Medallia Customer Experience Pros and Cons

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.

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.

To my mind, the strongest side of Medallia Customer Experience is the possibility to gather feedback in many ways. As we have got different approach of collecting data from the customers such as surveys and social media, we have got good chance of getting picture of customers. I particularly like the fact that questions can be tailor made based on the various interactions made, and therefore more specific and useful feedback. This flexibility has greatly increasing knowledge and customer response capability. Review collected by and hosted on G2.com.

I’ve found one example where Medallia is one of those things that has had difficulty sometimes in navigating the reporting features. The layout is useful but it’s a bit confusing sometimes especially when you want to try and pull certain data. As a result, I’ve often gotten frustrated with trying to locate exact metrics during critical reporting periods. Also, these real time alerts can be overwhelming, especially during busier times, with so much coming at you, you don’t really know which feedback requires immediate attention. 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.

Getting timely feedback and identifying both promoter and detractor drivers with relative ease

Access to unlimited number of surveys and the ability to synthesize huge volume of feedback using embedded AI features

Feeling supported bu subject matter experts who are always there to provide strategic guidance

Feeling closer to the customer and having the opportunity to close the loop to improve experiences Review collected by and hosted on G2.com.

1. Cost: This is a premium product and organizations need to think about a proper implementation plan to get the most of the benefits

2. Medallia extensive set of features can make initial onboarding a little challenging. Companies need to plan for a proper rollout or else will spend a lot of time and money fixing a lacking initial implementation

3. Integrations can be a little difficult to implement - My technical team struggled with the API Connectors Review collected by and hosted on G2.com.

I liked that we got to spend time with the technology partners to gain insight into the inner workings of their platforms. The breakout sessions were great at finding what works and what doesnt work for our company. I also like that we had time to spend one on one with the experts to answer all of our questions and concerns. Review collected by and hosted on G2.com.

I really dont have any dislikes of the Experience. I thought everything was great! Review collected by and hosted on G2.com.

I like the interface; it helps me visualize my guests' experience from various angles. It makes my job much easier by summarizing all the surveys we receive into digestible data. Additionally, they are always innovating, which is very positive. Review collected by and hosted on G2.com.

I believe that sometimes the interface has areas of opportunity in user interaction management. There are some 'quality of life' improvements that would be very beneficial, such as automatic saving of action plans, among others. I would also recommend changing the data search feature, as it can be tedious when needing to sample more than 5 data points. Review collected by and hosted on G2.com.