Medallia Experience Cloud

"The best way to measure and record your customer satisfaction"

Puntos a favor: 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.

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

"Great central location for reviewing reviews"

Comentarios: It's a great and clean user interface that allows for quick navigation.

Puntos a favor: The mobile app has been extremely helpful when wanting to get real-time alerts for any new reviews. If there is something negative it's easy to contact the right colleague, discover the situation, and respond with a solution before word-of-mouth spreads without knowing the outcome.

Contras: I would like the ability to filter which messages I get alerts about on my mobile phone. While I always enjoy a positive review, getting an alert many times a day with 10/10 ratings can get bothersome.

"High Total Cost of Ownership"

Puntos a favor: It just works once extensive setup is in place.

Contras: 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.

"Service agent reviews"

Puntos a favor: I am able to sort survey responses according to user and identify areas of excellence & improvement opportunities. I like the function to respond with a customized thank you email.

Contras: Thumbs up functionality - if a user responds to a text with a "stop" message it automatically registers as a thumbs down, which is not always representative of their experience.

"Customer feedback in full"

Comentarios: Fantastic on boarding and support

Puntos a favor: We needed more than surveyware and medallia is by far the most robust experience feedback platform we looked at. Really deep and broad insights and a few great insights!

Contras: Harder to set up but worth it. The support team is wonderful and responsive