Medallia Xchange

Retail: Fulfillment - Delivery Experience

By: Medallia

Retail: Fulfillment - Delivery

Business Impact

Drive multi-channel buying behaviors and increased purchase frequency
Reduce returns due to shipping errors
Improve customer acquisition and retention through optimized fulfillment options
Enhance decision making related to fulfillment networks, shipping partners, and customer SLAs

Overview

Retailers who excel across channels in ordering, shipping, delivery, and pickup turn single-channel customers into omnichannel customers. Retail Fulfillment Experience from Medallia drives multi-channel buying behaviors and reinforces competitive differentiation by allowing brands to provide fulfillment experiences that minimize common friction points. Feedback is captured, analyzed, and prompted for response across the fulfillment journey, from orders fulfilled by traditional delivery methods, either via third party or in-house carriers, to those fulfilled by stores or distribution centers and available for pickup in specific locations.

APP TYPE: Program

SUITE: Customer Experience

INDUSTRY: Retail

LANGUAGES: EnglishFrenchGermanSpanishPortugueseJapaneseItalianCustom Translations Available

WHAT'S INCLUDED:

Survey templates for pickup and delivery touchpoints, covering key metrics, including questions about tracking, delivery team, product condition and packaging satisfaction
Triggering and sampling rules to prevent survey fatigue
Role-based reporting dashboards for fulfillment managers, close the loop team leads, and retail admin and insight roles
Updates to dashboards for cross-functional stakeholders, including digital, insights, and store leadership teams
Alerts and workflows for detractors and missing orders and supporting workflows and rapid response templates
Integration of operational data, including delivery details, identity of shipping carrier and shipping method, and order details, item count and total order amount, to provide context for feedback and the information required to investigate issues

Medallia

About This Provider

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. Learn more about our values.

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