Medallia for Google Reviews

Summary

Managing and maintaining online reputation, as well as driving growth via online channels, is vital to business success. Medallia for Google Reviews automates review management and promotion for Google reviews directly within Medallia Experience Cloud.

Customer reviews, for all company locations, are automatically collected and combined with other customer feedback, all in one dashboard, streamlining customer understanding and the ability to respond effectively. Medallia also pulls in feedback from competitive properties at the local level to serve as a benchmark on how each location is doing in its specific locale.

Finally, Medallia provides the option for survey takers to promote their responses to Google upon survey completion, driving greater volume, higher frequency and a more balanced set of reviews on Google for every location.

What’s Included:

• Comprehensive view and rich analysis of local-level Google reviews within Medallia
• Ability to leverage Text Analytics on review comments to extract customer sentiment and key drivers of satisfaction and disappointment
• Alerts, workflow and closed-loop feedback to flag reviews based on scores, keywords, timing or other attributes defined by the user
• Ability to directly respond to Google reviews without leaving the Medallia dashboard
• Integrated widgets that prompt customers to leave feedback on Google from within a survey
• Role-based access and reporting that enables location managers to access social reporting and analytics specific to their property and corporate users to access review feedback and reporting across the organization
• Ability to benchmark and compare performance with competitors at the local level and read competitive reviews left on Google
• Ability to directly add location URLs for Google