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Medallia Closed Loop Service for Salesforce

Maximize your investment in Salesforce Service Transformation with Medallia

Overview

Grow revenue from new leads generated through direct, unstructured feedback, reduce cost to serve and churn by identifying and correcting systemic issues, Improve training, coaching and agent performance by understanding gaps in service

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  • Self Service Improvement Opportunities Capture topics about customers talking about your self-service portal, saying ‘I tried’, and discussing confusion about things they saw online.

  • What is driving call volume? Tying structured data about the call with allow you to identify what are the top issues/call reasons for long calls, for calls that have not been resolved, or for calls that have multiple transfers.

  • Cross-sell/Upsell Assess customer sentiment and reactions to being asked about various cross-sell/upsell opportunities. Which call reasons or new products are most directly tied to a successful cross-sell or upsell?

Drive a Customer Centric Culture in Your Contact Center Your agents are your organization’s lever to course correct on previous interactions with a customer, pinpoint unmet needs to reduce calls backs, and identify new opportunities for revenue growth. Maximize your investment in the Salesforce platform by improving training, coaching and agent performance. Quickly identify and understand knowledge and quality gaps. Personalize and Contextualize Every Service Interaction Improve your agents’ 360 degree view of the customer with the customer’s voice at their fingertips to make sure the customer’s perspective is at the center of every interaction. Agents have access to all feedback from that customer while working every case in Service Cloud, enabling them to tailor each experience and proactively meet the customer’s needs. Drive Operational Efficiencies & Innovation Reduce cost to service your customers by analyzing your aggregated feedback and learnings at scale to detect patterns and opportunities to build more knowledgeable teams and inform structural shifts in your business.

Categories

Business Needs
Agent Productivity
Features
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
FedRAMP Offering
This company indicates that they're a FedRAMP offering. This status doesn't mean that the solution is included in Salesforce's FedRAMP authorization. You're responsible for evaluating the solution's security. To learn more, visit the FedRAMP Marketplace.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
No Limits
FedRAMP Offering
Managed Package

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