Medallia Xchange


ServiceNow CSM

By: Medallia

Actionable feedback from every service interaction.

"Better customer service is directly correlated with overall revenue and organizational health", according to a McKinsey research report. Are you delivering the service experience your customers expect? Medallia for ServiceNow CSM enab... CONTINUED BELOW


  • Drive higher customer satisfaction by leveraging actionable feedback captured after every case closure
  • Reduce cost to serve using customer service feedback to enhance self-service
  • Improve agent effectiveness using feedback insights from every customer interaction
  • Decrease time to resolution
  • Increase net retention



Overview

"Better customer service is directly correlated with overall revenue and organizational health", according to a McKinsey research report. Are you delivering the service experience your customers expect? Medallia for ServiceNow CSM enables organizations leveraging ServiceNow Customer Service Management (CSM) to optimize their customer workflows. By capturing customer feedback via video, audio, or text after every case closure, organizations gain a clearer picture of how their customers are doing in-the-moment and can take immediate action to improve experiences. With Medallia's real-time feedback capture and AI-powered text-analytics, account, operations, and customer service teams can accelerate support issue identification, reduce recurring case volume, and increase customer satisfaction with better agent experiences. "The Care of One - Hyperpersonalization of customer care", Mckinsey & Company, June 2020.

APP TYPE: Connector
SUITE: Customer ExperienceB2B Customer ExperienceContact Center Experience
INDUSTRY: All Industries
LANGUAGES: EnglishFrenchGermanSpanishPortugueseJapaneseItalianCustom Translations Available
WHAT'S INCLUDED: 
  • A managed solution that seamlessly integrates with ServiceNow CSM
  • Trigger feedback (email-to-web, SMS, video, or other) directly after an event
  • Sync experience data back into ServiceNow to ensure users can work from their system of engagement
  • Re-open objects in ServiceNow that are not considered resolved

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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