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Mindful by Medallia Reviews & Product Details

Mindful is a best-in-class customer experience solution for the world’s biggest brands. For us, customer-centricity is key—so we bridge the gap between experiences, bringing customers the help they need at a time that’s best for them. Mindful adds emotional intelligence to every interaction by transitioning customers across channels like voice, digital, text, and in-person to provide a premier experience for customers, an empowered experience for agents, and peak efficiency for brands. • Winning the customer journey is critical to a thriving brand, and Mindful bridges the gaps between disconnected experiences. • Digital dead ends are replaced by no-code call schedulers, carrying context over for the customer while creating predictable queue volume. • Traditional hold times are a thing of the past by providing premier callback in the IVR. • Customers expectations are managed with status updates and options to reconnect via SMS. The biggest Fortune 500 brands have been using Mindful to improve contact center metrics like AHT, ASA, Abandonment, and agent happiness. Satisfaction metrics like CSAT, NPS, CES are also improved thanks to seamless transitions and agent preparedness. It all comes together for the very best customer experience that drives revenue and loyalty.

Seller

Medallia

Discussions

Mindful by Medallia Community

Languages Supported

English

Overview by

Miles Price

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Mindful by Medallia Media

Mindful by Medallia Demo - Historical and real-time dashboards and analytics

Mindful gives you actionable insights on your callback, text messaging, notifications, and digital activities. Combine it with your other systems’ data (or even collaborate with our Client Success team) to boost cost-savings and effectiveness. It’s like a fitness tracker for your communications.

Mindful by Medallia Demo - Call volume management

Keep call volume peaks from making staffing a struggle and customers stressed. Scheduled callbacks allow you to shift volume to times better for staffing levels. It creates more predictability for both agents and customers.

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JR

James R.

Manager

Mid-Market (51-1000 emp.)

6/5/2024

"Easy to use"

4/5

What do you like best about Mindful by Medallia?

It is really easy to use for agents, supervisors and administrators. Review collected by and hosted on G2.com.

What do you dislike about Mindful by Medallia?

The transcription is not great. It struggles with a lot of common words and phrases. Review collected by and hosted on G2.com.

DH

Derick H.

Training and Communications Partner

Mid-Market (51-1000 emp.)

8/17/2022

"Robust and user-friendly tool"

5/5

What do you like best about Mindful by Medallia?

The tool is very simple to set up and easy to use while being robust enough to provide all of the CSAT and NPS data we could ever need. The Mindful team has also been very accommodating in providing us with thorough and prompt support throughout our partnership. Review collected by and hosted on G2.com.

What do you dislike about Mindful by Medallia?

In the year+ we have used Mindful we have not run into any aspects we do not like. Review collected by and hosted on G2.com.

What problems is Mindful by Medallia solving and how is that benefiting you?

Mindful has allowed us the ability to gain customer insights we had not had access to in the past. With these insights, we have been able to understand how to better support our phone team (improved refresher training programs, improved new hire onboarding experiences, and improved opportunities for agent coaching) allowing us to better serve our customers. Review collected by and hosted on G2.com.

AG

Verified User in Government Administration

Mid-Market (51-1000 emp.)

8/16/2022

"State of Connecticut Department of Social Services"

5/5

What do you like best about Mindful by Medallia?

I like the flexibility of being able to pivot quickly while maintaining exceptional customer service. The ability to enable or disable additional features for optimization allows us to maximize our return on investment. Review collected by and hosted on G2.com.

What do you dislike about Mindful by Medallia?

Not having a designated resource with background knowledge of your business to assist at a moment’s notice. All issues are always resolved but having a dedicated resource assigned to your organization will help to identify and resolve issues much quicker. Review collected by and hosted on G2.com.

What problems is Mindful by Medallia solving and how is that benefiting you?

Mindful is helping to reduce the physical wait-time of our callers, allowing them to be able to carry on with their day while they wait in the virtual queue. This has been extremely beneficial as we’ve been able to reduce our call wait time significantly while providing a more rewarding customer service experience. Review collected by and hosted on G2.com.

EC

Verified User in Consumer Goods

Mid-Market (51-1000 emp.)

8/15/2022

"Helped save our NPS"

5/5

What do you like best about Mindful by Medallia?

The tool is easy to use, and our customers greatly appreciate the call back functionality Review collected by and hosted on G2.com.

What do you dislike about Mindful by Medallia?

I do wish that we could buy fewer contacts Review collected by and hosted on G2.com.

BC

Brianne C.

Client & Dealer Liaison Specialist

Mid-Market (51-1000 emp.)

8/10/2022

"Incredible customer service!"

5/5

What do you like best about Mindful by Medallia?

Everyone that I've had the opportunity to meet at Mindful Feedback has always been so helpful! Timely follow-ups and friendly service! Review collected by and hosted on G2.com.

What do you dislike about Mindful by Medallia?

The portal is user-friendly. I would say the only thing that needs work is the talk-to-text on occasion. It does not always translate word for word what the customer has recorded. Still a neat feature to have! Review collected by and hosted on G2.com.