Medallia Reviews & Pricing

by Medallia, Inc. | Founded 2001, San Francisco, CA

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Categories:

Customer Experience Software
NPS Software
Text Analysis Software
Voice of the Customer Software
...

What is Medallia?

Industry Specialties: Hospitality, Computer software, Retail, Telecommunications, Restaurants, Financial services, Real estate, Insurance, Automotive, Banking

Medallia is a scalable and secure cloud-based platform that delivers data-driven analytical modules to manage customer and employee experience. It helps teams capture signals across every touchpoint by enabling customer engagement through the web, email surveys, messaging, mobile feedback, IVR processes, IoT devices and other digital channels. Users can optimize workforce experience by leveraging data to analyze survey insights, measure talent lifecycles and deploy role-based dashboards. Qualitative insights and real-time alerts provide a complete picture of personnel and customer profiles, empowering organizations to identify opportunities on both ends.

Marketers can test prototypes, target user segments, visualize journeys and collect feedback on product attributes through A/B tests and product feedback management. Real-time integrations are available with Slack, Workplace by Facebook, Salesforce, Marketo and other legacy connectors.

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User Sentiment i

Based on 153 reviews:

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#4

Medallia is ranked #4 on the top 10 Customer Experience Software leaderboard based on a comprehensive analysis performed by SelectHub research analysts. Compare the leaders with our In-Depth Report.

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Medallia Pricing

Based on our most recent analysis, Medallia pricing starts at $20,000 (Annually).

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Starting From: $20,000
Pricing Model: Annually
Free Trial: No

Training Resources

Medallia is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Medallia:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Medallia Benefits and Insights

Why use Medallia?

Key differentiators & advantages of Medallia

Increased Revenue: Medallia Experience Cloud helps you identify areas where customers are having negative experiences, allowing your company to address these issues and improve customer satisfaction, leading to increased revenue and customer loyalty.
Reduced Costs: By streamlining processes and automating tasks, Medallia can help your company save money on customer service and support costs. Additionally, by identifying areas where customers are having problems, you can proactively address these issues and prevent them from becoming more costly down the line.
Improved Customer Satisfaction: Medallia provides you with the tools you need to collect and analyze customer feedback, so you can understand what your customers want and need. This information can then be used to improve your products, services, and overall customer experience, leading to increased customer satisfaction and loyalty.
Enhanced Employee Engagement: Medallia can help you create a more positive and engaging work environment for your employees. By providing employees with the tools and resources they need to do their jobs effectively, you can improve employee morale and productivity.
Stronger Brand Reputation: By providing a better customer experience, Medallia can help you build a stronger brand reputation. This can lead to increased customer loyalty, positive word-of-mouth marketing, and a more competitive advantage in the marketplace.

Industry Expertise

Medallia specializes in customer experience management (CXM) solutions, offering a cloud-based platform that helps businesses gather, analyze, and act on customer feedback to enhance customer satisfaction. Their software is ideal for businesses aiming to improve their customer experience and gain valuable insights from various sources like surveys, social media, and online reviews.

Medallia Reviews

Average customer reviews & user sentiment summary for Medallia:

153 reviews

91%

of users would recommend this product

Medallia has a 'excellent' User Satisfaction Rating of 91% when considering 153 user reviews from 4 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of Medallia reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Reduces Customer Churn: Medallia Experience Cloud helps to identify at-risk customers and take steps to prevent them from leaving, which is crucial for maintaining a healthy customer base and driving sustainable growth.
Improves Customer Acquisition: By understanding what potential customers are looking for, businesses can tailor their marketing and sales efforts to better attract and convert leads, ultimately expanding their customer base.
Drives Customer Loyalty: By consistently delivering positive customer experiences, businesses can foster loyalty among their customers, leading to repeat business and positive word-of-mouth referrals.

