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Medallia Customer Experience description
Medallia Customer Experience is a software platform that helps businesses understand and improve customer and employee experiences. It collects feedback from various channels, analyzes it using AI, and provides insights to improve customer satisfaction and loyalty. Medallia offers solutions for customer experience management, employee experience, contact centers, and market research. It's designed for medium to large businesses across various industries, helping them make data-driven decisions based on customer feedback.
Who is Medallia Customer Experience best for
Medallia Customer Experience is a robust platform ideal for medium to large businesses in hospitality, software/IT, and automotive, seeking to elevate customer and employee experiences. It excels at real-time feedback analysis, pinpointing areas for improvement and boosting customer satisfaction. However, users note the initial setup can be complex and costly.
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Best fit for medium to large businesses.
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Ideal for Hospitality & Tourism, Software, IT & Telecommunications, and Automotive companies.
Medallia Customer Experience features
| Supported Medallia collects customer feedback via email, SMS, and website surveys. |
| Supported Medallia uses AI to analyze feedback from various sources like surveys, social media, and digital behavior to identify trends. |
| Supported Medallia analyzes feedback and identifies trends using text, sentiment, and thematic analysis, presented in reports and dashboards. |
| Supported Medallia offers robust reporting and dashboard tools to visualize customer feedback data and generate reports. |
| Supported Medallia analyzes feedback across channels, providing actionable insights for improved customer experience. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Medallia Customer Experience reviews
We've summarised 131 Medallia Customer Experience reviews (Medallia Customer Experience G2 reviews) and summarised the main points below.
- Real-time feedback gathering and analysis, including identification of promoters and detractors.
- Comprehensive analytics and reporting capabilities enable data-driven decision-making.
- Strong support from subject matter experts provides strategic guidance.
- Effective in identifying customer pain points and driving continuous improvement.
- Facilitates seamless issue routing and team collaboration for enhanced accountability and problem resolution.
- Difficult and complex initial onboarding requires extensive planning for a successful rollout.
- High cost, especially for implementation and ongoing managed services, requires a substantial budget.
- Integrations, particularly API connectors, can be challenging to implement, requiring technical expertise.
- Limited self-service options necessitate reliance on Medallia's managed services for customizations and reporting, incurring additional fees.
- Complex configuration often requires specialized technical knowledge, including JavaScript coding and intricate role management.
Medallia Customer Experience pricing
The commentary is based on 14 reviews from Medallia Customer Experience G2 reviews.
Medallia offers robust customer experience solutions but at a premium price. Reviews frequently cite the high cost, especially for implementation, customization, and ongoing managed services. While the value is recognized, budget considerations are crucial for prospective users.
Users sentiment
Medallia Customer Experience alternatives
Qualtrics CoreXMBetter for Healthcare, Finance, Retail, Consumer Goods, Education, Real Estate, Hospitality, Software/IT, Professional Services, Marketing, and Automotive industries. A popular Medallia Customer Experience competitor and alternative.Read more
Rival TechnologiesBetter for gathering feedback via mobile. Has a faster website traffic and employee growth. Higher rated by users, who love its mobile-first design and customer success team. Offers more flexible service options.Read more
Insight7Better fit for B2B product teams seeking to analyze customer interview feedback. Insight7 is growing faster and has more momentum than Medallia Customer Experience. More focused on integrations with data sources like Google Drive and Microsoft Teams. Caters to a specific niche, unlike Medallia's broader customer experience focus.Read more
Medallia Agile ResearchMore focused on agile research methodologies. Better for Finance, E-commerce, Retail, Consumer Goods, Marketing & Advertising, and Professional Services. Higher G2 rating. Users highlight ease of use and real-time reporting. However, some users mention limited customization and occasional bugs.Read more
Google WorkspaceBetter for basic file sharing and communication. A Medallia Customer Experience alternative for organizations prioritizing collaboration and productivity tools. Easier to use, with positive pricing sentiment. More suitable for smaller businesses.Read more
Verint Voice of the CustomerBetter for smaller organizations. Higher ratings on G2. Positively reviewed for customer support. Easier to use with better implementation. A Medallia Customer Experience competitor and alternative.Read more
Medallia Customer Experience FAQ
What is Medallia Customer Experience and what does Medallia Customer Experience do?
Medallia Customer Experience is a customer and employee experience management platform. It collects feedback, analyzes it using AI, and provides insights to improve customer satisfaction and loyalty. It offers solutions for customer experience, contact centers, and market research. It is ideal for medium to large businesses.
How does Medallia Customer Experience integrate with other tools?
Medallia Customer Experience integrates with various platforms, though some users find API connectors challenging. It facilitates seamless issue routing and team collaboration for enhanced accountability and problem resolution. However, implementation can be complex, sometimes requiring specialized technical knowledge.
What the main competitors of Medallia Customer Experience?
Top alternatives to Medallia Customer Experience include Qualtrics CoreXM, Avaya Experience Platform, and Qualtrics Customer XM. These competitors offer similar customer experience management functionalities, often with varying pricing and feature sets. Consider exploring these options to find the best fit for your business needs.
Is Medallia Customer Experience legit?
Yes, Medallia Customer Experience is a legitimate customer experience management platform. It's known for real-time feedback analysis and comprehensive reporting. However, users mention the high cost and complex setup as potential drawbacks. Consider exploring alternatives if these are concerns.
How much does Medallia Customer Experience cost?
Medallia Customer Experience doesn't publicly disclose its pricing. Contact their sales team to obtain a customized quote based on your specific customer experience needs and desired features.
Is Medallia Customer Experience customer service good?
Medallia Customer Experience's customer service receives mixed reviews. Users praise the knowledgeable and helpful support team, particularly during implementation. However, some find the support model archaic and inefficient for routine issues, preferring more self-service options. Overall, satisfaction with support seems tied to the specific team and project.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.