About Medallia

Medallia is a text analytics solution that uses AI and machine learning technologies to enhance customer, employee and product experiences by detecting user patterns, needs and behaviors. It allows administrators to set up organizational hierarchy and access rights to ensure the distribution of information and insights based on user roles and responsibilities.

Medallia's customizable dashboard captures and analyses data from multiple channels including white-label email surveys, web intercepts and in-app feedback, facilitating customer lifecycle management. Managers and leaders can gain insights into employee experiences across all stages, from talent acquisition to training and offboarding. Additionally, users can evaluate products by conducting concept test...


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Supported Operating System(s):

Web browser (OS agnostic)

24 Reviews of Medallia

Average User Ratings

Overall

4.46 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(12)

12

4 stars

(11)

11

3 stars

(1)

1

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 24 results

December 2018

Bojan from Arcus Net - Call Center Activities & Services

Verified Reviewer

Company Size: 11-50 employees

Industry: Outsourcing/Offshoring

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2018

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.

April 2018

Anonymous

Verified Reviewer

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

4.0

Functionality

5.0

April 2018

Excellent from introduction to implementation. It was first rate.

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.

February 2019

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

2.0

Functionality

2.0

February 2019

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.

July 2020

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

July 2020

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.

December 2019

Patrick from Hospitality America

Company Size: 501-1,000 employees

Industry: Hospitality

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

December 2019

Great central location for reviewing reviews

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.