Medallia Experience Cloud

Who Uses Medallia Experience Cloud?

Customer experience management platform that helps businesses of all sizes capture and analyze customers' feedback across all communication channels to improve the overall brand value.

What Is Medallia Experience Cloud?

Medallias award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results.

Medallia Experience Cloud Details

Medallia

https://www.medallia.com/

Founded 2001

Medallia Experience Cloud Pricing Overview

Medallia Experience Cloud does not have a free version and does not offer a free trial.

Free Version

No

Free Trial

No

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Medallia Experience Cloud Features

  • Analytics
  • Customer Segmentation
  • Dashboard
  • Knowledge Management
  • Multi-Channel Data Collection
  • Negative Feedback Management
  • Predictive Analytics
  • Sentiment Analysis
  • Survey/Poll Management
  • Text Analysis

View full list of Customer Experience Software

  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management

View full list of Customer Satisfaction Software

  • Benchmarking
  • Employee Recognition
  • Goal Management
  • Negative Feedback Management
  • Performance Management
  • Pulse Surveys

View full list of Employee Engagement Software

  • Custom Survey URLs
  • Data Analysis Tools
  • Email Marketing
  • Mobile Survey
  • Offline Response Collection
  • Question Branching
  • Question Library
  • Site Intercept Survey
  • Skip Logic
  • Supports Audio / Images / Video

View full list of Survey Software

Medallia Experience Cloud Alternatives

More Medallia Experience Cloud alternatives

Medallia Experience Cloud Reviews

Showing 5 of 23 reviews

Overall
4,4/5
Ease of Use
4,5/5
Customer Service
4,5/5
Features
4,4/5
Value for Money
4,2/5
Bojan G.
Business Development Manager
Outsourcing/Offshoring, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2018/12/18

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

Pros: 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.

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

  • Reviewer Source 
  • Reviewed on 2018/12/18
Verified Reviewer
Contact Center Industry Consultant
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    4/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2018/04/09

"Excellent from introduction to implementation. It was first rate."

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

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 2018/04/09
Verified Reviewer
Human Resources Manager
Media Production, 10 000+ Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2020/07/29

"Very comprehensive customer experience tool"

Pros: I know there are many other use cases than how we used Medallia but I found the experience easy to navigate and straight forward to understand customer and internal NPS scores and feedback. Also I really liked the ability to respond to concerns and create action plan related to it.

Cons: I think the reporting and analytics component could be improved to help users see the bigger picture and more easily pinpoint key take aways from the feedback.

  • Reviewer Source 
  • Reviewed on 2020/07/29
Verified Reviewer
Enterprise Customer Experience NPS (Net Promoter Score) Lead
Telecommunications, 1 001-5 000 Employees
Used the Software for: 2+ years
  • Overall Rating
    3/5
  • Ease of Use
    3/5
  • Features & Functionality
    2/5
  • Customer Support
    Unrated
  • Value for Money
    2/5
  • Likelihood to Recommend
    2/10
  • Reviewer Source 
  • Reviewed on 2019/02/21

"High Total Cost of Ownership"

Pros: It just works once extensive setup is in place.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 2019/02/21
Patrick M.
GM
Hospitality, 501-1 000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2019/12/05

"Great central location for reviewing reviews"

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

Pros: 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.

Cons: 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.

  • Reviewer Source 
  • Reviewed on 2019/12/05