Medallia Reviews & Product Details

Medallia Overview

What is Medallia?

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/

Medallia Details
Website
Product Description

Medallia's feedback management products are built on technology that's designed to capture users' attention, make solutions clear and motivate employees to act.


Seller Details
Seller
Medallia
Company Website
Phone
650-321-3000
Year Founded
2001
HQ Location
San Mateo, CA
Twitter
@Medallia
12,885 Twitter followers
LinkedIn® Page
www.linkedin.com
2,024 employees on LinkedIn®

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Medallia Reviews

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Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Una buena interfaz, facilidad de uso, alto rendimiento, rapidez, sencillez y practicidad son algunas de las principales características que posee Medallia que para mí la catalogan como el principal software de opiniones, el hecho de que mis clientes puedan dar su opinión acerca de su experiencia durante la estadía en nuestro hotel resulta algo valioso, ya que me permite mejorar a futuro todos aquellos pequeños detalles que nos indican, el sistema de calificaciones que posee es bastante preciso y seguro, por lo que no tengo ninguna duda de que la calificación que se muestra allí es 100% objetiva en función de los datos recopilados por el cliente, el hecho de que posea la opción para generar reportes e informes con todos los datos obtenidos también resulta ser un gran punto a su favor. Review collected by and hosted on G2.com.

What do you dislike?

La opción para generar reportes e informes puede ser mejorada para que muestre la información de una forma más completa, sin mencionar que su alto costo también resulta ser algo bastante negativo ya que no siempre tenemos la certeza de que podamos utilizar a la perfección. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Me ha ayudado a darle una voz a mis clientes para que puedan expresar sus opiniones acerca de su experiencia como usuarios una vez que pasan una noche en mi hotel, de esa forma he podido mejorar dos aspectos que para mi son cruciales, uno es que poseo más recomendaciones de mis clientes, lo cual se traduce en un aumento de visitantes y nuevos clientes al ver las opiniones positivas de otros usuarios, y dos me ha ayudado a mejorar algunos aspectos que incomodaban a mis clientes, por ejemplo vi que tenía muchas quejas sobre la calidad del servicio de televisión por cable y como algunos canales no se veían bien, gracias a esto pude hablar con mi proveedor de tv por cable y solucionar ese problema de inmediato para seguir prestando el servicio de la más alta calidad. Review collected by and hosted on G2.com.

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CM
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Handles large customer data sets

Robust backend

Amazingly intuitive design Review collected by and hosted on G2.com.

What do you dislike?

Difficult to configure on our own.. Needs a specialist to do that.. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer retention

Qualitative interactions using their new tools Review collected by and hosted on G2.com.

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UH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I am thrilled that surveys are automatically categorized by the associate who performed the transaction, as it gives management the ability to recognize individual employees who perform outstanding customer service. Review collected by and hosted on G2.com.

What do you dislike?

There appears to be a severe lack of transparency shown to the customer as they interact with the survey, especially regarding what it is that they are reviewing and how the numerical rating translates. This has resulted in numerous surveys marked as “detractors” despite glowing reviews and the exceedingly frustrating situation in which a customer bases their review on a previous poor experience that has nothing to do with the one they are meant to be reviewing, and the scathing review is permanently attached to the wrong associate and is reflected in their totals and averages. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The potential for human error has been the repeated culprit for every issue I’ve seen so far, but when used correctly it performs reliably and smoothly. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It is a huge benefit for employees at every level to be able to view specific customer feedback on their performance and for managers to easily identify the members of their teams that need help with their customer service skills as well as the ones who are excelling at it. Review collected by and hosted on G2.com.

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support transformation leader
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

automated systems and integrated with our Salesforce platform Review collected by and hosted on G2.com.

What do you dislike?

not easily customizable to our specific needs. changes require help and time Review collected by and hosted on G2.com.

Recommendations to others considering the product:

make the product more flexible and require less deep coaching Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

get nps and other feedback from clients - realized consistency for the company can measure nps across all departments on the same basis. Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I really like the account level or contract level campaigns I can customize and track. I like the fact that you can get near real-time notifications as folks respond. The survey questions for wins/losses are very applicable for gleening information that can be used in the next pursuit Review collected by and hosted on G2.com.

What do you dislike?

