What is Medallia Concierge?
Medallia Concierge (formerly Zingle) is an engine for customer engagement built on a foundation of core capabilities. Together, they provide a unique solution for businesses committed to differentiating themselves through the customer experiences they provide.
Its inbox consolidates messages from across channels, so customers can communicate through any channel they prefer, from SMS to web chat to Facebook Messenger and other messaging apps; and staff has just one place to go to see it all. Medallia Concierge automatically responds back to the customer through the channel he or she is using.
Its inbox consolidates messages from across channels, so customers can communicate through any channel they prefer, from SMS to web chat to Facebook Messenger and other messaging apps; and staff has just one place to go to see it all. Medallia Concierge automatically responds back to the customer through the channel he or she is using.
- Have staff and managers download Medallia Concierge from Google Play or the Apple App Store so they can access the unified inbox and respond to customers when on-the-go.
- SDKs for iOS and Android so the user can incorporate Medallia Concierge messaging into mobile apps.
- Apply filters and tags to dynamically segment customers, and communicate with multiple contacts in one click.
- Use reusable message templates to streamline communications with customers, and enforce brand standards
- Foster the personal connection with customers, with full support for emojis and picture messages, including animated GIFs.
Integrations
Access to customer data is the key to segmenting customers, personalizing communications to those customers, and delivering a truly differentiated service experience. With Medallia Concierge, users can ingest customer data from other systems through pre-built API integrations, flat file imports (SFTP/email), and third-party connectors like Zapier.
- Customize profile fields to map the most relevant contact attributes into Medallia Concierge
- Define dynamic segments of customers based on contact attributes and tags, to target communications and design relevant experience
- Its API integrate with other applications, to trigger service ticket creation in HotSOS or Quore, populate MindBody customer profiles with message history, or pass conversational intelligence to a BI tool to correlate customer communication patterns with spend.
Automations
Medallia Concierge's automations are the canvas on which one can design and orchestrate differentiated service experiences and process optimizations. Medallia Concierge allows limitless possibilities of workflows by allowing users to create triggers and actions that either automate or facilitate hundreds of different experiences. For example:
- Identify service recovery opportunities through mid-stay health checks scheduled after guests check in
- Convert more leads into paying customers through mobile nurtures targeted to specific contact attributes captured
- Provide the VIP experience through targeted offers to the best customers, defined by loyalty program level
Artificial Intelligence (AI)
Medallia Concierge's AI understands conversational text in a way that chatbots do not, to enable better responses to customers, and analyze those conversations that inform decision-making.
- Understand the intent of customers’ requests, to trigger time-saving automations that proactively resolve common customer issues
- Automatically categorize unstructured customer conversations to gain real-time insights to trending topics not available in any other system
- Determine sentiment from interactions with customers, enabling corrective actions before it’s too late
Analytics
Medallia Concierge's analytics provide the insights needed enabling users to adapt operations to the changing needs and expectations of customers.
- Measure a team’s performance responding to and resolving customer issues
- Synthesize customer conversations into topical categories, for better insight into customer needs and to support improved decision-making
- Roll-up reporting to benchmark performance across locations, to spot trends
Categories & Use Cases
Technical Details
| Mobile Application | No |
|---|
FAQs
What is Medallia Concierge?
Medallia Concierge's intelligent messaging platform enables brands around the world to communicate with customers and employees at scale, through two-way text messaging and powerful workflow automations.