Go beyond traditional surveys to fully understand your customers with the broadest native feedback collection in the market
Understanding customer needs and expectations has always been at the heart of customer experience. For many companies, feedback has come primarily from surveys. But surveys alone can’t help your organization stay ahead of changing customer behavior and evolving employee needs.
See the whole picture and act with confidence, Medallia helps you capture experience signals as they happen – across every channel, from both direct and indirect feedback like chat logs, social reviews, operational data like CRM, HRIS, POS, and ERP data and observed behavior like digital experience data.
CHIEF TECHNOLOGIST AND VP, CUSTOMER EXPERIENCE AND PORTFOLIO STRATEGY, PERSONAL SYSTEMS AT HP
Medallia captures the most feedback signals for a comprehensive, holistic view of every customer and employee
Get the voice of customers and employees via email, website, mobile, voice and more. With smart sampling, get feedback on moments that matter most, and ensure representative results for unbiased decision-making. Rely on the integrity of your experience data with built-in controls to validate that results are accurate and reliable.
Translate speech to text in 30+ languages with industry-leading AI to ensure the highest levels of accuracy in surfacing customer pain points. Dive deeper by applying text analytics to improve call center KPIs, enhance agent coaching, and drive process efficiencies.
Understand exactly how customers interact with your websites and apps. Automatically observe digital behaviors indicative of frustration (like unresponsive multi-clicking), engagement (like focus time), and more, scoring each experience to uncover trends at scale. Combine this behavioral analysis with feedback history so you can target specific segments, engage in the moment, and personalize interactions to increase engagement, conversion, and revenue.
Gain richer insights by capturing the emotion in the voices of your customers and employees. Our facial and object recognition technology analyzes every second of video to identify expressions, predict customer NPS® and automatically extract meaningful insights so you can get to the heart of what people care about.
Reach your customers during their experiences when feedback is at its most useful and accurate. Medallia enables real-time interactions with your customers through popular messaging channels such as SMS, Facebook Messenger, Whatsapp, and Wechat. Go one step further and deliver timely, useful content via messaging to increase feedback response rates and create stronger relationships.
Understand market context and competitive benchmarks to track U.S. consumer behavior across all major retailers, restaurants, and B2C brands through data such as spending trends, customer loyalty, frequency, migration and more. Track foot traffic visits, customer journeys, market share and more for location based information. Survey your customers (or your competitors’ customers) based on their visits to brick & mortar stores and websites with our feedback capabilities.
Segment and collect feedback through any internet-connected device like Amazon Alexa, Google Home, and Samsung Smart Fridges. Unify this feedback with machine-generated device data to drive automated device improvements, operational efficiency, and personalized services.
Understand insights from not only non-buyers but unidentified customers that have entered a store, restaurant or have transacted with your brand or a competitor’s brands. Uncover insights on how spending changes over time at specific POIs, while comparing spending trends between locations and across regions.
Conveniently capture feedback and signals from your operational systems such as CRM, HRIS, ticketing systems and more with pre-built integrations for faster time to value. Bring the voice of the customer and employees to your operational systems and drive action across your organization through these insights.
Engage and empower employees to drive better business performance by leveraging continuous assessments across key drivers of employee engagement including belonging, happiness, recognition, leadership, enablement, alignment, and development. Analyze these results and drive team- and manager- level action through group planning and tailored coaching.
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Social and 3rd Party Reviews
Take charge of your online reputation. Measure what your customers are saying about you by capturing online scores and comments from over 30+ social and review sites, including Google, Facebook, Twitter, Agoda, Expedia, and TripAdvisor in addition to 100+ sites through partners. Built-in analytics surface customer issues and suggestions so you can quickly address concerns.