Medallia Experience Cloud Reviews

Advantage and Disadvantage of Medallia

Pros:

I like the way it shows simple dashboards and quick reports about NPS, Satisfaction Rate, and Verbatims.

Cons:

Due to data privacy and system limitation, sometimes, it doesn't show some data views that we need such as NPS scores per recruiter. Instead, it only shows by hiring manager. We just think that Medallia is somehow not that flexible in giving us power to tweak the existing reports.

Ease of use

Pros:

The easy way to see what customers are saying and where improvements are needed.

Cons:

The ease at which customers can post untruths or straight up lies.

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.

Medallia wins again

Comments: Medallia is a magnificent product geared to reach your maximum customer service potential in your business if you’re a large corporation it’s a mistake not to use this service

Pros:

The ability to build surveys and not only get feedback from customers but employees as well to improve the workplace

Cons:

There is no tutorial or training given in my company on how to use this it’s sinker swim and that may be directly related to my management and not others in the company remember management sets the tone and ease of the work environment

Manage Customer Relations in One Place

Comments: I am overall very satisfied with Medallia. It is perfect for dealing with customer relations across numerous websites. There is also a lot of data provided which can be useful to the organization. The interface makes the experience for the user good as information is presented well and is easy to find. The app is also a must get as it sends you a notification after a review has been left.

Pros:

I like that all the customer reviews are in one place and I am able to reply to them on the website. I also like the analytics that are provided. These analytics can also be exported, so I can apply advanced statistics on any of the data with Python if I wish to. The user interface is also modern and information is mostly easy to find.

Cons:

I wish there were more statistical analysis done within the website. I would like to see predictive analysis calculated for the business. This is very important for hotels and other businesses. I can export the data and do it myself, but having it done in Medaliia would be very convenient.

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.

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.

Robust reporting to keep a pulse on what the customer thinks.

Pros:

Real-time data and dashboards from multiple administration views. Filtering to exact data is easy to navigate and information is easy to share.

Cons:

There aren't many cons. This software gives pertinent real-time data that helps me drive business decisions. Targets are sometimes hard to reach and those targets must be strategized offline.

Can get a little confusing

Pros:

Lot's of information given when looking at surveys, very helpful

Cons:

For a new user, not super user friendly. Lots of coding you need to know to read the info about the member to be able to answer.

Medallia has been a revolutionary product for our company as a whole.

Comments: NPS score, rankings, an open platform for our members to give their honest feedback.

Pros:

I love the fact that you can see your club versus other clubs. Being able to look at your rank really helps your team see where you fall in regards to other clubs across the nation. I also like how many reports you can get on your dashboard. Having a quick look helps you and your team be able to look back and see where you're falling in response to the things that you are implementing.

Cons:

I wish that we had customizable options for the case processing function. I want to be able to remove aquatics section, kids club, etc. I want to add other items that are not on the list.

Important for any customer service department/Organization.

Comments: Excellent tool. I can have a better understanding of what customers are telling us via the surveys and what are their needs.

Pros:

Reports, customers comment and the full chart of the department i manage. Has a full view of what are the strengths and weakness. Can plan according what its been pointed on each feedback.

Cons:

When downloading reports most of the time webpage is slow as ever and it gives a hard time.

Medallia is the best

Pros:

The software is very intuitive, and the surveys are very "clean" and easy to navigate. There is a wide variety of reporting analytics that contain much rich data. This can really help improve processes and procedures and give insight into the types of people answering the surveys.

Cons:

While the software as a whole is really intuitive, the skip logic is not the easiest to navigate without initial guidance. However, I found that it works extremely well for most circumstances once you do know how to navigate it.

Customer feedback in real time

Comments: Overall, it allows for instant recognition of employees and the ability to analyze feedback.

Pros:

Medallia is a great tool to receive customer feedback in real-time. Having instant, constructive feedback allows us to recognize outstanding employees as well as improve our customer experience. I also love the templates that allow us to respond to customer comments.

Cons:

Nothing. I absolutely love it. It has great feature all around from Instant feedback to simplified customer replies...

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.

Best in the space

Pros:

The most complete solution and certainly best of breed in the Net Promoter Score space Can handle the complexity of customer experience journeys.

Cons:

Price Point. Only dealing with large implementation, large complex enterprises, not an SMB solution Long implementation lead times.

Industry Standard for Customer Feedback

Comments: Medallia has helped us to get customers feedback and make improvements that give customers more value.

Pros:

It allows you to get honest and real time feedback from customers. The software allows customers to rate your business in multiple aspects and give feedback in their own words.

Cons:

This software isn't the easiest to access and share among co workers, often reviews are screenshotted to be shared.

Customer feedback in full

Comments: Fantastic on boarding and support

Pros:

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!

Cons:

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

Service agent reviews

Pros:

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.

Cons:

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.

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.

Good window into customers experience

Comments: The viewing of customers input is fast, simple, and always helpful.

Pros:

I like that the software gives customers the ability to provide not only a numerical rating system, but also a chance to put their experience into words.

Cons:

I feel like the surveys can be a little too vague sometimes, making it difficult to accurately describe the events of their visit pertaining directly to my performance.

Medallia helps you know and respond to your customers

Comments: We look at how we are doing all across many social media platforms with this software, which saves time. We discuss as a team what opportunities we can control based on responses, and make action plans to address them. It has good reminder icons to help us respond in a timely manner to positive and negative reviews.

Pros:

It is simple to learn, has many features that are able to be customized. It gives quick snapshots of satisfaction scores as well as deeper dives into trends of our business.

Cons:

You have to be discerning about how much detail you want to know, it can get overwhelming quickly. We use it to find the places we have missed the mark.

Medallia Product Review

Comments: Medallia is very helpful in gauging how well a salesperson is actually performing with creating a quality buying experience for clients. At the end of the day the software is only as good as the quality of information users input into it, but the software itself does a nice job of creating a medium for feedback.

Pros:

I liked that Medallia allows my clients to give feedback to me on how I handled them throughout the sales cycle, it gives me an actual score of how well I performed which I can use to improve future customer experiences.

Cons:

The software is sometimes intimidating for me because most customers do not respond to the survey or get mad about being asked for feedback. Therefore only people who were really upset about the service they received respond extremely negatively and are not helpful with their feedback.

It is a great tool to hear what our members needs, still learning all the features that are offered.

Comments: We collect a lot of insights and data from our members using this.

Pros:

The Reps are amazing and so helpful! There are a lot of functions built into Medallia. My company and I are working to learn everything it can do and show us. They break down a lot of data and really show us how to analyze what is happening in our clubs.

Simple Tool Great Results

Comments: For a lot of industries, return on feedback is difficult. This tool has helped us increase that return.

Pros:

It's really easy for users to request feedback from customers. The format is for the most part fool proof and self explanatory.

Cons:

We've come across issues with having completed reviews feeding into our website. We've been having integration challenges for some time.

Personalize your Survey Campaigns

Pros:

I really like the ability to establish either relationship or deal review campaigns at the company or opportunity level. When you have such a large spread of potential recipients from procurement thru LOB executives, you really want to tailor the questions and experiences with them in mind.

Cons:

What I really do not like about the NPS score, is that you require at least a good sample of 20 plus responses to the surveys to really start to calibrate the scoring model. Unfortunately, on some sales and relationship pursuits, there are barely three to five key client participants that you would want to survey with from the onset.