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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Usersnap
Score 7.5 out of 10
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Collect in-product feedback, measure customer satisfaction and learn how you can improve. Get ratings, visitor's screen view and sentiment feedback from customers now.
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.
Usersnap is well suited for web applications that are maintained/developed in house, to provide a means of communicating with end-users directly without the need to develop an in-house solution. It allows end-users to provide rich information about an issue they're experiencing, even providing information about the user's browser, session, and desktop environment, which is invaluable when trying to debug or troubleshoot an issue.
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.
When you go into the list of Usersnap feedback you have submitted, there isn't search functionality or filtering so that you can see the feedback of a certain type at a time, or see if you submitted that feedback already.
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
I am unsure how to rate the support of Usersnap as I did not contact support yet. The tool works well as is. The agency we work with that used the tool didn't need to contact Usersnap support as well. I'm sure the user support on the tool is adequate.
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 haven't used anything else. I just used email and Google Docs before and that's hard to keep straight what you are talking about within a document to what it actually is on the website. Also, more phone calls are required to explain what you mean and need.
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.
