Medallia Customer Experience Reviews & Product Details

Medallia helps the marketing team to tie the actual customer sentiment to specific campaign elements. We can sift feedback by the channel it is being delivered and read comments directly relating to its effectiveness, such as an email shot. This truly transformed the way we do creative asset pre-launch reviews prior to a large launch Quite another fascinating feature is that themed customer quotes are easy to extract and shared by the team during the agile sprints. Review collected by and hosted on G2.com.

The process of integrating our historical marketing campaign IDs so that we can analyze them was more complicated than expected. It is not a simple mapping but it involved some data preparation. Creating highly specific custom-made reports regarding the effectiveness of a campaign also required some concentration learning time to conquer. Review collected by and hosted on G2.com.

I love that I can get instant actionable feedback and implement changes right away. I can measure CX in an easy format and share dashboards with users across the organization in a way that is personalized to their role. Our store users are able to respond to customers same day and build relationships. Review collected by and hosted on G2.com.

Sometimes, there are aspects to the platform that seem easy to add but are told it isn't possible. AI is also an upcharge. Review collected by and hosted on G2.com.

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 of those open-ended questions in our surveys. In general, Medallia has been a great support for 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 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 interest in improving the experience of those of us who use the platform day by day Review collected by and hosted on G2.com.

I would like the tools to be launched in Spanish as well and not rely on a beta in English. 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.

Our Medallia Team and Agile Research platform for ad hocs and market research Review collected by and hosted on G2.com.

Building dashboards could be simplified a bit Review collected by and hosted on G2.com.

the people are helpful and they try to improve our business and care about the cx practice. is a bit better for standing up dashboards Review collected by and hosted on G2.com.

Poor at 360 feedback passive and active signals. new leadership team may get it back on track but they were way behind what we needed and had to build a lot of things in house and will looked at Qualtrics as an alternative. Review collected by and hosted on G2.com.

Medallia is very intuitive and easy to use. Their team are supportive and strive to work with our business to continually improve all elements of our customers experience Review collected by and hosted on G2.com.

Sometimes resending surveys can be time consuming - this is necessary when emails bounce or customers accidentally delete them. Review collected by and hosted on G2.com.

the MEC platform and its continuously improved capabilities, Admin suite (self-admin environment), Contact support/Knowledge Center platform, modules for ad-hoc surveys Review collected by and hosted on G2.com.

genAI functions still not available in other languages than English. Our service team (that changes far too often) sometime lacks knowledge of our program and thus quality and speed of delivery lacks behind, Pricing model (esp. for smaller programs), Review collected by and hosted on G2.com.