Medallia Reviews & Insights

Score8 out of 10

40 Reviews and Ratings

Community insights

TrustRadius Insights for Medallia are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Easy-to-use interface: Multiple reviewers have praised Medallia for its easy-to-use and navigate user interface, noting that it has a clean and organized layout. Users have found the software intuitive, allowing for quick and efficient task management.

Seamless integration with Salesforce: Several users have highlighted the seamless integration between Medallia and Salesforce. This integration has been highly beneficial for various teams within organizations, such as Account Managers, Sales teams, Customer Success Managers, Support, Onboarding executives, and others. The real-time data availability and tailored dashboard within Salesforce have been particularly appreciated by reviewers.

Actionable insights from dashboards: Reviewers have commended Medallia's dashboards for providing valuable actionable insights and data analytics. These dashboards enable businesses to identify customer pain points, needs, and trends effectively. Additionally, the graphical representations of data make it easy to consume insights at all levels of the organization.

Reviews

21 Reviews

Medallia offers informative interaction with members but may not be a clear depiction of business ratings

Rating: 6 out of 10

Incentivized

December 3, 2021

Use Cases and Deployment Scope

Club members were sent survey links to rate our gym on Medallia. Overall I think it is an easy platform to use and customer-friendly. I do feel that it wasn't a clear depiction of the status of our business based on the fact that it was mostly just the angry members who took the time to complete the surveys.

Pros

Gives clients an easy way to communicate their likes and dislikes of the business.
Informs management immediately of the information.
Gives users the ability to.
Allows clients to quickly and easily rate your business.

Cons

The rating scale is a bit skewed based on the fact that most of the clients completing surveys are those that are unhappy.

Likelihood to Recommend

Depending on your use of the product, Medallia can be very helpful. I was able to address the concerns of clients that would not have brought the issue to my attention without the random surveys. It is very user-friendly and does allow for quick response as well as a place for feedback.

Krissy Davis

AGM in Sales at Gold's Gym (11-50 employees)

Vetted Review

1 year of experience

Medallia Review

Rating: 10 out of 10

October 5, 2021

Use Cases and Deployment Scope

Medallia is being used to manage our customers' feedback. Relationship surveys are being sent to our customers so they can share their experience as customers. They can rate their experience and provide detailed feedback on how their sales representatives were able to assist them. With Medallia, our customers are able to voice out how RingCentral employees can help improve their services. As a manager, this product has helped guide and coach my account executives on how they can improve and do better to serve our current customers. Medallia has helped us mitigate churns and create upsell opportunities by identifying which customers we should be targeting when they make their calls. Medallia has helped build our account executives' and customers' relationships. It's a great tool to use in every organization if customer relationships and feedbacks are important for the company. Medallia is so easy to use and has everything we need to make sure customers' voices are heard, and their concerns are taken care of by the right people and team. All the templates uploaded in Medallia are also useful, and my team has found Medallia pretty easy to navigate. Our customers also utilize Medallia and so far have found this helpful for them.

Pros

Surveys
Templates
Navigations
Replies

Cons

Filters
Navigations for newbies
Re-assignment of alerts

Likelihood to Recommend

Medallia is well suited for every business! For as long as relationship building is important and you want to hear your customers' feedback, this is definitely a tool to use. Customer-centric businesses will definitely benefit by having Medallia as part of their system. Businesses wherein they want feedback on how to improve and do better should use Medallia.

hyacinth Maynard

Sales Manager in Sales at RINGCENTRAL (1001-5000 employees)

Vetted Review

8 years of experience

Get to Know Medallia!

Rating: 10 out of 10

Incentivized

September 30, 2021

Use Cases and Deployment Scope

Medallia is being used by the whole organization. It allows us to track surveys from our customers, be it for detractors or promoters. This helps us check and understand the customers' experience with the service in the form of data. The data is used to analyze and perform necessary actions to improve and elevate their experience.

Pros

Comments of our customers
Likelihood to recommend
Scores of different aspects/criteria

Cons

[It would be nice to improve the] location of all the alerts.
Reassigning the case/alerts owner still triggers overdue alerts from the old owner.
[I would appreciate if it] provided in-depth data descriptions.
[I would like to] have an option to directly send an email to the Cx within the case.

Likelihood to Recommend

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.

Bruce Lee

Account Manager in Sales at RingCentral (5001-10,000 employees)

Vetted Review

4 years of experience

View profile

We hear you.

Rating: 9 out of 10

Incentivized

September 14, 2021

Use Cases and Deployment Scope

We use it for client feedback; whenever the client has some feedback that they want to be addressed properly, they are sent through Medallia. Since we hear directly from customer experience, this will help us improve our services or avoid certain issues from happening again in the future. It's beneficial for us at a business level.

Pros

Real time feedback
Concise tagging
Integrated with Salesforce

Cons

Filters to shorten then navigations

Likelihood to Recommend

It's worked properly, and it helps me assist my clients well. Something I really appreciate about the platform is it's very user-friendly, and it's easier for us to track comments or feedback from our clients. We can address, intervene, mitigate our possible loss because of the visual this platform provides from our clients. We can stop losing revenue prior to it happening.

