Medallia’s native text analytics solution is built for both insights and action.
Medallia’s Text Analytics identifies high impact trends and makes insights widely accessible across your organization. Data is processed and distributed in real time, with the right information to pinpoint where issues are occurring and what makes customers happy.
Here’s how Medallia’s unique approach to text analytics leverages simple comments to inspire and create incredible customer experiences:
Drive action across your organization with personalized insights.
Medallia generates intuitive reports used by thousands of people across an organization, from the C-suite to the frontline. Insights are translated into 39 languages and distributed throughout various teams, regions, and business units, so every employee can take action on the root cause of customer issues.
Focus on what matters most by quantifying the impact of unstructured feedback.
Identifying trends and sentiment are one part of the equation, but how do you prioritize initiatives that will have the biggest impact on customer loyalty? Medallia complements text analytics with impact analysis to quantify customer comments, so you can address the most pressing key drivers.
Leverage machine learning to discover the unexpected.
Conventional text analytics is complicated, manual and rule-based, requiring human intervention to identify the right topics to track. This approach makes it easy to overlook the issues you don’t know exist. Medallia’s Theme Explorer uses machine learning to automatically identify new topics as they arrive— eliminating blind spots and highlighting unexpected problems before they become a widespread disaster.
Theme Explorer works in over 40 languages and across a range of data sources including chat logs, customer care notes, emails, and more.
Understand the entire customer journey with native text analytics.
As companies struggle to unify journeys across numerous touchpoints and silos, text analytics provides a great opportunity to fully understand the customer perspective. Medallia’s native solution enables you to combine insights from text with customer feedback metrics for in depth analyses at each step of the customer journey.
Learn more about Medallia Text Analytics by downloading the brochure.