What is Medallia Customer Experience Management?
More than 50,000 organizations around the world use Medallia’s Customer Experience Management (CEM) and Enterprise Feedback Management (EFM) solutions to track and improve customer satisfaction. Medallia’s Software as a Service (SaaS) offerings enable you to capture stakeholder information, discover what’s behind the data, share that information company-wide, recover customers at risk, and ultimately improve your company’s performance.
Benefits and Insights
Why use Medallia Customer Experience Management?
Key differentiators & advantages of Medallia Customer Experience Management
- Develop the right listening strategy. Medallia develops the right data collection for you based on your program goals, business structure, strengths and weaknesses, and existing program.
- Integrate all relevant feedback streams. We capture feedback that’s solicited and unsolicited, structured and unstructured.
- Achieve high response rates. Our response rates are industry-leading across all customer segments, including hard-to-reach ones.
- Capture untainted data. With Medallia’s anti-cheating technology, you can trust the integrity of your data.
- Control costs. We provide single- and multi-mode data collection for every budget.
- Avoid survey fatigue with sophisticated touch rules and advanced quota management.
- Engage users with interactive, personalized dashboards.
- Share everywhere in real time. With Medallia, you can truly share everywhere and anywhere: globally; across large-scale, highly distributed organizations; in all browser-supported languages; and using mobile devices.
- Share multiple programs in one system. Medallia can report data from multiple collection methods, feedback programs, locations, and more.
- Automatically adapt to your organizational changes. Medallia continuously updates information such as users, regions, accounts, and roles.
- Identify customers at risk. Medallia automatically triggers an alert when responses fall below desired thresholds.
- Communicate with dissatisfied customers to learn. Medallia’s solutions make dialogue easy.
- Win back at-risk customers with Medallia’s collaborative case management system.
- Recover systematically and company-wide. Medallia’s sophisticated routing and escalation framework is transparent to the entire organization, so your team is held accountable for recovery.
- Engage your frontlines with our intuitive user interfaces and user-specific dashboards.
- Excite power users with our one-stop shop for interactive analytics, visualization, text analytics, and data mining.
- Generate ideas and insights. With our system, you can slice and dice, rank, visualize, and drill down to follow any path of interest.
- Discover best practices. Our built-in benchmarking identifies who in your organization is winning and why.
- Win the satisfaction race. Medallia customers consistently report improved satisfaction scores.
- Prioritize big-impact opportunities. Medallia identifies initiatives with both the biggest improvement potential and biggest value to customers.
- Set aggressive but realistic goals. Medallia’s benchmarking database allows you to see, by industry and process type, the improvements others have achieved.
- Try out, assess, and perfect solutions, then roll them out. With our system, you can create customized test and control groups, track results in real time, and iterate.
- Drive collaboration with a platform your whole organization uses. Companies that switch to Medallia see a dramatic increase in system use.
- Publish successes and best practices. Our system lets you broadcast messages, documents, and videos to your whole organization.