Medallia launches customer experience management app for iOS, Android
Customer experience management solutions firm Medallia introduced Medallia Mobile 2, a new application that pushes customer feedback and recovery actions directly to iOS and Android devices.
Medallia Mobile 2 automatically alerts employees to issues reported by customers and allows them to view, manage and respond to feedback across different channels, including social media.
Staffers also may respond to customer inquiries and issues directly from within the Medallia Mobile 2 app via email--using pre-built templates--or by phone. In addition, management can track frontline actions and send alerts to employees' mobile devices to guarantee they close the loop with customers.
"We want Medallia to be immediately available to every employee, especially those at the frontline who are directly interacting with customers," said Medallia Product Manager Dan Wilson. "With this new generation of Medallia Mobile, employees are able to review fresh, immediate survey and social feedback data with scores, alerts, actions and comments, so they have what they need to improve the customer experience while on the go."
Medallia's software-as-a-service platform enables companies to survey and capture customer feedback across mobile, online, social and contact center channels, analyze reports in real time and take action to boost the customer experience. Medallia clients include General Electric, Four Seasons, Gold's Gym, Nordstrom, Sephora and Zurich Insurance.
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