Medallia Product Overview
Medallia is a comprehensive experience management platform designed to help organizations capture, analyze, and act on customer and employee feedback to deliver exceptional experiences. Here’s a detailed look at what Medallia does and its key features.
What Medallia Does
Medallia serves as an end-to-end experience management solution, enabling businesses to gather feedback from various channels, analyze this data, and take actionable insights to improve customer and employee experiences. The platform is used by over a thousand of the world’s best-loved brands to become truly customer-obsessed and drive business outcomes such as increased revenue, cost savings, and higher employee satisfaction.
Key Features and Functionality
Comprehensive Feedback Collection
Medallia captures feedback from multiple sources including surveys, contact center interactions, online behavior, social media, IoT devices, and more. This broad feedback collection provides a 360° view of customer and employee experiences, allowing organizations to understand every interaction across all touchpoints.
Real-Time Analytics and AI/ML
The platform leverages artificial intelligence (AI) and machine learning (ML) to analyze the vast amounts of data collected. This enables predictive and prescriptive analytics, helping businesses anticipate customer needs, identify areas for improvement, and prioritize actions that have the biggest impact on their brand.
Unified View and Integration
Medallia integrates cross-channel data, eliminating the need to switch between different systems. It seamlessly integrates with other tools such as Salesforce, Adobe, and ServiceNow, ensuring that all relevant data is accessible and actionable within the systems teams already use.
Action-Oriented Analytics
The platform provides dynamic dashboards and role-based reporting, facilitating quick decision-making. It helps organizations prioritize impactful actions, monitor sentiment, key topics, and themes, and capture systemic root cause issues across different channels.
Digital Experience Analytics
Medallia offers digital experience analytics to understand online behavioral data, uncover hidden opportunities, and drive the best omnichannel experiences. This includes tracking digital journeys and blending digital behavior with direct feedback, social, and operational insights.
Employee Experience Solutions
In addition to customer experience, Medallia provides solutions for employee experience, including candidate experience, employee engagement, performance management, and more. This synergy between customer and employee experience helps drive higher customer satisfaction and revenue.
Contact Center Solutions
The platform includes features for contact centers such as agent engagement, quality assurance, coaching, and support effectiveness. Tools like Medallia Agent Connect help create a feedback-driven culture within contact centers.
Self-Service Capabilities
Medallia offers extensive self-service capabilities, allowing organizations to create survey programs, manage changes, generate role-based reports, and control user access. This flexibility enables businesses to adapt their experience management programs to evolving needs.
Security and Scalability
The platform is built with enterprise-grade security measures to protect business data, ensuring compliance and safeguarding against vulnerabilities. Medallia is highly scalable, supporting organizations of all sizes and processing billions of experience signals monthly.
Specific Products
- Medallia Experience Cloud: The core platform for delivering exceptional experiences.
- Medallia Experience Orchestration: For real-time decisioning and individualized next best experiences.
- Medallia Digital Experience Analytics: To understand digital behavioral analytics.
- Medallia Ideas: To discover and action ideas from everyone.
- Medallia Concierge: For personalized text and in-app messaging.
- Medallia Video: To uncover faster, richer feedback via video.
- Agile Research: A self-service survey platform for quick insights capture.
In summary, Medallia is a robust experience management platform that empowers organizations to capture comprehensive feedback, analyze it with advanced AI and ML, and take actionable insights to enhance both customer and employee experiences, ultimately driving business success.