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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Zendesk Suite
Score 8.8 out of 10
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Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
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.
Benefits of Zendesk Suite: Support across channels In the case of a retail company with chat, email, WhatsApp and social DMs all piling up together, agents do not have to change tabs - everything comes into one screen in the Suite. An example could be a representative for this e-commerce company on a sale weekend when they have live chat up, and also must deal with emails and complaints on social. Zendesk Suite handled all of this interaction seamlessly. Knowledge base + self service: A SaaS platform receiving constant flow of "how do I reset my password" questions. You set up a help centre once, and are able to deflect hundreds of tickets for months and years. Even better when combining with Answer Bot, where the bot begins suggesting articles without even a human interacting with the tickets. Scaling customer service teams: A startup that has just expanded from 5 customer service representatives to 50 customer service representatives. Zendesk Suite automates routing, SLAs, macros, and analytics, when it could never work with Google Workspace + sticky notes. This is especially helpful when managers want to be able to report or analyze ticketing conversations to see trends in perhaps their backlog, or a customer service representative is running into consistent workflows. Globalization: A company with support teams that are spread across time zones and languages. Zendesk Suite enables for business hours, language packs, and localized help centers. It even comes with routing either by skill or region
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.
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
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.
I used to work without a ticketing service, and everything was handled on an email provider, this made it very difficult to track, no integrations to the software complicating the use of internal tools or other software like Guru, Zendesk Suite wasn't hard to learn, in fact it was very easy, very straightforward, and I was an admin learning to use several tools at the same time.
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 rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.
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.
Even these two have a ticketing system but that I also used previously but Zendesk Suite has a very clear ticketing system - it does not take much time to understand and use it, the interface is easy and the automation system also works up to the expectation, it is not just easy for the users but for us from the backed support as well, it is so user-friendly.
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.
Customer Success looks at ticket resolution surveys as part of their CSAT scores and either thanks their customer for a positive review or reaches out if it's a negative review.
Sales uses Zendesk to make sure their new prospects are getting POCs properly set up quickly and fix any issues while they do a trial of our tool.
Onboarding uses Zendesk to quickly make sure new customers implementations and user access are set up to help them start implementation faster.
