and relationship pursuits, there are barely three to five key client participants that you would want to survey with from the onset.

Customer experience survey tracking

Dec 16, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: * Ability to easily assign each review to an owner

* Dynamic searching and trending based on commonly used words in positive or negative reviews

Cons: Reporting is only based on buzzwords, there are no dynamic reports or filters

High Total Cost of Ownership

Feb 20, 2019
3/5
Overall

3 / 5
Ease of Use

2 / 5
Features & Functionality

2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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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.

I do not have much experience with this software but i have received great reviews from members.

Nov 22, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money

Pros: It keeps the members and staff close. Also keeps us as a company on our A game making sure we are doing the best we can and giving the best experience we can to all members.

Cons: People are able to post what ever they want and too many negative statements are often allowed on this site that can be negative toward a new employee.

Great program

Jul 24, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: This is a great program to gain customers feedback from their experiences. We can also respond within this program as well!!

Cons: There are not many cons to this as it is a basic system where customers can share their feedback with us.

Apr 07, 2016
4/5
Overall