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Medallia for Digital

Deliver best-in-class CX for a
multi-channel world

Solution overview

“We listen to our customers every day with Medallia, in more than 50 countries and 20 languages. Now, with Medallia for Digital, we’re able to understand in-the-moment customer experiences and tell the customer story in a more complete way.”

RACHEL GELMAN
Senior Manager, Customer & Agent Insights, Western Union

Webinar

Learn about the Digital CX Revolution

Gain a new perspective on how to provide seamless cross-channel experiences for your customers through digital.

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Keep pace with your customers’ constantly changing digital behavior

Collect real-time customer feedback across digital channels, including web, mobile and in-app

Uncover deep insights using advanced reporting and text analytics

Drive action throughout an organization by empowering employees to close the loop with role-based reporting and alerts

Integrate multi-channel feedback and reporting to build a fuller understanding of customer journeys

Create a personal dialogue between the voice of the customer and your brand

Find the sweet spots when customers are most likely to give feedback. Medallia gives you the customer experience management tools to create beautifully branded and highly targeted dialogues, with more than 25 specific ways to engage during web, mobile web, or in- app interactions.

Gain CX insights from the entire customer journey

Find new insights by mining touchpoints downstream of digital interactions. Whether you are using contact center feedback to improve online self-service, or examining post-purchase feedback to enhance online shopping, Medallia manages feedback from across the customer’s journey.

Discover the voice of the customer behind your digital metrics

People include comments on nearly half of all feedback provided via digital channels. Medallia’s powerful text analytics engine allows you to explore that feedback in more than 40 languages so you can understand the “why” behind your digital metrics.

Turn leads into sales

Understand where and why purchases stall, then fix them. Medallia pairs customer feedback with clickstream and session recording data so you can diagnose why customers abandon, and then prescribe the right solution. Make changes in real-time, so your feedback approach adapts as quickly as you learn.

Customer engagement, simplified

Use feedback to amp up customer engagement in digital channels. We make it easy to evaluate the success of new apps or features, and get reactions during A/B testing. Armed with new context, your teams learn what’s working and adapt quickly to drive more usage, increase customer retention, and add value for customers.

Integrate seamlessly

Build and rollout beautifully branded surveys to live apps in minutes through Medallia for Digital’s mobile SDK.

See Digital Voice of Customer in action


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Leading brands that use Medallia for Digital

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Key Features

See what you can do with Medallia for Digital

Web Feedback
Solicit customer feedback with site-intercepts, abandonment surveys, and feedback links.

Mobile Feedback
Reduce friction on mobile devices with in-app and responsive mobile web feedback collection.

Mobile SDK
Engage users to provide feedback right in your native apps, with easily integrated APIs and rich in-app targeting options.

Chat Integrations
Combine Voice of Customer and online chat - trigger surveys following chat interactions and offer chat based on survey content, seamlessly.

Web Analytics Integration
Enrich the voice of the customer with operational and clickstream data.

Digital Eco-System
Integrate your custom data provider with the feedback you collect (online chat, session recording, analytics integration, etc.)

Reports and Alerts
Schedule reports to relevant stakeholders and close-the-loop with real-time customers alerts.

Advanced Customer Segmentation
Use sophisticated customer segmentation and targeting tools to reach the right people at the right time.

Experience Optimizer
A powerful and actionable 360° view of your customer behavior and motivation.

Self Survey Builder
Intuitive drag-and-drop interface creates beautiful branded surveys in minutes and deploys in seconds across web, mobile web and mobile apps.

Easy Administration
Deploy changes in minutes with easy-to-use, self-service capabilities

Contemporary Look-and-Feel
Reflect and extend a favorable brand experience with a beautiful user experience