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Opiniones de Medallia Experience Cloud

Sobre Medallia Experience Cloud

La plataforma de gestión de la experiencia basada en la nube que ayuda a las organizaciones a captar, analizar y actuar sobre los comentarios de los clientes con el fin de mejorar el valor de la marca.

Descubre más sobre Medallia Experience Cloud

Puntos a favor:

I know there are many other use cases than how we used Medallia but I found the experience easy to navigate and straight forward to understand customer and internal NPS scores and feedback.

Contras:

You have to be discerning about how much detail you want to know, it can get overwhelming quickly. We use it to find the places we have missed the mark.

Valoraciones de Medallia Experience Cloud

Evaluación media

Facilidad de uso
4,5
Atención al cliente
4,3
Funcionalidades
4,4
Relación calidad-precio
4,3

Probabilidad de recomendación

8,4/10

Medallia Experience Cloud tiene una valoración global de 4,5 estrellas sobre 5 según las 32 opiniones de usuarios de Capterra.

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Filtrar opiniones (32)

Bojan
Bojan
Business Development Manager en Croacia
Usuario de Linkedin verificado
Externalización/deslocalización, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

The best way to measure and record your customer satisfaction

5,0 hace 6 años

Puntos a favor:

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.

Contras:

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

Ryan
Ryan
Senior Reports Analyst en Filipinas
Usuario de Linkedin verificado
Recursos Humanos, 5.001-10.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Advantage and Disadvantage of Medallia

4,0 el mes pasado Nuevo

Puntos a favor:

I like the way it shows simple dashboards and quick reports about NPS, Satisfaction Rate, and Verbatims.

Contras:

Due to data privacy and system limitation, sometimes, it doesn't show some data views that we need such as NPS scores per recruiter. Instead, it only shows by hiring manager. We just think that Medallia is somehow not that flexible in giving us power to tweak the existing reports.

Usuario verificado
Usuario de Linkedin verificado
Telecomunicaciones, 1.001-5.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

High Total Cost of Ownership

3,0 hace 5 años

Puntos a favor:

It just works once extensive setup is in place.

Contras:

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.

Usuario verificado
Usuario de Linkedin verificado
Hostelería, 2-10 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Manage Customer Relations in One Place

4,0 hace 3 años

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Respuesta de Medallia

hace 3 años

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.

Usuario verificado
Usuario de Linkedin verificado
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Excellent from introduction to implementation. It was first rate.

5,0 hace 6 años

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

Puntos a favor:

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.

Contras:

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.

Usuario verificado
Usuario de Linkedin verificado
Comercio minorista, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Medallia wins again

5,0 hace 2 años

Comentarios: Medallia is a magnificent product geared to reach your maximum customer service potential in your business if you’re a large corporation it’s a mistake not to use this service

Puntos a favor:

The ability to build surveys and not only get feedback from customers but employees as well to improve the workplace

Contras:

There is no tutorial or training given in my company on how to use this it’s sinker swim and that may be directly related to my management and not others in the company remember management sets the tone and ease of the work environment

Usuario verificado
Usuario de Linkedin verificado
Hostelería, 11-50 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Ease of use

4,0 hace 9 meses

Puntos a favor:

The easy way to see what customers are saying and where improvements are needed.

Contras:

The ease at which customers can post untruths or straight up lies.

Celexsy
Celexsy
District Marketing Manager, Higher Education en EE. UU.
Usuario de Linkedin verificado
Comercio minorista
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

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

5,0 hace 6 años

Puntos a favor:

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

Contras:

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.

Usuario verificado
Usuario de Linkedin verificado
Software informático, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Alternativas consideradas:

Customer feedback in full

5,0 hace 5 años

Comentarios: Fantastic on boarding and support

Puntos a favor:

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!

Contras:

Harder to set up but worth it. The support team is wonderful and responsive

Usuario verificado
Usuario de Linkedin verificado
Productos farmacéuticos, 10.000+ empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Customer feedback in real time

5,0 hace 5 años

Comentarios: Overall, it allows for instant recognition of employees and the ability to analyze feedback.

