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®

Overview Provided by:
Show More
Answer a few questions to help the Medallia community
Have you used Medallia before?
Yes

Medallia Reviews

Write a Review
Filter reviews
LinkedIn®
Connections
Popular Mentions
Showing 20 Medallia reviews
Popular Mentions
Showing 20 reviews
Filter Reviews
Filter Reviews
Sort by
Ratings (1)
Company Size
User Role
For Category
All Industries
Region
Already have Medallia?
Write a Review
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.

Show More
Show Less
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.

Show More
Show Less
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.

Show More
Show Less
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.

Show More
Show Less
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.

Show More
Show Less
Service Consultant
Automotive
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The ability to monitor retention of customers is nice. Review collected by and hosted on G2.com.

What do you dislike?

Can’t resend surveys to customers who can’t find them in their email Review collected by and hosted on G2.com.

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

Customers are eager to leave surveys and review Review collected by and hosted on G2.com.

Show More
Show Less
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.

Show More
Show Less
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.

Show More
Show Less
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.

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

Customer feedback is collected and aggregated properly. Love the drill down views to the agent level Review collected by and hosted on G2.com.

What do you dislike?

Our business is constantly changing . I would have liked more self service capability to reduce the cost and reliance on managed services Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Great tool especially of you have a lot of field level team members Review collected by and hosted on G2.com.

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

Getting a constant pulse on customer feedback. Early warning signals for some emerging customer issues or concerns. Validation of the impact of customer experience changes Review collected by and hosted on G2.com.

Show More
Show Less
UT
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

As a software-as-a-service platform I value the integration of quantitate and qualitative feedback to enable practical conclusions and interpretable insight.

Text analytic solution has enabled me to accurately organise unstructured feedback to bring the voice of our customers to the forefront for our leadership team.

The platform is reliable and responsive which is a huge benefit when working with large data sets. Review collected by and hosted on G2.com.

What do you dislike?

Platform is relatively rigid, developments have been a little infrequent. Review collected by and hosted on G2.com.

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

Survey management of NPS programme.

Ability to meaningfully segment and review comparatives between results.

Enable interpretable and actionable insight for non experts. Review collected by and hosted on G2.com.

Show More
Show Less
II
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Platform capabilities are wonderful and very user friendly. Lots of flexibility for dashboard design. Review collected by and hosted on G2.com.

What do you dislike?

Some restrictions for enhancements, especially across multiple instances. If one change for one instance is required, many times it has to be applied to the other instances which may not make sense. Results in lots of negotiations and coordinations Review collected by and hosted on G2.com.

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

Transparency into root causes and opportunities for improvement in a timely manner vs waiting for traditional research to come back with insights Review collected by and hosted on G2.com.

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

The real-time nature of the data is invaluable. Review collected by and hosted on G2.com.

What do you dislike?

Many of even the simplest analyses I do using Medallia require exporting the data. I understand that Medallia is working on rolling out a new insights suite and text analytics, but it can be frustrating that I have to export data to do simple comparisons. I also wish there were more exportable graphs/visualizations. Review collected by and hosted on G2.com.

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

Having real-time client experience data has been invaluable to improving my company. Review collected by and hosted on G2.com.

Show More
Show Less
AI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

I like that they bend over backwards to make sure you have everything you need in a timely fashion. Review collected by and hosted on G2.com.

What do you dislike?

I wish they had some self service tools - they are releasing some SS tools now, but I think they are behind the game in this arena. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Medallia is by far the easiest solution to train your company to use. It's very intuitive and a breeze to use. Review collected by and hosted on G2.com.

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

Our biggest problem is that all the CX data sits on a excel file on my desktop. No one has easy access to the data, or doesn't even know it exists! Review collected by and hosted on G2.com.

Show More
Show Less
IT
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Text analytics. Real time reports. Medallia app. Employee engagement reports and dashboards. Review collected by and hosted on G2.com.

What do you dislike?

Solution is expensive and there is limited flexibility for changing reports and surveys without Medallia managed service support staff Review collected by and hosted on G2.com.

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

Drive customer centricity. Understand drivers of good and bad customer experiences. Review collected by and hosted on G2.com.

Show More
Show Less
EF
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

SOftware is amazing, real time online, User interface is really good Review collected by and hosted on G2.com.

What do you dislike?

Every change takes forever, every single change has to be programmed and diacussed and costs consulting hours... for everything... Review collected by and hosted on G2.com.

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

Measurement bottoms up in branches and call center and other touchpoints Review collected by and hosted on G2.com.

Show More
Show Less
CI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Of the competitive products in the market, Medallia represents a feature rich option Review collected by and hosted on G2.com.

What do you dislike?

The product is one of the more complex platforms to implement, and can be expensive Review collected by and hosted on G2.com.

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

SI partner Review collected by and hosted on G2.com.

Show More
Show Less
EE
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Multiple service offerings. High speed implementation options. Overall collaborative culture. Review collected by and hosted on G2.com.

What do you dislike?

Difficulty in creating the buisness case for our specific situation. Review collected by and hosted on G2.com.

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

Siloed buisness units. Static reporting. Review collected by and hosted on G2.com.

Show More
Show Less
Director of Digital Presence
Hospitality
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The custom reporting features and in-depth information contained in the reviews are my favorite features in the platform. Review collected by and hosted on G2.com.

What do you dislike?

Brand guidelines mean we can't use Medallia for online review tracking for some properties. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

There are many solutions available with Medallia and they can customize dashboards and reporting a based on the needs of your individual business. Four of my hotels use Medallia and the platform is slightly different for each one. Review collected by and hosted on G2.com.

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

Improving overall hotel operation. Some properties have weekly meetings to review results and surveys and implement immediate changes. Have seen increases in maintenance and housekeeping scores and improved job knowledge from staff. Review collected by and hosted on G2.com.

Show More
Show Less
Executive Housekeeper
Hospitality
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like that they have a mobile app and that it pushes alerts to my phone every time a guest submits a review. Review collected by and hosted on G2.com.

What do you dislike?

I dislike that the mobile app logs me out so frequently. It has happened so many times that I have memorized my access code from typing it in so much.

Some text analytics report positive issues as negative ones. Review collected by and hosted on G2.com.

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

We are starting to realize that the guests like the bedrooms more than the bathrooms.

It has helped identify our best and worst rooms. Review collected by and hosted on G2.com.

Show More
Show Less