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.
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Xoxoday Empuls
Score 7.0 out of 10
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Xoxoday Empuls is designed to help teams move together - aligned to a single vision and able to share meaningful, immediate and personal messages at scale. Whether its about a new employee onboarding, or wishing someone's birthday, or participating in a marathon, all of it can happen in Empuls groups. With Xoxoday Empuls, the user can build a collaborative company culture with features like feeds, announcements, groups, chats, and notifications.
Medallia is best for customer experience feedback. This will allow you to analyze and understand their current experience with the service you are providing. You will not [only] understand what specific point you are lacking, but you will also know which point they are happy with. Using the data provided, you can take necessary actions on how to improve and elevate your customer's experience.
Xoxoday Empuls is very much suited for its purpose within our organization - Employee Rewards and Recognitions. Not that it is less appropriate to also be a communication hub for technical/work-related stuff, but I would prefer for it to have its sole purpose for rewards and recognitions. It has gained a special and HAPPY reaction within me, whenever a Xoxoday email pops out of my notification box. "Oh, someone is celebrating their work anniversary! Let me congratulate this person and appreciate all the assistance he/she provided me for the past xx years" or "Someone awarded me? Great! Thank you so much". I wouldn't want Xoxoday to have another purpose than helping me increase my happy hormones.
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.
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
Medallia does not only gives us convenience. It also gives us an opportunity to solve real-time feedback and create real-time solutions. The platform is easy to use, with a dashboard that could help our agents check their progress on a daily basis. I am particularly impressed with the platforms' ability to provide high attention to detail without compromising the sleek design that gives a professional vibe.
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.
