Medallia launches customer experience feedback service
Customer Experience service Medallia has launched a new product to capture user feedback across digital channels using its CX platform.
Medallia for Digital launches across ANZ for omnichannel approach to CX management
Medallia today announced Medallia for Digital, a key component of Medallia Experience Cloud, is launching across Australia and New Zealand, empowering companies to get a 360-degree view of the customer across all touchpoints.
The solution enables companies to capture feedback from customers on the web and mobile and integrate it with data from retail stores, contact centres, and other touchpoints. By combining, organising, and analysing the data, companies can more deeply understand customer behaviour and take action in real-time.
While a vast majority of customer journeys begin and many times end on web and mobile devices, many companies still struggle to understand their customers as they interact on digital channels. They rely mainly on analytics and other technologies to understand what is happening. With Medallia for Digital, companies can engage customers directly throughout their digital journeys to understand the ‘why’ behind the ‘what’, connecting the user’s perspective with analytical data to gain a deep understanding of their users.
Medallia works with leading global and Australian brands including Airbnb, Toyota, Sephora, Hilton and Auto & General Services. It has been operating across Australasia since 2014 after opening offices in Sydney and Melbourne.
Ori Soen, general manager, Medallia for Digital said: “Today’s integration with Medallia Experience Cloud enables companies to take advantage of Medallia’s powerful reporting and text analytics to gain even deeper insights and connect the digital channel with other channels along the customer journey.”
Medallia for Digital creates a unified view of the customer by combining offline and online feedback and unlocks and understands customer insights with AI-based text analytics.
Zach Hotchkiss, Australia and New Zealand country manager at Medallia said: “Medallia for Digital helps companies keep pace with customers’ constantly changing digital behaviours. Processing customer data at a massive scale, the solution helps deliver a true omnichannel view of the customer experience and enables companies to take action on the data in real-time across all touchpoints. We’re delighted to be launching it for our customers across ANZ.”
Companies using Medallia Experience Cloud are able to anticipate customer needs and adapt their organisations to meet them, leading to improved customer satisfaction and top line growth. Medallia’s proven methodology is now available as a Best Practice Package for Digital, allowing companies to accelerate time to value as well as learn from our expertise. By understanding customer feedback on the web experience and mobile app, companies can transform their digital journeys and grow their business.
From a company media release
