Medallia Customer Experience Reviews & Product Details

The platform is very adaptable to the needs of information visualization. It updates in real-time with the responses from surveyed customers. Configuring the ad-hocs is quite simple, you don't need to be an expert to do it. Something I really like is that we can add additional questions (turn them on and off at any time) to the Voice Programs. We recently activated Action Intelligence, which I consider to be a tool that allows us to quickly understand and analyze all the texts from those open-ended questions in our surveys. Overall, Medallia has been a great support in achieving the objectives of the CX area of which I am a part. Review collected by and hosted on G2.com.

One of the areas of opportunity I consider is the lack of more comprehensive dashboards for the Ad-hocs. It is also necessary to empower clients more in the use of the tool, meaning that we should be able to perform basic configurations such as adding filters, modifying existing dashboard graphics, and setting up automated report delivery. Review collected by and hosted on G2.com.

The clarity of the tool which makes it accessible to anyone of any level

The fact that Medallia are our CX partner, not just a platform provider

The can-do attitude

The relationships I have built

The continuous improvement

The pricing model not charging for additional access licences Review collected by and hosted on G2.com.

Expensive!

We tend to change hands rather often

Events can be repetitive Review collected by and hosted on G2.com.

The thing that stands out for Medallia Customer Experience is that it combines customer feedback from different channels into a single dashboard. It is easier for us to find out the trends and take action on them. One instance is that we could spot a common problem with our delivery service and set it right, that will positively enhance our customer satisfaction scores. Also, the customizable surveys are a game changer. This helps us to ask questions that are relevant for a particular customer segment, to give us the most relevant information. Review collected by and hosted on G2.com.

Learning curve can be a little steep for newbie especially as the interface can be overwhelming. I wish it would be easier for new users to get a feeling about what it is they’re signing up for with more intuitive on boarding tutorials. In addition, the reporting features feel a bit clunky, while at the same time they’re powerful. Time consuming is that, many times, we need to customize reports to adapt to the way we need, more saving steps than is necessary. Review collected by and hosted on G2.com.

What I like best about Medallia Customer Experience is that it lets you discern patterns in customer feedback that aren’t immediately apparent. It helps us notice where the problems keep returning, and what us’ driving happiness, so we can prioritize what is crucial. The deep insights provided from customer emotions helped us adjust our strategy and better engage. As we grow, it learns to ensure we are always on point with customer expectation and one step ahead of potential problems so that our service can be more responsive. Review collected by and hosted on G2.com.

One thing I’ve found challenging about Medallia Customer Experience has been how feedback flows are managed. The system is also very heavy on manual effort to organize insights and carry them across teams. The result of this is that valuable feedback can be delayed in actioning when many departments are involved. The platform provides valuable data but its structured workflow leaves us guessing regarding how swiftly and efficiently to address an issue. In fact, understanding how the data is going to become a meaningful action often requires many steps. Review collected by and hosted on G2.com.

For me, the beauty of Medallia Customer Experience is the opportunity to stop... Take a day... And take stock on the CX journey we as JLR are on with Ipsos and Medallia. A brilliant opportunity to hear about the future state of CX and impending AI technology which will be loaded into the programme in 2025. The broad range of discussion on feature enhancements and ease of integration into MEC is clear and we as a JLR team couldn't be happier with the product and support we receive from the team. Networking with fellow CX professionals both in and out of segment facilitates knowledge sharing and best practice. It's a great event. Review collected by and hosted on G2.com.

It's only one day in London as part of the World tour. Whilst the annual session in Vegas is fantastic it would be incredible to see something of that scale based in Europe which would certainly be easier to get to. Review collected by and hosted on G2.com.

Medallia's ability to listen to our problems and help innovate new solutions alone is worth the investment. This ability complements the state-of-the-art software package Medallia provides for our organization. Review collected by and hosted on G2.com.

We have experienced some reporting limitations in the past, but I know Medallia is committed to improving this service.

Their ability to consult strategically long-term could be enhanced. Review collected by and hosted on G2.com.

Medallia allows you to obtain actionable insights that helps your business create the experiences that you want your customers to have. We all want feedback, but data can easily turn into analysis paralysis. Medallia takes that feedback and makes it digestible so you can do something about it. Review collected by and hosted on G2.com.

There are times the self-service is lacking, but you can get support. However, it comes at a professional service expense. Medallia is solid out of the box, but very customizable. Review collected by and hosted on G2.com.

I get to contantly evaluate the effeciency of my customer experience, it's easy to check all my stats from the app, that is my QA and CSAT. I also love that my one on one notes are easily accessed by both me and my lead, easing communication. Review collected by and hosted on G2.com.

The time taken before a customer gets a review email. It would b nice if it was an immediate pop up after the interaction. Review collected by and hosted on G2.com.

I think what is different about Medallia Customer Experience is how it enables real time customer feedback coming from any channel. This allows us to capture customer sentiment immediately so we can make quick, data backed decisions. The integration with other platforms has been seamless whether it be CRMs and marketing tools, and has made our processes much more efficient. And most importantly, the customizable dashboards are very helpful in tracking key customer experience metrics to take action on important insights instantly. Review collected by and hosted on G2.com.

Medallia Customer Experience has one downside though - new users may find it overwhelming. There are many features on the platform and time is needed to become accustomed to all of them, especially for those without having analytics experience. Also, while the real time insights are awesome, there’s sometimes too much to sort through, which can give me information overload. When time is critical, that can slow down decision making. Review collected by and hosted on G2.com.

It was brilliant to hear from so many other companies that are utilising Medallia, especially so many in the automotive industry. We took away many points to consider with our current survey programs and may implement in the future. It was really interesting hearing about the future features that Medallia will be implementing, alongside where the company is heading regarding AI. Review collected by and hosted on G2.com.

I did not find anything unhelpful about the event, I felt it was very relevant to our industry and plenty of time to network with other people throughout theday. Review collected by and hosted on G2.com.