Act, Learn, and Transform

The right insights to the right place at the right time to drive accountability and action across your business

Helping you create an action-oriented culture

Medallia builds customer-centric cultures, driving meaningful action across organizations to make experience a priority. We empower every employee with the right insights to take action – whether it be through integrations with everyday tools, role-based reporting, or real-time coaching with action plans. Drive operational improvements by crowdsourcing employee feedback.

“What the team has managed to achieve in the days since we first envisioned what customer-centricity would look like at the VA has been transformative. Those initial efforts helped drive the VA’s trust score among Veterans up from 55% in 2016 to an all-time high of 90%.”

THE UNITED STATES DEPARTMENT OF VETERANS AFFAIRS

Empower employees to quickly close the loop

Help your team have access to real-time and actionable data so they can provide the best experience possible. Advanced Artificial Intelligence and Machine Learning models help surface specific suggestions and actions based on all customer, employee, & partner signals. Holistic analysis leveraging text analytics highlights exactly what needs to be fixed and allows teams to spend time fixing root causes instead of sifting through mounds of data to find information.

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Activate Your Employees, Anywhere

Medallia allows all employees, from front-line agents to executives, to listen and act on feedback across multiple messaging channels, no matter where they are. With personalized dashboards, alerts, and workflows, reply via email or phone without leaving the Medallia mobile app. Increase response rates from mobile-first customers effortlessly and in real-time with embedded surveys directly in your app, all with the click of a mouse.

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Personalized Flexible Reporting and Alerts

Empower employees to connect with your customers in the moments that matter with predictive insights and automatic alerts that make sense for your business. Set alerts based on geographic regions, individual locations, product lines, team-based, or hybrid hierarchies to automatically notify your employees via web/mobile app or via integrations (like Slack or Workplace by Facebook) and predict when customers need attention.

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Feedback that impacts business outcomes

Implement new initiatives based on experience feedback, organize tactical and strategic next steps, track progress against goal metrics, and optimize for the greatest impact on business growth. Understand the impact of an action and drill down to specific drivers, topics, and themes.

Connect and share feedback across departments

Combine real-time survey responses with your customer data to proactively identify actionable insights. With seamless application handoff with over 100 integration partners like Salesforce, Adobe, ServiceNow, and Microsoft Dynamics, take it a step further and build auto loop functions to enhance workflows with customer signals right where they are working from.

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Improve customer conversations through real-time coaching​

Empower frontline teams–agents and supervisors–with near-real time insights about customer emotion and sentiment, competitive market, and priorities from every interaction with your contact center. Automatically score these interactions to highlight the moments that matter for coaching.

Drive a culture of innovation

Benefit from the collective expertise and creativity of your employees, partners, and customers with idea challenges. Improve customer and employee experience, co-create new products and services, streamline processes, and increase cross-team collaboration. Empower organizations to crowdsource ideas quickly, foster a culture of innovation, and increase engagement.

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