Medallia for Digital
Deliver best-in-class CX in a multi-channel world.
"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
5 Elements in a Winning Digital CX Strategy
Keep pace with your customers’ constantly changing 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.
Take full control of your mobile app users’ journey
Be everywhere your customers are and engage with them across all digital touch points. Know who’s using your mobile app and how, so you can help them complete tasks and achieve their goals. Continuously optimize users’ experiences seamlessly within your app, using Medallia Digital In-App, to help build greater loyalty and affinity for your omni-channel journey.
Discover the voice of the customer behind your digital metrics
People include comments on nearly half of all feedback provided via digital channels. Our 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.
Gain CX insights from the entire customer journey
Find new insights by mining touch points 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.
Turn leads into sales
Understand where and why purchases stall, then fix it. 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.
Leveraging CX data for smarter omni-channel messaging
By integrating customer experience management with marketing automation, customer segmentation and targeting can be drastically improved. ExperienceMIX, a joint solution by Deloitte Digital and Medallia, integrates Adobe Experience Cloud with Medallia Experience Cloud, enabling organizations to harness emotional data to run more personalized campaigns at scale.Download Now
How to Win Customers Through Mobile CX
Did you know 90% of time spent on mobile is in apps? Learn what it takes to consistently deliver great user experiences in the mobile CX landscape.