Puntos a favor:

Medallia is a great tool to receive customer feedback in real-time. Having instant, constructive feedback allows us to recognize outstanding employees as well as improve our customer experience. I also love the templates that allow us to respond to customer comments.

Contras:

Nothing. I absolutely love it. It has great feature all around from Instant feedback to simplified customer replies...

Alex
Coach Customer Services en Panamá
Servicios para el consumidor, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Important for any customer service department/Organization.

5,0 el año pasado

Comentarios: Excellent tool. I can have a better understanding of what customers are telling us via the surveys and what are their needs.

Puntos a favor:

Reports, customers comment and the full chart of the department i manage. Has a full view of what are the strengths and weakness. Can plan according what its been pointed on each feedback.

Contras:

When downloading reports most of the time webpage is slow as ever and it gives a hard time.

Patrick
GM en EE. UU.
Hostelería, 501-1.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Great central location for reviewing reviews

5,0 hace 5 años

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

Puntos a favor:

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.

Contras:

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.

Patricia
Office Manager en EE. UU.
Servicios financieros, 5.001-10.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Service agent reviews

4,0 hace 5 años

Puntos a favor:

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.

Contras:

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.

Travis
Mobile Expert en EE. UU.
Telecomunicaciones, 5.001-10.000 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Good window into customers experience

5,0 hace 3 años

Comentarios: The viewing of customers input is fast, simple, and always helpful.

Puntos a favor:

I like that the software gives customers the ability to provide not only a numerical rating system, but also a chance to put their experience into words.

Contras:

I feel like the surveys can be a little too vague sometimes, making it difficult to accurately describe the events of their visit pertaining directly to my performance.

Respuesta de Medallia

hace 3 años

Thank you for your review. Medallia's surveys can be customized leveraging customer and event data to tailor questions to be as relevant as possible, dynamically shaping the survey to ask the most relevant questions. Question text can also be modified to be more specific, or new custom questions can be written. Our team can work with you to make sure your surveys are designed to capture the right level of insights. Please reach out to your Medallia success team or ask your question directly on our Help Site - https://help.medallia.com.

Rita
Activities Manager en EE. UU.
Hostelería, 201-500 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Medallia helps you know and respond to your customers

4,0 hace 3 años

Comentarios: We look at how we are doing all across many social media platforms with this software, which saves time. We discuss as a team what opportunities we can control based on responses, and make action plans to address them. It has good reminder icons to help us respond in a timely manner to positive and negative reviews.

Puntos a favor:

It is simple to learn, has many features that are able to be customized. It gives quick snapshots of satisfaction scores as well as deeper dives into trends of our business.

Contras:

You have to be discerning about how much detail you want to know, it can get overwhelming quickly. We use it to find the places we have missed the mark.

Usuario verificado
Usuario de Linkedin verificado
Contabilidad, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Can get a little confusing

4,0 hace 5 años

Puntos a favor:

Lot's of information given when looking at surveys, very helpful

Contras:

For a new user, not super user friendly. Lots of coding you need to know to read the info about the member to be able to answer.

Usuario verificado
Usuario de Linkedin verificado
Software informático, 11-50 empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña
Fuente: GetApp

Best in the space

5,0 hace 7 años

Puntos a favor:

The most complete solution and certainly best of breed in the Net Promoter Score space Can handle the complexity of customer experience journeys.

Contras:

Price Point. Only dealing with large implementation, large complex enterprises, not an SMB solution Long implementation lead times.

Usuario verificado
Usuario de Linkedin verificado
Salud, bienestar y deporte, 501-1.000 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Industry Standard for Customer Feedback

5,0 hace 4 años

Comentarios: Medallia has helped us to get customers feedback and make improvements that give customers more value.

Puntos a favor:

It allows you to get honest and real time feedback from customers. The software allows customers to rate your business in multiple aspects and give feedback in their own words.

Contras:

This software isn't the easiest to access and share among co workers, often reviews are screenshotted to be shared.

