COMPLETE AND MODERN LISTENING

Go beyond traditional surveys to fully understand your customers with the broadest native feedback collection in the market.

Don’t miss a beat. Capture every pulse along the customer journey.

Understanding customer needs and expectations has always been at the heart of customer experience. For many companies, feedback has come primarily from surveys. But surveys alone can’t help your organization stay ahead of changing customer behavior and evolving employee needs.

See the whole picture and act with confidence; Medallia helps you capture experience signals as they happen – across every channel, from both direct and indirect feedback like chat logs, social reviews, operational data like CRM, HRIS, POS, and ERP data, and observed behavior like digital experience data.

“The effective integration of channels across marketing, sales, and service activities is critical to delivering a positive, brand-reinforcing experience at every touchpoint in the customer relationship. Medallia provides us an extendable set of capabilities for a consistent, enterprise-wide view of customer feedback to analyze and act upon from many listening posts.”

Rob Goodman, Vice president, Enterprise Customer Experience office at Pacific Life

More Ways to Listen Than Anyone Else

Medallia captures the most feedback signals for a comprehensive, holistic view of every customer and employee.

Survey
Speech
Digital Behavior
Social and 3rd Party Reviews
Video
SMS / Chat / Messaging
Benchmarking Data
IOT
Point of Sale
Operational Data
Employee Feedback

Best-in-class Surveys

Get the voice of customers and employees via email, website, mobile, voice, and more. With smart sampling, get feedback on moments that matter most and ensure representative results for unbiased decision-making. Rely on the integrity of your experience data with built-in controls to validate that results are accurate and reliable.

Speech

Translate speech to text in 30+ languages with industry-leading AI to ensure the highest levels of accuracy in surfacing customer pain points. Dive deeper by applying text analytics to improve call center KPIs, enhance agent coaching, and drive process efficiencies.

Digital Behavior

Understand exactly how customers interact with your websites and apps. Automatically observe digital behaviors indicative of frustration (like unresponsive multi-clicking), engagement (like focus time), and more, scoring each experience to uncover trends at scale. Combine this behavioral analysis with feedback history so you can target specific segments, engage in the moment, and personalize interactions to increase engagement, conversion, and revenue.

Video Feedback

Gain richer insights by capturing the emotion in the voices of your customers and employees. Our facial and object recognition technology analyzes every second of video to identify expressions, predict customer NPS® and automatically extract meaningful insights so you can get to the heart of what people care about.

SMS/Chat/Messaging

Reach your customers during their experiences when feedback is at its most useful and accurate. Medallia enables real-time interactions with your customers through popular messaging channels such as SMS, Facebook Messenger, Whatsapp, and Wechat. Go one step further and deliver timely, useful content via messaging to increase feedback response rates and create stronger relationships.

Benchmarking Data

Understand market context and competitive benchmarks to track U.S. consumer behavior across all major retailers, restaurants, and B2C brands through data such as spending trends, customer loyalty, frequency, migration, and more. Track foot traffic visits, customer journeys, market share, and more for location-based information. Survey your customers (or your competitors’ customers) based on their visits to brick & mortar stores and websites with our feedback capabilities.

Feedback from Connected Devices

Segment and collect feedback through any internet-connected device like Amazon Alexa, Google Home, and Samsung Smart Fridges. Unify this feedback with machine-generated device data to drive automated device improvements, operational efficiency, and personalized services.

Point of Sale

Understand insights from not only non-buyers but unidentified customers that have entered a store, restaurant, or have transacted with your brand or a competitor’s brands. Uncover insights on how spending changes over time at specific POIs while comparing spending trends between locations and across regions.

Operational Data

Conveniently capture feedback and signals from your operational systems such as CRM, HRIS, ticketing systems, and more with pre-built integrations for faster time to value. Bring the voice of the customer and employees to your operational systems and drive action across your organization through these insights.

Employee feedback

Engage and empower employees to drive better business performance by leveraging continuous assessments across key drivers of employee engagement including belonging, happiness, recognition, leadership, enablement, alignment, and development. Analyze these results and drive team- and manager-level action through group planning and tailored coaching.