Medallia

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Growth Happens With Experience

Turn signals into actions that drive growth.

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MEDALLIA FOR RETAIL

Get true visibility — from your pipeline to deals and customer interactions — in a single view so you can proactively address risks before deals go dark.

Clarity​

Long-term loyalty requires a deep understanding of what makes customers tick. Why they behave the way they do, why they are happy, and sometimes why they need extra attention. By connecting sentiment with transactional data, marketing, operations, and store teams can develop lasting relationships.

OMNI-CHANNEL

Provide your teams with predictive, experience-based insights so they can delight customers throughout their omni-channel journey. Increase purchase frequency and drive employee engagement by enabling action across the organization to transform web, app, store, and multi-channel fulfillment experiences.

IN-STORE

Guests expect the right level of service when they shop. With feedback and insights about in-store experiences readily available, front-line managers, field leaders, and insights teams can quickly take actions to improve service, atmosphere, associate behavior, and operating efficiency.

Expectations have changed. Meet them in live time.

Measure the success of your most strategic initiatives. Learn how buyers react to new initiatives and which competitors they mention.

Capture Every Signal

Get one trusted view of the voice of your customers, wherever they connect with you. Integrated data from web, social, videos, messaging, and more.

Analyze & Predict

Make sense of experience data with our tailor made machine learning models. Let AI do the work to prioritize the biggest opportunities and understand preferences and intent.

Act in-the-moment

Influence experiences as they happen, rescue a churn risk, or deliver stand out experiences with instant data and personalized tools at your fingertips.

01.

More signals. One customer truth.

Get a rich 360 degree view of customers with social media, transcripts, speech analytics, ticketing systems, digital behavior, and more — all in one place.

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02.

AI sees what you’d otherwise miss.

Medallia’s AI and machine-learning engine is tailor made for experience data. Easily analyze structured and unstructured insights to uncover what people care about, prioritize actions and predict their behavior.

03.

Mobilize employees in the moment. Not after.

Influence experiences as they happen. Get insights to the right people in your organization in real time. 

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04.

Integrations that tap into the tools your teams use everyday.

Unlock flexibility with out of the box integrations for common systems and powerful, robust APIs and ETLs to harness all your data, work how you want, take action, and transform experiences. 

Industry We Serve

Automotive

Energy & Utilities

Financial Services

Government

Healthcare

Higher Education

Restaurants & Food Service

Telecommunications & Media

Higher Education

Democratized, Personalized, Actionable Text Analytics

Medallia’s omnichannel Text Analytics with Natural Language Understanding and AI – powered by Athena – enables you to quickly identify emerging trends and key insights at scale for each user role in your organization. 

Since we started building our native text analytics more than a decade ago, we’ve strived to build the most comprehensive, connected, accessible, actionable, easy-to-maintain, and scalable text analytics offering in the industry. Analyze all your unstructured data at a low cost of maintenance and unearth action-oriented insights that make your employees and customers feel seen.

Conversations are complex; our text analytics can handle that

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Pinpoint what happens – or doesn’t – in every interaction with text analytics that helps you understand complex conversations and prioritize key people, insights, and opportunities. 

Support your workflows, alerting, coaching, and other processes with Event Analytics and compound topics, which enable you to better understand how events unfold throughout an interaction.

Automatically alert and surface emerging trends and missed opportunities to the right people based on role, prioritize support tickets, automate agent scoring, and support various workflows – all in real-time. Create alerts based on any change in categorization, sentiment, or any AI model, including effort, CX Risk, or Employee Recognition. 

Your time is precious; get more of it with real-time, action-oriented analytics.

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Derive the hidden, implicit meaning behind words with AI-powered NLU that saves you time and money. Minimize the cost of ownership by combining low-maintenance AI models with the power of crowdsourcing in supervised machine learning models. 

Our NLU analyzes your data for themes, intent, empathy, dozens of complex emotions, sentiment, effort, and much more in dozens of languages and dialects so you can handle all your multilingual needs.

Your time is precious; get more of it with real-time, action-oriented analytics.

Text analytics is no longer the domain of data wizards alone. With Medallia’s Text Analytics, you can build your own topic models in a low- to no-code environment.

You also have the option of hundreds of out-of-the-box topic models for every industry and use case at your fingertips. Gain access to accessible, easy-to-use models for the best, most accurate insights for your unique use cases, at scale.

Our NLU analyzes your data for themes, intent, empathy, dozens of complex emotions, sentiment, effort, and much more in dozens of languages and dialects so you can handle all your multilingual needs.

Your time is precious; get more of it with real-time, action-oriented analytics.

 

 

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Connect your organization to valuable insights with KPIs like sentiment and effort scoring to get an objective and accurate understanding of experiences with your organization. Leverage the power of crowd-sourced, consistent improvements to get the most accurate sentiment and effort scores.

Plus, create your own KPIs based on multiple criteria that are most important to you and your business, like empathy and competitor mentions. Generate an objective score across your text data, all automatically.

Omnichannel analytics for every industry, at scale

Medallia transforms unstructured data from billions of surveys, social media reactions, reviews, emails, conversations, voice, agent notes, SMS/ text messages, social media comments, and more into action-oriented insights. 

Our goal is simple – to empower you to focus on fostering the most impactful experiences with best-in-class omnichannel, scalable text analytics.

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Easily Capture Feedback to Understand the Voice of the Customer

Create an experience management program that can meet your business’s evolving needs. Customize design, emails, questions, and translations and implement sophisticated targeting logic, conditioning. and distribution. 

Continuously collect feedback through experience programs or easily launch one-off, ad-hoc surveys to test out new ideas with your customers in just a few clicks. Add temporary survey questions to existing surveys with Ask Now, quickly gaining insight on what’s working or – not. 

Our goal is simple – to empower you to focus on fostering the most impactful experiences with best-in-class omnichannel, scalable text analytics.

Gain Actionable Insights to Quickly Close the Loop

Customize insights for your teams with role based reporting and individualized data access. Empower your employees with the information they need to close the loop with customers. 

With robust extract, transform and load (ETL) capabilities, easily create cross-functional analysis and follow-up actions based on feedback to optimize the customer experience. Plus, leverage Medallia’s integrations with real-time connection to systems like Salesforce, Workday, and more to gain a 360 degree view of your customers across various touch points.

Continuously collect feedback through experience programs or easily launch one-off, ad-hoc surveys to test out new ideas with your customers in just a few clicks. Add temporary survey questions to existing surveys with Ask Now, quickly gaining insight on what’s working or – not. 

Our goal is simple – to empower you to focus on fostering the most impactful experiences with best-in-class omnichannel, scalable text analytics.

 

 

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Simulate a Production Environment to Test Changes Seamlessly

Make program updates confidently by using enterprise-grade controls and staging environments. Test out true copies of product environments in real world conditions, ensuring all changes work as expected. 

Move fearlessly forward on changes by being automatically notified of dependencies when changes are made. Plus, save time by reusing assets across multiple touchpoints.

Break Down Silos and Scale with Your Organization

Build an experience management system that scales and distributes insights across your entire organization to empower employees to build a customer-centric culture. Leverage configurable solutions to maximize program impact while reducing risk and time administering customized features.

While we offer many self-service capabilities, we meet you where you are. We support our customers with a team of advisors and industry experts.

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