Medallia Xchange

B2B: Onsite Service Experience

By: apps

Differentiate through onsite service excellence

Business Impact

Identify and save at-risk accounts in real time
Improve training, coaching, and field representative performance
Reduce costs to serve
Optimize field service processes based on direct customer feedback and outcomes

Overview

Direct customer interactions are the foundation of B2B success, especially those driven by field teams servicing a customer onsite. And when delivered with professionalism and attention to detail, customer satisfaction soars. B2B Onsite Service enables companies to drive improvement and customer satisfaction by managing experiences associated with service engagements. Field teams are provided with feedback along the servicing journey allowing them to assess scheduling, overall performance, and perceived competency and professionalism of field representatives. In situations where recognition or coaching are recommended, role-based dashboards and workflows provide managers with data and insights to take actions in real-time. Account managers and executives also benefit from B2B Onsite Service by having more holistic account satisfaction views

APP TYPE: Program

SUITE: B2B Customer Experience

INDUSTRY: Business Services

LANGUAGES: EnglishFrenchGermanSpanishPortugueseJapaneseItalianCustom Translations Available

WHAT'S INCLUDED:

Survey template gathering feedback on key metrics, including detailed appointment and technician satisfaction metrics based on the understanding of customer needs, the professionalism and knowledge of the technician and clear communications
Triggering and sampling rules and customizable templates for multi-channel survey outreach
Alerts to notify operation leads of detractors, promoters or low driver satisfaction ratings and corresponding follow up workflows
Reporting dashboards for COOs, regional operations leaders, operations managers, technicians, and admins
Text analytics to identify themes and trends across accounts with the use of AI and machine learning

apps

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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