Medallia Experience Cloud
¿Qué es Medallia Experience Cloud?
Medallia es una destacada solución a nivel mundial en gestión de la experiencia y la participación. Está diseñada para ayudar a todos, desde la primera línea hasta los ejecutivos, a reconocer las necesidades del cliente a través de información procesable para evangelizar a tu organización y lograr que los clientes regresen y gasten más. Esta plataforma basada en la nube capta un amplio y detallado espectro de datos a partir de comentarios solicitados y no solicitados y ofrece información inteligente para ayudar a guiar a los empleados en la toma de las decisiones diarias.
¿Quién usa Medallia Experience Cloud?
Organizaciones de todos los tamaños que desean que todos, desde la primera línea hasta los ejecutivos, reconozcan las necesidades de los clientes y dispongan de las herramientas para crear experiencias y lograr que los clientes regresen y gasten más.
¿Tienes dudas sobre Medallia Experience Cloud?
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Opiniones de Medallia Experience Cloud
Bojan
The best way to measure and record your customer satisfaction
Puntos a favor:
If you are a customer facing organization such as a hotel and struggle to deal with customer feedback, it's time to digitalise. Medallia is a great software for hotels, I've used it in 2 hotels and never had issue. Customer feedback was easily collected from customers through customizable surveys and the data ranked. It is important to train your front line to collect customers emails in order to get a higher respose rate and improve your NPS. Works with most of the CRM's.
Puntos en contra:
No issue. Many reporting capabilities. I was very happy with the product.
Usuario verificado
Manage Customer Relations in One Place
Comentarios: I am overall very satisfied with Medallia. It is perfect for dealing with customer relations across numerous websites. There is also a lot of data provided which can be useful to the organization. The interface makes the experience for the user good as information is presented well and is easy to find. The app is also a must get as it sends you a notification after a review has been left.
Puntos a favor:
I like that all the customer reviews are in one place and I am able to reply to them on the website. I also like the analytics that are provided. These analytics can also be exported, so I can apply advanced statistics on any of the data with Python if I wish to. The user interface is also modern and information is mostly easy to find.
Puntos en contra:
I wish there were more statistical analysis done within the website. I would like to see predictive analysis calculated for the business. This is very important for hotels and other businesses. I can export the data and do it myself, but having it done in Medaliia would be very convenient.
Respuesta de Medallia
hace 2 años
Thank you for your review. We continually invest in the analytical capabilities of Medallia and customer feedback, like yours, to help us prioritize our roadmap. We are in the process of adding additional features to address your feedback regarding predictive analytics. Please reach out to your Medallia success team or ask questions directly on our Help Site - https://help.medallia.com.
Usuario verificado
High Total Cost of Ownership
Puntos a favor:
It just works once extensive setup is in place.
Puntos en contra:
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.
Usuario verificado
Excellent from introduction to implementation. It was first rate.
Comentarios: Improved performance from front line agents as well as leadership who really have embraced the new tools.
Puntos a favor:
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.
Puntos en contra:
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.
Usuario verificado
Medallia wins again
Comentarios: Medallia is a magnificent product geared to reach your maximum customer service potential in your business if you’re a large corporation it’s a mistake not to use this service
Puntos a favor:
The ability to build surveys and not only get feedback from customers but employees as well to improve the workplace
Puntos en contra:
There is no tutorial or training given in my company on how to use this it’s sinker swim and that may be directly related to my management and not others in the company remember management sets the tone and ease of the work environment