Michelle Joyce Nael

Account Executive in Sales at RingCentral (201-500 employees)

Vetted Review

1 year of experience

Hear customers' thoughts, build stronger relationships, easy referrals with Medallia

Rating: 10 out of 10

Incentivized

September 10, 2021

Use Cases and Deployment Scope

We use Medallia to see all of our customers' feedback and set a touch-base strategy after feedback has been posted. We can also set filters to see tasks that are still open, in progress, and closed. Our sales and support team uses Medallia to find out how the service is working out for our clients. Medallia helps us to see opportunities that we need to work on through our customers' point of view.

Pros

Managing task with ease. We can set filters and see task statuses.
User-friendly interface.
Email notification for tasks that are overdue. It's always nice to have something to remind us.

Likelihood to Recommend

In a sales environment, we focus on customer experience and make sure to hear our customers' thoughts about our services. This allows both our business and clients to grow and strengthen our relationships. While we commit to providing the best experience, the customer spreads the word and soon refers new customers. Medallia plays a big part in this success.

Jose Michael dela Cruz

Account Manager in Sales at RingCentral (5001-10,000 employees)

Vetted Review

5 years of experience

View profile

Account manager for survey feedback

Rating: 9 out of 10

Incentivized

September 9, 2021

Use Cases and Deployment Scope

We are using Medallia to send survey forms to our existing customers and hear their feedback about our products and services.

Pros

It provides a rating for customers to rank how satisfied or not satisfied they are with the service.
As an Account Manager, this is a helpful tool to hear customers' experiences and feedback.
It helps us manage our next steps because the tools also provide options to note the action taken and if the issue has been resolved or not.

Cons

It will be helpful if there are more email templates available to send to customers.
Allow users to send another survey form once the existing case has been resolved.

Likelihood to Recommend

Medallia is useful for us as Account Managers to hear customers' voices and address their concerns or issue with the product or service.

Angela Ocampo

Account Manager in Sales at RingCentral (51-200 employees)

Vetted Review

1 year of experience

What's In IT?

Rating: 8 out of 10

Incentivized

September 9, 2021

Use Cases and Deployment Scope

It's a survey given to the customers on how the company addressed their needs. It's a very huge help for me, as an account executive, to properly manage each account that's under my bucket. It gives us the opportunity to go back to our customers and fix the issues we may have.

Pros

Survey
Customer experience management
Build relationships among customers and business owners

Cons

Consolidation of cases

Likelihood to Recommend

This is a good platform for businesses that aim to have a good customer experience.

Verified User

Account Manager in Sales (5001-10,000 employees)

Vetted Review

2 years of experience

Customer feedback is a gift

Rating: 10 out of 10

Incentivized

September 9, 2021

Use Cases and Deployment Scope

Medallia is being used by the entire organization as we value customer feedback. May it be a promoter or a detractor, we immediately take action and reach out to those customers in a timely manner. It addresses certain issues, and the most common ones are related to technical concerns, pricing, or their rep isn't responsive. Our customers would feel that they're being heard, and they appreciate it whenever we reach out to them, knowing that we're doing something about it. For the promoters, we would want to continue a good business relationship with them and reward them whenever they would refer prospects to us by sharing their experience with us.

Pros

Dashboard
Alert triggers via email
Filtering alerts
SLAs
Notes/Add note section with time stamps
Latest responses section below the alert

Cons

CRM Integration e.g. adding notes will automatically be pushed to Salesforce
Team view report: For some reason, reps that aren't part of the team gets filtered
Dashboard sometimes is faulty

Likelihood to Recommend

I would tell my colleagues that Medallia is a great tool to track, update, and address the feedback of our customers (promoters and detractors). Most companies value customer feedback, and this is an opportunity to provide more value to our promoters and to re-establish good business relationships with the detractors. It's doing a good job in terms of tracking and triggering these alerts so you won't miss them.

Verified User

Manager in Sales (5001-10,000 employees)

Vetted Review

6 years of experience

Review for Medallia

Rating: 10 out of 10

Incentivized

September 9, 2021

Use Cases and Deployment Scope

It is being used to monitor call quality for all of our calls, and we can see how the customer is being assisted. On email, with just one click, I can see the response right away. This will make an agent not have time to review, and they can call right away.

Pros

Can see the survey right away.
Comments for each survey can be seen right away.
Can document what transpires after the survey.

Cons

We can see the view right away when it comes to surveys.

Likelihood to Recommend

Timely for the agent to call customers back and have a choice on what to pick from customer's issues.

Emerson Cruz

Account Executive 2 in Sales at RingCentral (1001-5000 employees)

Vetted Review

2 years of experience

View profile

Does Medallia deserve a medal?

Rating: 9 out of 10

Incentivized

September 9, 2021

Use Cases and Deployment Scope

As far as I am concerned, it is being used in the whole organization, but the purpose may vary per department. For example, in our Sales department, it is being used to gauge how satisfied the customers are with the relationship with their account managers. This randomly checks if the account managers are doing their job in making sure we are on top of their concerns. This also measures the NPS of the organization, which would be a great help in including the current processes to satisfy the customer's criteria.

Pros

Dashboard
Documentation
Detailed report

Cons

Guide and FAQs
Reports that can be downloaded
Access in phones

Likelihood to Recommend

Medallia can be used for organizations that provide different types of services, may it be sales, customer service, or technical support. I think that this application is ideally built for businesses with more employees as a small business has to improve their internal process first before getting feedback from their customers through Medallia.

Jose Harley Bueno

Sales Manager in Sales at RingCentral (1001-5000 employees)

Vetted Review

3 years of experience

View profile

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