I did not like that you need a minimum sample of 20 responses in order to build out a model; for certain customers that you don't have a relationship with or just trying new pursuits there should be a flag so that the scoring is recalibrated for those types of pursuits. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We want as real responses to understand how our relationship is being managed with our clients. This will help us be better prepared and take into consideration as we endeavor on future sales pursuits or our ability to harden our existing delivery for great customer satisfaction Review collected by and hosted on G2.com.

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UF
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It has many functionalities and its lots of enhancements like text analytics, connection to other databases and API Review collected by and hosted on G2.com.

What do you dislike?

Its very complex to configure. To the point you need java script codiing and roles addition is complex Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

To capture customer experience which is critical Review collected by and hosted on G2.com.

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UH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

We use this on a daily basis to track reviews and to reward people who contribute to success and to take care of any issues that arise in a timely manner Review collected by and hosted on G2.com.

What do you dislike?

Nothing this is perfect for what we need it to be

Faster response times Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Excellent Software to help you achieve goals Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Being able to review react and respond to feedback Review collected by and hosted on G2.com.

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AT
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Responsibility. Innovativeness. Reliability. Review collected by and hosted on G2.com.

What do you dislike?

I really appreciate the efforts of Medallia Team. There is no problem. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Good business partner Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Data collection, tracking for analysis and commission. Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The dashboard giving insights of NPS scores across product portfolio and trends is amazing. Review collected by and hosted on G2.com.

What do you dislike?

The User internface is bit confusion, just in the begining but once you start using it, you get a hang of it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Strongly recommended for tracking customer satisfaction across multiple products in the protfolio Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use medallia to capture NPS scores for multiple software product offerings within a portfolio. Review collected by and hosted on G2.com.

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UH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The interface was very easy to use and had a good navigation panel that allowed for easy selection. Review collected by and hosted on G2.com.

What do you dislike?

Some of the names that Medallia names are confusing, and the NPS score is calculated differently. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It helps you to identify the customer satisfaction and the comments really help to pin point the specific customer and the problem them encountered. Review collected by and hosted on G2.com.

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IBM Global Quality Program Leader
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

In my personal experience, I find the Dashboards showing NPS results across our Digital Client Journey are very powerful. I love being able to drill down into specific responses from any of the reporting views. The Medallia team is responsive and offers thoughtful dialogue on how to best solution any of the needs we bring to the table. Review collected by and hosted on G2.com.

What do you dislike?

Some of our initial surveys had limited ability to adjust over time. Based on Medallia's recent acquisitions and development, there is much more customization available for our newer survey programs. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

My engagement has been to help shepherd the instrumenting of IBM's Digital Client Journey. We have built a strong set of measurement points around our client journeys and are incorporating client survey feedback into our operational management systems, and will use Watson content analysis capabilities to unlock client insights for our teams to action. Review collected by and hosted on G2.com.

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UE
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It brings all of your customer reviews into one place. Review collected by and hosted on G2.com.

What do you dislike?

You can't "save" your place when you exit out and come back. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use it to track guest reviews from surveys and social media. Review collected by and hosted on G2.com.

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UH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like how simple and easy it is for customers to use. Review collected by and hosted on G2.com.

What do you dislike?

We are not able to search for tickets by store number and i would like to see that option. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are allowing customers to give any kind of feedback through Medallia. It’s been a lot better than our old way of doing this. Review collected by and hosted on G2.com.

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UC
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The amazing analytics behind every thing. Review collected by and hosted on G2.com.

What do you dislike?

The lack of seperation between stores. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you are looking for awesome analytics with a great GUI they are your team! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer feedback. Review collected by and hosted on G2.com.

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IR
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Keep clear vision on how to create competitive advantage through #CX Review collected by and hosted on G2.com.

What do you dislike?

Beef up more the robustness of Medallia's new offering (some examples and cases look too theoretical) Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Driving enterprise strategic direction via #CX and technology. We've seen leadership alignment and ROI Review collected by and hosted on G2.com.

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Gerente de Proyectos
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The way i can get client feedback in real time. I can also see the evolution of my NPS and take desicions Review collected by and hosted on G2.com.

What do you dislike?

Actually there is nothing i dislike, it is a good tool Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Excelent business tool Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

How to improve the customer perception of the branches Review collected by and hosted on G2.com.

