Categorie: Software de feedback de 360 graus / Software de gerenciamento de reclamações / Software de experiência do cliente / Ferramentas de mapeamento da jornada do cliente / Software de fidelidade do cliente / Medallia Experience Cloud Reveja
Medallia Experience CloudAvaliações: 22 | Classificação geral: Boa
Medallias award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalized and predictive insights that can drive action with tremendous business results.
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.
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.
Learning curve may be steep for first time users
It's really easy for users to request feedback from customers. The format is for the most part fool proof and self explanatory.
We've come across issues with having completed reviews feeding into our website. We've been having integration challenges for some time.
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.
People are able to post what ever they want and too many negative statements are often allowed on this site that can be negative toward a new employee.
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.
There are not many cons to this as it is a basic system where customers can share their feedback with us.
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.
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.
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.
I love using mediallia cloud surveys.it let's me see what costumers have to say about my crew and myself.
Only cons is sometimes medallia c loud will highlight red words that are good.it supposed to only high bad things in red
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.
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.
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.
Nothing. I absolutely love it. It has great feature all around from Instant feedback to simplified customer replies...
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.
Only one question was required to answer about my customer experience.
There were no additional questions to ask about my customer experience.
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!
Harder to set up but worth it. The support team is wonderful and responsive
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.
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.
This may be more due to how we used it and the amount of data I had access too but it could be challenging at time to sort through all the options to find what I needed. It was usually easier to bookmark the pages that had what I needed most often.
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.
No issue. Many reporting capabilities. I was very happy with the product.
Reporting is only based on buzzwords, there are no dynamic reports or filters
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.