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Medallia Digital Experience Analytics

Score10 out of 10

14 Reviews and Ratings

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What is Medallia Digital Experience Analytics?

Medallia Digital Experience Analytics (formerly Decibel Insight) is a heat mapping and web analytics solution. The solution provides visibility into every user's experience to identify the biggest opportunities for growth. Automatically scoring every experience, Medallia DXA is designed to uncover the biggest opportunities to improve the user's digital presence, strengthen customer relationships, and generate more revenue.

Categories & Use Cases

Reviews

What users are saying about Medallia Digital Experience Analytics.
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Session replays that deliver results

Incentivized
Verified User
Analyst (51-200 employees employees)

Use Cases and Deployment Scope

One of our clients has a Decibel Insights account that we have access to and actively use. We use the tool to review the core journeys, set up funnels, watch session replays and really get an understanding of what users are doing on the website. Typically we will use Decibel Insights to support any website changes and experimentations that we do, and it helps us to prioritise the work and activities that we are looking to do.

Pros

  • Review certain parts of a journey - to identify any bugs
  • Segment customer data (by using GA segments) to support with analysis
  • Provide insight opportunities to find more ideas

Cons

  • I think sometimes it is really hard to navigate, I sometimes get lost finding funnels, etc. So navigation is certainly something that could be improved
  • The timeframe in which segments are able to sync between analytics and Decibel Insights could be improved
  • The initial dashboard isn't something I use, so not the most relevant feature to myself

Most Important Features

  • Session replays
  • Funnel analysis

Return on Investment

  • One of our most recent tests which were inspired by Decibel Insights calculated an additional 1M in revenue across a year. Something that we probably wouldn't have looked to test if it wasn't for reviewing session replays.
  • There are also other tests in the pipeline that we are expecting should have positive impacts, that again has been identified from watching session replays and triggered error messages throughout the journeys.

Alternatives Considered

Hotjar

Other Software Used

Google Optimize, Hotjar

A tool that provides excellent insight into a user's journey on your site

Incentivized
Verified User
Manager in Marketing (10,001+ employees employees)

Use Cases and Deployment Scope

We use different modules within Decibel to understand visitor behavior and actions on the website. We are able to hone certain aspects within the site to provide a better site experience and drive better conversion rates. It is especially useful in looking at form abandonment and understanding why visitors may leave the form incomplete (being able to look at dropout field, for example).

Pros

  • Heat mapping provides a great understanding of UI pain points/bugs
  • Integration with analytics tools (we use Adobe) brings in analytics analysis as well
  • Helps to understand the user journey and where dropoff is occurring

Cons

  • The interface itself is very slow, making it difficult to use at times
  • Integrations use data that flows one way (ie. into Decibel). I know perhaps not under Decibel's control entirely, but it would be useful if it was possible to make changes in the platform that go the other way too
  • At times, certain features in the platform just dont work and it throws seemingly random errors.

Most Important Features

  • The heat mapping helps determine UI pain points & bugs
  • The user recordings help us to understand click paths and where we can make site structure improvements
  • The funneling module helps use understand where dropout occurs during the user journey

Return on Investment

  • We have improved form fills, which has provided more sales leads
  • We have been able to tweak UI elements to make the site more navigable so that users want to spend more time on the site
  • We have been able to more quickly and efficiently identify bugs on our e-commerce pages, increasing order rates among users

Alternatives Considered

Quantum Metric, Contentsquare (Clicktale), SessionCam and CleverTap

Other Software Used

Bamboo, Atlassian Jira Align (formerly AgileCraft), Adobe Commerce (Magento Commerce), Adobe Target, Adobe Experience Manager

A great tool if you make websites

Verified User
Employee in Marketing (11-50 employees employees)

Pros

  • Easy and intuitive. The interface isn't overly complex.
  • Information is presented clearly.
  • Easy to find the information I'm looking for. Again, this is due to the simplicity.
  • The user playback tool is very powerful. It's like a video recording of where the client goes throughout the site.

Cons

  • Being able to create groups of segments would be useful.
  • The interface for selecting page types needs more options, it can be difficult to use if you have lots of similar pages.
  • Would be good if top level stats were presented in different ways, or in a more visual way (ie pie charts, graphs).
  • Generating reports - it would be nice if I could export charts and graphs instead of just CSV files.

Return on Investment

  • Helps clients buy-in to our redesign proposals.
  • Helps create trust with our clients when they can see clear evidence of our claims.
  • Clients are impressed by it.

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