Medallia Pricing, Features, Reviews & Comparison of Alternatives

Medallia

The pioneer and market leader in Experience Management

4.41/5 (22 reviews)

Medallia overview

What is Medallia?

Medallia Experience Cloud, an award-winning SaaS platform, leads the market in helping organizations understand, manage and improve the experiences of their customers, employees, and citizens. Medallia is equipped with the most comprehensive capabilities for capturing feedback and experience signals wherever customers are interacting, including: email, social, digital web and in-app, conversational messaging and connected devices. And, when combined with operational and transactional data fed into Medallia, organizations can understand every touchpoint along every customer journey. Medallia Athena brings AI and Machine Learning to the platform, detecting patterns, uncovering issues and new business opportunities, and predicting behavior, all to focus attention for smarter business decisions. Medallia delivers these insights in real-time, across the organization, so that the voice of the customer can be embedded in daily decisions made by everyone, from the frontline to the C-suite. Using Medallia Experience Cloud, organizations can make demonstrable improvements to the customer experience and employee experience, reducing churn, turning detractors into promoters and buyers, and creating in-the-moment cross-sell and up-sell opportunities. All of which help companies deliver clear and potent returns on investment.

Learn what Medallia can do for your organization by requesting a demo at https://www.medallia.com/contact-us/
www.medallia.com

Pricing

Value for money

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Canada, Europe and 6 other markets, Germany, India, Japan, Latin America, Mexico, United Kingdom

Supported languages

English
Medallia "H&R Block"Best Western: Understanding what matters most with MedalliaIntroducing Medallia AlchemyMedallia Text AnalyticsMedallia Experience Cloud

Medallia reviews

Value for money
Features
Ease of use
Customer support
  4.1
  4.4
  4.4
  4.5
Anonymous

Excellent from introduction to implementation. It was first rate.

Used daily for 1-2 years
Reviewed 2018-04-09
Review Source: Capterra

Improved performance from front line agents as well as leadership who really have embraced the new tools.

Pros
Flexibility, ease of use and ability to train users quickly for use right out of the box. This application provides a way for Call Centers to become true Contact Centers. As a high quality Customer Experience steps to the forefront of business demands and requirements, this software tool gives me as a consultant a way to help clients boost their efficiency, overall Customer Satisfaction and, employee satisfaction. The better the customer experience is the better employees enjoy their job and they love when tools give them added tools that give them the ability to surprise customers.

Cons
Cost is always a concern. There is a steep learning curve to consider your team fully utilizing all of the features that this product delivers. You have to commit to it and make learning and using the system a priority. It provides a great deal of data output that can be useful if leadership is given the flexibility and time to review and use the data to improve performance.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Bojan Goljevscek

The best way to measure and record your customer satisfaction

Used daily for 2+ years
Reviewed 2018-12-18
Review Source: Capterra

Pros
If you are a customer facing organization such as a hotel and struggle to deal with customer feedback, it's time to digitalise. Medallia is a great software for hotels, I've used it in 2 hotels and never had issue. Customer feedback was easily collected from customers through customizable surveys and the data ranked. It is important to train your front line to collect customers emails in order to get a higher respose rate and improve your NPS. Works with most of the CRM's.

Cons
No issue. Many reporting capabilities. I was very happy with the product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Patrick Monroe

Great central location for reviewing reviews

Used daily for 2+ years
Reviewed 2019-12-05
Review Source: Capterra

It's a great and clean user interface that allows for quick navigation.

Pros
The mobile app has been extremely helpful when wanting to get real-time alerts for any new reviews. If there is something negative it's easy to contact the right colleague, discover the situation, and respond with a solution before word-of-mouth spreads without knowing the outcome.

Cons
I would like the ability to filter which messages I get alerts about on my mobile phone. While I always enjoy a positive review, getting an alert many times a day with 10/10 ratings can get bothersome.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Patricia Palmer

Service agent reviews

Used daily for 2+ years
Reviewed 2019-04-12
Review Source: Capterra

Pros
I am able to sort survey responses according to user and identify areas of excellence & improvement opportunities. I like the function to respond with a customized thank you email.

Cons
Thumbs up functionality - if a user responds to a text with a "stop" message it automatically registers as a thumbs down, which is not always representative of their experience.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 7/10

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Celexsy Adame

Robust reporting to keep a pulse on what the customer thinks.

Used daily for 2+ years
Reviewed 2018-04-11
Review Source: Capterra

Pros
Real-time data and dashboards from multiple administration views. Filtering to exact data is easy to navigate and information is easy to share.

Cons
There aren't many cons. This software gives pertinent real-time data that helps me drive business decisions. Targets are sometimes hard to reach and those targets must be strategized offline.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Medallia features

CRM Integration

API (364 other apps)
Activity Dashboard (219 other apps)
Activity Tracking (166 other apps)
Automatic Notifications (201 other apps)
Calendar Management (181 other apps)
Custom Fields (148 other apps)
Customer Database (156 other apps)
Customizable Branding (198 other apps)
Customizable Reporting (163 other apps)
Customizable Templates (170 other apps)
Data Import/Export (178 other apps)
Electronic Payments (134 other apps)
Email Integration (192 other apps)
Real Time Data (131 other apps)
Reminders (187 other apps)
Reporting & Statistics (231 other apps)
Social Media Integration (165 other apps)
Surveys & Feedback (131 other apps)
Third Party Integration (216 other apps)

Additional information for Medallia

Key features of Medallia

  • Benchmarking
  • CRM integration
  • Customer Recovery
  • Dashboarding
  • Data Collection
  • Data Integration
  • Engagement analytics
  • Goal setting
  • Interactive Analytics
  • Media Sharing
  • Mobile Feedback
  • Push Reporting
  • Text Analytics
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