Closed Loop Service Experience for Salesforce
Medallia Xchange

Closed Loop Service Experience for Salesforce

Drive a customer centric culture in your Contact Center and personalize and contextualize every service interaction

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Additional Info


Frontline workers are often the only human interaction a company has with their customers, which makes them a secret weapon when it comes to delivering on brand experience, identifying trending issues, recovering customers, and even driving new business. With Medallia’s Closed Loop Service Experience for Salesforce, the outside-in view of the customer can be unified with Salesforce data to ensure that service center representatives understand each customer, drive customer loyalty, and improve business outcomes while maximizing your investment in the Salesforce platform by improving training, coaching, and agent performance.

Agents have access to all feedback from the customer while working every case in Service Cloud, enabling them to tailor each experience and proactively meet the customers’ needs.

What’s Included:

Event-driven feedback management

Embedded Voice of the Customer in the 360-degree view of the contact and account

Automated inner closed loop feedback actions

Embedded experience insights

Text Analytics for actionable insights into what customers are talking about

Bi-Directional integration with Salesforce Service Cloud for outer closed loop feedback actions

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