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Medallia Experience Cloud Pricing, Features, Reviews and Alternatives

Medallia Experience Cloud product overview

What is Medallia Experience Cloud?

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.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Chat
24/7 (Live rep)
Email/Help Desk
FAQs/Forum

Training options

Live Online
Documentation
Webinars
In Person

Medallia Experience Cloud features

Functionality

4.4

/5

28

Total features

60

9 categories

Most valued features by users

Reporting/Analytics
Reporting & Statistics
Third Party Integrations
API
Activity Dashboard
Data Import/Export
Email Marketing
Customizable Templates

Functionality contenders

Medallia Experience Cloud users reviews

Overall Rating

4.5

/5

28

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.56/10
Rating distribution

5

4

3

2

1

14

13

1

0

0

Pros
We needed more than surveyware and medallia is by far the most robust experience feedback platform we looked at. Really deep and broad insights and a few great insights.
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.
It's a great and clean user interface that allows for quick navigation.
Cons
The software is sometimes intimidating for me because most customers do not respond to the survey or get mad about being asked for feedback.
People are able to post what ever they want and too many negative statements are often allowed on this site that can be negative toward a new employee.
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.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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The best way to measure and record your customer satisfaction

Reviewed 4 years ago
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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Manage Customer Relations in One Place

Reviewed a year ago

I am overall very satisfied with Medallia. It is perfect for dealing with customer relations across numerous websites. There is also a lot of data provided which can be useful to the organization. The interface makes the experience for the user good as information is presented well and is easy to find. The app is also a must get as it sends you a notification after a review has been left.

Pros

I like that all the customer reviews are in one place and I am able to reply to them on the website. I also like the analytics that are provided. These analytics can also be exported, so I can apply advanced statistics on any of the data with Python if I wish to. The user interface is also modern and information is mostly easy to find.

Cons

I wish there were more statistical analysis done within the website. I would like to see predictive analysis calculated for the business. This is very important for hotels and other businesses. I can export the data and do it myself, but having it done in Medaliia would be very convenient.

Vendor response

Thank you for your review. We continually invest in the analytical capabilities of Medallia and customer feedback, like yours, to help us prioritize our roadmap. We are in the process of adding additional features to address your feedback regarding predictive analytics. Please reach out to your Medallia success team or ask questions directly on our Help Site - https://help.medallia.com.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend2/10

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High Total Cost of Ownership

Reviewed 3 years ago
Pros

It just works once extensive setup is in place.

Cons

Very expensive to run. Medallia's model is based on maximising Medallia consultancy - even for simple things like adding new touchpoints, help requests, simple customisations. I prefer cloud based services that gives much more control to the customer.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Excellent from introduction to implementation. It was first rate.

Reviewed 4 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Service agent reviews

Reviewed 3 years ago
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.

Medallia Experience Cloud FAQs and common questions

Q. Who are the typical users of Medallia Experience Cloud?

Medallia Experience Cloud has the following typical customers:
Large Enterprises, Mid Size Business, Public Administrations, Small Business


Q. What languages does Medallia Experience Cloud support?

Medallia Experience Cloud supports the following languages:
English


Q. Does Medallia Experience Cloud support mobile devices?

Medallia Experience Cloud supports the following devices:
Android, iPad, iPhone


Q. Does Medallia Experience Cloud offer an API?

Yes, Medallia Experience Cloud has an API available for use.


Q. What other apps does Medallia Experience Cloud integrate with?

Medallia Experience Cloud integrates with the following applications:
Contentsquare, Workplace from Meta, Jira, DecisionWise, FullStory, Salesforce Sales Cloud, Slack, Decibel, Tableau, ServiceNow, Quantum Metric, Twilio, Marketo Engage, Google Maps, Zendesk


Q. What level of support does Medallia Experience Cloud offer?

Medallia Experience Cloud offers the following support options:
Knowledge Base, Chat, 24/7 (Live rep), Email/Help Desk, FAQs/Forum

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