Medallia

Founded by Borge Hald in 2001

Capture customer feedback across multiple channels and analyze sentiment to guide business decisions

Pricing model

Demo

Rating

★ People love it

Time to value

Requires Expertise

You can use Medallia to collect customer and employee feedback across various digital and physical touchpoints. It analyzes written reviews, survey responses, and contact center transcripts to identify recurring issues and track overall sentiment. Teams can generate automated replies to resolve complaints, uncover the root causes of service failures, and view summarized feedback without reading every individual submission. The system distributes customized reports to frontline staff and corporate executives, helping organizations identify service bottlenecks, reduce customer churn, and improve employee engagement across departments.

What Medallia does

Collect open-ended feedback through digital surveysGenerate summaries of thousands of customer support commentsIdentify common phrases in negative customer reviewsSend automated response emails to dissatisfied clientsRoute urgent customer issues directly to frontline branch managersTrack Net Promoter Score trends over timeAutomated response generation for replying to customer reviewsAutomatic topic clustering and text analytics without manual taggingRoot cause detection to pinpoint specific drivers of customer dissatisfactionInstant text summarization across high volumes of unstructured feedbackOmnichannel data intake across web, apps, contact centers, and physical locationsRole-based dashboards distributed to frontline employees and executives