Cons

Usability Issues: Users report the platform can be cumbersome and counterintuitive to navigate, especially for those new to the system. The interface is not always user-friendly, leading to frustration and a steep learning curve.
Reporting Limitations: Generating specific or customized reports can be challenging due to the platform's rigidity. Users often find it difficult to extract the exact data they need, hindering in-depth analysis and actionable insights.
Mobile App Concerns: The mobile app version of Medallia receives criticism for its limited functionality and performance issues. Users often prefer the desktop version for a more comprehensive experience, limiting on-the-go accessibility.
Integrations: Integrating Medallia with other business systems and tools can be complex and may require additional technical expertise or support, posing challenges for seamless data flow and workflow optimization.

Researcher's Summary:

Medallia has garnered a reputation for its robust feedback collection and analysis capabilities, enabling businesses to gain comprehensive insights into customer sentiment. Users appreciate the platform's ability to gather feedback across various channels, including surveys, social media, and online reviews, providing a holistic view of the customer experience. The platform's text analytics feature is particularly noteworthy, as it allows businesses to automatically identify key themes and trends in customer feedback, saving time and effort. However, some users have expressed concerns about the platform's complexity, which can make it challenging for new users to navigate and fully utilize its features. Additionally, the pricing structure can be a barrier for smaller businesses with limited budgets.

Compared to its competitors, Medallia stands out for its advanced analytics and reporting capabilities, providing businesses with actionable insights to improve customer experience. The platform's ability to track customer sentiment over time and identify areas for improvement is a significant advantage. Moreover, Medallia's integration with other business systems, such as CRM and marketing automation platforms, allows for a seamless flow of customer data, enabling businesses to personalize interactions and improve customer engagement. However, some competitors offer more user-friendly interfaces and more affordable pricing options, making them attractive alternatives for businesses with specific needs and budget constraints.

Medallia is best suited for large enterprises with complex customer experience needs and the resources to invest in a comprehensive solution. The platform's advanced features and scalability make it ideal for organizations looking to gain deep insights into customer sentiment and drive significant improvements in customer satisfaction and loyalty. Smaller businesses or those with simpler customer experience requirements may find other solutions more suitable and cost-effective.

Key Features

Omnichannel: Capture customer data at all touchpoints through branded surveys, in-app feedback, reviews, web intercepts, messaging platforms, call and chat recordings, and IVR systems. Understand customer journeys and optimize engagement through omnichannel feedback.
Segmentation: Use targeting tools to deliver personalized interactions, predict customer behavior and identify opportunities and model attrition risks.
Reporting and Analytics: Gain actionable insights into product visibility and customer sentiment through dashboards. Continuously sync based on the organization's dynamic structure. Display data points in real time using in-memory analytics.
Case Management: Effectively resolve customer issues by assigning role-based workflows, sending push notifications and automating escalations. Use built-in templates to deliver personalized interactions.
Feedback Management: Collect feedback from multiple channels and use controls to ensure accurate results. Gather reviews at crucial movements and prevent over-sampling.
Artificial Intelligence: Evaluate and forecast customer sentiment, analyze comments and identify at-risk customers, common themes and critical issues. Gauge program health through performance assessments.
Reputation Management: Capture comments from more than 25 social media sites like TripAdvisor, Twitter, Facebook and Google. Set triggers to receive alerts for new reviews and respond within the system. Maintain the business’ online reputation by boosting search engine results and reviewing comments for rival companies.
Integrations: Share data in real time, automate processes, trigger campaigns and manage workflows using RESTful APIs. Leverage connections with Slack, Workplace by Facebook, Salesforce, Marketo and more.
Text Analytics: Derive actionable insights from textual feedback. Analyze text from surveys, review sites, social media, emails, agent notes and more.
Mobile App: Receive real-time feedback results, assign role-based dashboards and reply to emails within the app.

Suite Support

Email: Not specified. Instead, fill out a form and select “support” in the inquiry dropdown for system-based help.

Phone: Not specified.

Training: The vendor provides self-paced, private and in-person and virtual training sessions. Log in to access the knowledge center.

Tickets: Not specified.

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Awards

SelectHub research analysts have evaluated Medallia and concluded it earns best-in-class honors for Feedback Channels. Medallia stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.