Jared
Digital Sales Specialist en EE. UU.
Tecnología y servicios de la información, 10.000+ empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Medallia Product Review

4,0 hace 5 años

Comentarios: Medallia is very helpful in gauging how well a salesperson is actually performing with creating a quality buying experience for clients. At the end of the day the software is only as good as the quality of information users input into it, but the software itself does a nice job of creating a medium for feedback.

Puntos a favor:

I liked that Medallia allows my clients to give feedback to me on how I handled them throughout the sales cycle, it gives me an actual score of how well I performed which I can use to improve future customer experiences.

Contras:

The software is sometimes intimidating for me because most customers do not respond to the survey or get mad about being asked for feedback. Therefore only people who were really upset about the service they received respond extremely negatively and are not helpful with their feedback.

Samuel
Digital Marketing Strategist en EE. UU.
Marketing y publicidad, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Simple Tool Great Results

5,0 hace 5 años

Comentarios: For a lot of industries, return on feedback is difficult. This tool has helped us increase that return.

Puntos a favor:

It's really easy for users to request feedback from customers. The format is for the most part fool proof and self explanatory.

Contras:

We've come across issues with having completed reviews feeding into our website. We've been having integration challenges for some time.

Heidi
Heidi
Director of Operations en EE. UU.
Usuario de Linkedin verificado
, 51-200 empleados
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

Medallia has been a revolutionary product for our company as a whole.

4,0 hace 7 años

Comentarios: NPS score, rankings, an open platform for our members to give their honest feedback.

Puntos a favor:

I love the fact that you can see your club versus other clubs. Being able to look at your rank really helps your team see where you fall in regards to other clubs across the nation. I also like how many reports you can get on your dashboard. Having a quick look helps you and your team be able to look back and see where you're falling in response to the things that you are implementing.

Contras:

I wish that we had customizable options for the case processing function. I want to be able to remove aquatics section, kids club, etc. I want to add other items that are not on the list.

Angel
Gerenal manager en EE. UU.
Restaurantes, 51-200 empleados
Ha utilizado el software durante: Más de dos años
Fuente de la reseña

Medallia cloud

5,0 hace 5 años

Comentarios: Medallia is awesome to use to see what coustomers have to say whether it's good or bad then you can fix the things that need fixed

Puntos a favor:

I love using mediallia cloud surveys.it let's me see what costumers have to say about my crew and myself.

Contras:

Only cons is sometimes medallia c loud will highlight red words that are good.it supposed to only high bad things in red

Usuario verificado
Usuario de Linkedin verificado
Producción audiovisual, 10.000+ empleados
Ha utilizado el software durante: Más de un año
Fuente de la reseña

Very comprehensive customer experience tool

4,0 hace 4 años

Puntos a favor:

I know there are many other use cases than how we used Medallia but I found the experience easy to navigate and straight forward to understand customer and internal NPS scores and feedback. Also I really liked the ability to respond to concerns and create action plan related to it.

Contras:

I think the reporting and analytics component could be improved to help users see the bigger picture and more easily pinpoint key take aways from the feedback.

Aaron
Program Analyst en EE. UU.
Administración gubernamental, 1.001-5.000 empleados
Ha utilizado el software durante: 1-5 meses
Fuente de la reseña

Medallia is the best

5,0 hace 3 años

Puntos a favor:

The software is very intuitive, and the surveys are very "clean" and easy to navigate. There is a wide variety of reporting analytics that contain much rich data. This can really help improve processes and procedures and give insight into the types of people answering the surveys.

Contras:

While the software as a whole is really intuitive, the skip logic is not the easiest to navigate without initial guidance. However, I found that it works extremely well for most circumstances once you do know how to navigate it.

Usuario verificado
Usuario de Linkedin verificado
Artes escénicas
Ha utilizado el software durante: 6-12 meses
Fuente de la reseña

It is a great tool to hear what our members needs, still learning all the features that are offered.

4,0 hace 7 años

Comentarios: We collect a lot of insights and data from our members using this.

Puntos a favor:

The Reps are amazing and so helpful! There are a lot of functions built into Medallia. My company and I are working to learn everything it can do and show us. They break down a lot of data and really show us how to analyze what is happening in our clubs.