Medallia Customer Experience
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/
Average Rating: 4.5/5.0
Total Reviews: 208
How Do G2 Users Rate Medallia Customer Experience?
- Has the product been a good partner in doing business?: 8.7/10 (Category avg: 9.2/10)
- Customer Effort Score (CES): 8.7/10 (Category avg: 8.2/10)
- Customer Satisfaction (CSAT) Score: 9.2/10 (Category avg: 8.7/10)
- Net Promoter Score (NPS): 9.4/10 (Category avg: 8.8/10)
Who Is the Company Behind Medallia Customer Experience?
- Seller: Medallia
- Company Website:
- Year Founded: 2001
- HQ Location: San Francisco, CA
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Twitter: @Medallia
12,225 Twitter followers -
LinkedIn® Page: www.linkedin.com
2,765 employees on LinkedIn®
Who Uses This Product?
- Top Industries: Hospitality, Financial Services
- Company Size: 64% Large, 21% Medium
What Do G2 Reviewers Say About Medallia Customer Experience?
AI-generated summary from verified user reviews
Pros
- Users appreciate the closed loop feedback process in Medallia, enhancing organizational engagement from all levels.
- Users appreciate the ease of use and AI integration of Medallia, enhancing data management and actionable insights.
- Users appreciate the ease of use of Medallia Customer Experience, enjoying its smooth setup and digestible data analysis.
- Users appreciate the high touch client service of Medallia Customer Experience, valuing responsive support and actionable insights.
- Users appreciate the grounded insights provided by Medallia Customer Experience, enhancing collaboration and data democratization.
Cons
- New users may face a challenging learning curve due to the platform's complexity and feature abundance.
- Users find limitations in features and manual effort needed complicates feedback management, delaying valuable insights.
- Users find the steep learning curve of Medallia challenging, requiring significant time to master its features.
- Users feel that Medallia's AI capabilities are behind compared to competitors, impacting onboarding and text analytics customization.
- Users often find difficult reporting in Medallia challenging, with a steep learning curve and confusing navigation during critical periods.
What Are Recent G2 Reviews of Medallia Customer Experience?
"A Powerful Platform to Centralize and Act on Customer Feedback"
Rating: 5.0/5.0 stars
— Santiago G.
"Powerful Customer Insights with Real-Time Actionability"
Rating: 5.0/5.0 stars
— Shivraj P.
