--- title: Mindful by Medallia Reviews meta_title: 'Mindful by Medallia Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter reviews by the users' company size, role or industry to find out how Mindful by Medallia works for a business like yours. aggregate_rating: rating_value: 4.8 review_count: 6 scale: '5' date_modified: '2026-04-30' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Mindful by Medallia Reviews **Vendor:** Medallia **Category:** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) **Average Rating:** 4.8/5.0 **Total Reviews:** 6 ## About Mindful by Medallia Mindful is a best-in-class customer experience solution for the world’s biggest brands. For us, customer-centricity is key—so we bridge the gap between experiences, bringing customers the help they need at a time that’s best for them. Mindful adds emotional intelligence to every interaction by transitioning customers across channels like voice, digital, text, and in-person to provide a premier experience for customers, an empowered experience for agents, and peak efficiency for brands. • Winning the customer journey is critical to a thriving brand, and Mindful bridges the gaps between disconnected experiences. • Digital dead ends are replaced by no-code call schedulers, carrying context over for the customer while creating predictable queue volume. • Traditional hold times are a thing of the past by providing premier callback in the IVR. • Customers expectations are managed with status updates and options to reconnect via SMS. The biggest Fortune 500 brands have been using Mindful to improve contact center metrics like AHT, ASA, Abandonment, and agent happiness. Satisfaction metrics like CSAT, NPS, CES are also improved thanks to seamless transitions and agent preparedness. It all comes together for the very best customer experience that drives revenue and loyalty. ## Mindful by Medallia Reviews ### 1. Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** James R. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2024 **What do you like best about Mindful by Medallia?** It is really easy to use for agents, supervisors and administrators. **What do you dislike about Mindful by Medallia?** The transcription is not great. It struggles with a lot of common words and phrases. **What problems is Mindful by Medallia solving and how is that benefiting you?** Mindful is providing customer feedback to our team. ### 2. Robust and user-friendly tool **Rating:** 5.0/5.0 stars **Reviewed by:** Derick H. | Training and Communications Partner, Mid-Market (51-1000 emp.) **Reviewed Date:** August 17, 2022 **What do you like best about Mindful by Medallia?** The tool is very simple to set up and easy to use while being robust enough to provide all of the CSAT and NPS data we could ever need. The Mindful team has also been very accommodating in providing us with thorough and prompt support throughout our partnership. **What do you dislike about Mindful by Medallia?** In the year+ we have used Mindful we have not run into any aspects we do not like. **What problems is Mindful by Medallia solving and how is that benefiting you?** Mindful has allowed us the ability to gain customer insights we had not had access to in the past. With these insights, we have been able to understand how to better support our phone team (improved refresher training programs, improved new hire onboarding experiences, and improved opportunities for agent coaching) allowing us to better serve our customers. ### 3. State of Connecticut Department of Social Services **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2022 **What do you like best about Mindful by Medallia?** I like the flexibility of being able to pivot quickly while maintaining exceptional customer service. The ability to enable or disable additional features for optimization allows us to maximize our return on investment. **What do you dislike about Mindful by Medallia?** Not having a designated resource with background knowledge of your business to assist at a moment’s notice. All issues are always resolved but having a dedicated resource assigned to your organization will help to identify and resolve issues much quicker. **What problems is Mindful by Medallia solving and how is that benefiting you?** Mindful is helping to reduce the physical wait-time of our callers, allowing them to be able to carry on with their day while they wait in the virtual queue. This has been extremely beneficial as we’ve been able to reduce our call wait time significantly while providing a more rewarding customer service experience. ### 4. Helped save our NPS **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2022 **What do you like best about Mindful by Medallia?** The tool is easy to use, and our customers greatly appreciate the call back functionality **What do you dislike about Mindful by Medallia?** I do wish that we could buy fewer contacts **What problems is Mindful by Medallia solving and how is that benefiting you?** Mindful helped us during peak times to keep our customers off hold and in their minds out of the queue. Folks are much less agitated when they don't have to hear 25 minutes of hold music before an agent can address their need. ### 5. Incredible customer service! **Rating:** 5.0/5.0 stars **Reviewed by:** Brianne C. | Client & Dealer Liaison Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2022 **What do you like best about Mindful by Medallia?** Everyone that I've had the opportunity to meet at Mindful Feedback has always been so helpful! Timely follow-ups and friendly service! **What do you dislike about Mindful by Medallia?** The portal is user-friendly. I would say the only thing that needs work is the talk-to-text on occasion. It does not always translate word for word what the customer has recorded. Still a neat feature to have! **What problems is Mindful by Medallia solving and how is that benefiting you?** nothing outstanding at the moment ### 6. Excellent Customer Service Experience. System working well, very rare issues. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 29, 2022 **What do you like best about Mindful by Medallia?** the System experience. Big thanks to Alejandro Chavez for all his assistance. **What do you dislike about Mindful by Medallia?** I have nothing to say on that. we like everything. **What problems is Mindful by Medallia solving and how is that benefiting you?** post call surveys. - [View Mindful by Medallia pricing details and edition comparison](https://www.g2.com/products/mindful-by-medallia/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-13+19%3A01%3A41+-0500&secure%5Bsession_id%5D=2a015c9c-f953-4b6f-b163-d6faa4a0ab8c&secure%5Btoken%5D=29f711e94caad851832996788025645ab025919ca9cfeb5b72b3c56281ff4708&format=llm_user) ## Mindful by Medallia Features **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Analytics** - Net Promoter Score (NPS) - Customer Satisfaction (CSAT) Score - Customer Effort Score (CES) - Gamification **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Agentic AI - AWS Marketplace** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Customization** - Stakeholder Management - Multilanguage Support - Multiple Branding Support - Vertical-specific Solutions **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Experience Management** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance ## Top Mindful by Medallia Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,466 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,441 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)