Medallia Xchange

Social: Feedback & Review Analyzer

By: Medallia

Improve loyalty through social interactions.

Business Impact

Improve social review scores and reduce customer churn by quickly actioning on negative feedback
Faster visibility into emerging issue by identifying new themes and trends with the use of AI and machine learning
Insight into social channel specific scores and metrics enable smart investment into high impact areas

Overview

Medallia's Social signal analyzer helps companies understand online reputation by providing detailed reporting on scores & comments collected by Medialla Social from 30+ social & review sites, plus 100+ sites through partners. Businesses can maximize the value of social feedback through key metric tracking in aggregate as well as by channel for a more detailed understanding of social interactions. Through Medallia's powerful text analytics capabilities companies can surface new insights through a suite of customizable reports and increase customer satisfaction with alerting on reviews, empowering teams to close the loop quickly. Insights on key metrics like time-to-respond SLAs make it easy to seamlessly link employee social engagement with customers to overarching CX goals.

APP TYPE: Program

SUITE: Customer Experience

INDUSTRY: All Industries

LANGUAGES: EnglishFrenchGermanSpanishPortugueseJapaneseItalianCustom Translations Available

WHAT'S INCLUDED:

Reporting dashboards for social program admins and insights users tracking metrics for both social review sources, like Facebook or Google reviews, Trip Advisor, etc. and non-review social networking content from sources like instagram, FB groups, etc...
Specific reporting tracking response rates and timeliness powered by Medallia's deep social integrations
Text analytics to identify themes and trends across social channels with the use of AI and machine learning
Notifications to alert Social Admins of detractor review for quick response and recovery
Integrations via Medallia Social with over 30+ social & review sites, plus 100+ sites through partners

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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