Medallia Experience Cloud

The best way to measure and record your customer satisfaction

Avantages :

If you are a customer facing organization such as a hotel and struggle to deal with customer feedback, it's time to digitalise. Medallia is a great software for hotels, I've used it in 2 hotels and never had issue. Customer feedback was easily collected from customers through customizable surveys and the data ranked. It is important to train your front line to collect customers emails in order to get a higher respose rate and improve your NPS. Works with most of the CRM's.

Inconvénients :

No issue. Many reporting capabilities. I was very happy with the product.

Advantage and Disadvantage of Medallia

Avantages :

I like the way it shows simple dashboards and quick reports about NPS, Satisfaction Rate, and Verbatims.

Inconvénients :

Due to data privacy and system limitation, sometimes, it doesn't show some data views that we need such as NPS scores per recruiter. Instead, it only shows by hiring manager. We just think that Medallia is somehow not that flexible in giving us power to tweak the existing reports.

High Total Cost of Ownership

Avantages :

It just works once extensive setup is in place.

Inconvénients :

Very expensive to run. Medallia's model is based on maximising Medallia consultancy - even for simple things like adding new touchpoints, help requests, simple customisations. I prefer cloud based services that gives much more control to the customer.

Manage Customer Relations in One Place

Commentaires : I am overall very satisfied with Medallia. It is perfect for dealing with customer relations across numerous websites. There is also a lot of data provided which can be useful to the organization. The interface makes the experience for the user good as information is presented well and is easy to find. The app is also a must get as it sends you a notification after a review has been left.

Avantages :

I like that all the customer reviews are in one place and I am able to reply to them on the website. I also like the analytics that are provided. These analytics can also be exported, so I can apply advanced statistics on any of the data with Python if I wish to. The user interface is also modern and information is mostly easy to find.

Inconvénients :

I wish there were more statistical analysis done within the website. I would like to see predictive analysis calculated for the business. This is very important for hotels and other businesses. I can export the data and do it myself, but having it done in Medaliia would be very convenient.

Excellent from introduction to implementation. It was first rate.

Commentaires : Improved performance from front line agents as well as leadership who really have embraced the new tools.

Avantages :

Flexibility, ease of use and ability to train users quickly for use right out of the box. This application provides a way for Call Centers to become true Contact Centers. As a high quality Customer Experience steps to the forefront of business demands and requirements, this software tool gives me as a consultant a way to help clients boost their efficiency, overall Customer Satisfaction and, employee satisfaction. The better the customer experience is the better employees enjoy their job and they love when tools give them added tools that give them the ability to surprise customers.

Inconvénients :

Cost is always a concern. There is a steep learning curve to consider your team fully utilizing all of the features that this product delivers. You have to commit to it and make learning and using the system a priority. It provides a great deal of data output that can be useful if leadership is given the flexibility and time to review and use the data to improve performance.