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UC
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

I like that the surveys give customers multiple categories to leave feedback in. Review collected by and hosted on G2.com.

What do you dislike?

The website doesn't always work, sometimes it is unable to find the server. I wish there was a mobile application. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Used to receive customer feedback Review collected by and hosted on G2.com.

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Vice President - Customer Experience & Service Excellence
Events Services
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

The real-time access to all customer feedback in addition to every level of the organization being able to access feedback from every customer. Review collected by and hosted on G2.com.

What do you dislike?

There is nothing to dislike about this product. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I have had dozens of conversations with companies considering Medallia and I always tell them whoever you are considering, Medallia is the best by far. I have implemented Medallia for three large companies over the past 15 years and I have seen their evolution first-hand and they also are always ahead of the curve and leading-edge in this space. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Medallia's tracking of problems and their impact on the business has allowed our teams around the world to focus on continuous improvement. With the addition of Medallia, our company has continued to experience record-high QTR-Over-QTR NPS Ratings. Review collected by and hosted on G2.com.

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AR
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The ease of navigating and understanding where to find items Review collected by and hosted on G2.com.

What do you dislike?

There is nothing I do not like and nothing needs to be changed. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customer service issues. If someone is upset and leave a comment and reason I reach out tonthem to help resolve the issue. Review collected by and hosted on G2.com.

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Client Advocate and NPS Czar
Information Technology and Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I am new to my Client Advocate role within IBM and new to Medallia. I'm already impressed by the ease of navigation within the product, and excited about many of the new UIs and features I've seen here at the conference. Review collected by and hosted on G2.com.

What do you dislike?

Getting access to Medallia within IBM is not easy. This isn't Medallia's fault - but I think we can do a better job of granting access and explaining the different user roles. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I'm in Business Analytics and we're determined to use Medallia to monitor and improve our NPS scores, take action to improve our software offerings and ultimately see an uptick in revenue, and happier customers. Review collected by and hosted on G2.com.

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Front Desk- Comfort Inn
Hospitality
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like that medallia makes it easy to see reviews from different websites in one place. Review collected by and hosted on G2.com.

What do you dislike?

I wish that Medallion provided a little bit more information about the reviewer. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Medallia allows me to check all of my reviews quickly and efficiently. Review collected by and hosted on G2.com.

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Senior Global Customer Experience Analytics Manager
Financial Services
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Information on-line and the ease to view specific information using all kind of filters Review collected by and hosted on G2.com.

What do you dislike?

You can customize a lot of things for your program, but don’t expect to get a positive response on special needs or developments. There is no self-service option making changes slow and difficult. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are measuring NPS. Great to increase the survey volume and the r capacity and speed of response. Review collected by and hosted on G2.com.

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EI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I love the simplicity of both the mobile an desktop views. They make it quick and easy to parse NPS and verbatim data fast. I also love the ability to quickly drill into data directly from my main dashboard. Review collected by and hosted on G2.com.

What do you dislike?

Custom views are complex and don't always yield the insights that you're looking for. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I'd strongly suggest doing some initial research to see if Medallia is the right fit for your company as there are other options out there that may work better for a smaller company. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Looking to discern general sentiment and likelihood to recommend, and overall loyalty to my brand/company. Review collected by and hosted on G2.com.

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AR
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The data visualization tools are really slick and easy to understand. In addition, it's much easier to identify CX issues. Review collected by and hosted on G2.com.

What do you dislike?

Inability to personalize reporting to meet our specific needs. This is primarily due to use cases used when developing a specific feature and us learning that we can't modify certain things. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our first hurdle was capturing additional customer feedback. We are now capturing 1/3 customers' feedback.

The second and third hurdles are ensuring closed loop feedback with the customers and operationalizing the insights gleaned from Medallia, which will take more time. Review collected by and hosted on G2.com.

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UH
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I love that there is an app allowing you to keep track of surveys as they come in. I can also adjust the settings so I don't get notifications while I'm on vacation. I also like being able to filter by so my different things Review collected by and hosted on G2.com.

What do you dislike?

I hate that I seem to randomly get logged out of the app and to log back in I have to get the access code from a browser version to get back into the app Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to see recurring issues and get feedback from guests. We can also pin point which associates are having great interactions with guests and who may need more training. Review collected by and hosted on G2.com.

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