Medallia is an enterprise customer feedback solution that allows companies to collect customer feedback across multiple channels and touchpoints, and analyze, understand and react to it in real time.
N/A
Worktango
Score 8.8 out of 10
Mid-Size Companies (51-1,000 employees)
The Kazoo Employee Experience Platform aims to bring together everything needed to create a high-performing, connected culture regardless of where employees work or what device they use. The vendor states that by combining Goals & OKRs, Recognition, Feedback, Conversations, and Incentives within a single platform, employees become more engaged, managers become better leaders, and productivity and business performance soars. The vendor positions the Kazoo Employee Experience Platform as the…
Any customer service industry would benefit from implementing Medallia. This is your one-stop-shop for everything surveying and data analytics. I have personally seen this successfully implemented in both software companies and retail. Medallia offers multiple integration options to create connected applications in your business. This is designed as an enterprise solution, smaller businesses may find it difficult to justify the cost.
The recognition piece is the biggest, most important piece of the whole software in my opinion. It cultivates an environment of teamwork and appreciation and has been a huge culture-builder for us! We love using Kazoo.
Our service model does not provide any ownership over the platform. We have to engage our Medallia Project Team to build surveys, troubleshoot issues, make changes to surveys, reports, and dashboards, resulting in long turnaround times and inefficiency.
Medallia charges for both "units" and users. "Units" are defined as named individuals in surveys, but don't have log-in privileges. In our case, they are customer service agents or business consultants that engaged with the client but are not part of our closed-loop case management process or access to the platform.
The ability to create custom reports as admins would be a nice feature.
A feature that allows managers of the employees to be loaded into YEI and then they can receive a breakdown of the recognition of their direct reports periodically would be a nice feature.
Ways for the employee to create their own reports to see their own receiving and giving metrics.
Medallia's user interface is simple and intuitive for the end-user. Everyone in our organization from the CEO to store level team members use Medallia to see how we are delivering experiences for our customers. From an administrative side, I would rate Medallia closer to a 7.5, but this part of Medallia is not used as often post-implementation. That being said, you will need a technical/IT resource on staff or will need to pay a premium to a 3rd party to manage it for you.
Medallia is always there to answer questions and/or support our needs. In some cases it does require a PO if the request does not fall under normal support, but that does not change the fact that they are very responses and available to support your needs
We are also using Salesforce.com for our customers/clients' records, usage, cases, and such. Like Medallia, we are using Salesforce.com to understand the different account usage based on the services we provide. With the data provided by Salesforce.com, we would understand where we are lacking, which parts we are strong in, and which part of the service needs improvement. All in all, both products are very helpful and, [conveniently,] both are integrated into one another.
I have just started using Lattice as an Admin, and I think Kazoo had more customizable options where you could add your info to instructions and supporting documentation. Kazoo also had better customer support.
It does play a big role when we are running a referral campaign. Referral greatly affects sales and retention since customers are bringing in new clients/customers.
It helps our organization keep track of the accounts that are most likely to churn by checking their feedback and knowing how we can improve our service.
