Summary

“Better customer service is directly correlated with overall revenue and organizational health”1, according to a McKinsey research report. Are you delivering the service experience your customers expect?

The Service Experience Quickstart by Medallia enables organizations leveraging ServiceNow Customer Service Management (CSM) to optimize their customer workflows. By capturing customer feedback via video, audio, or text after every case closure, organizations gain a clearer picture of how their customers are doing in-the-moment and can take immediate action to improve experiences.

With Medallia’s real-time feedback capture and AI-powered text-analytics, account, operations, and customer service teams can accelerate support issue identification, reduce recurring case volume, and increase customer satisfaction with better agent experiences.

What’s Included:
A pre-configured solution that seamlessly integrates with ServiceNow CSM
One-way integration from ServiceNow Customer Success Management to Medallia
One feeded email-to-web survey with two pre-built questions
Add additional questions with one click through AskNow
Advanced audio and video feedback capabilities powered by LivingLens
Text Analytics with a choice of one Starter Topic Set, up to 125k responses
Integrated, real-time dashboard
Unlimited Knowledge Center access
  1The Care of One - Hyperpersonalization of customer care”, Mckinsey & Company, June 2020.