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News : HelloFresh Partners with Medallia to Transform Contact Center and Improve Customer Experience

#contactcenterworld, @medallia

Pleasanton, CA, USA, Sept 27, 2022 -- Medallia, Inc., a global provider in customer and employee experience, announced that HelloFresh, an integrated food solutions group, has selected Medallia to transform their contact center experience.

HelloFresh partnered with Medallia to understand structured and unstructured data to improve its US contact center experience and ultimately, the overall customer experience. The meal-kit company was looking to automate its quality assurance processes and turn customer insights into action to improve the experience for both customers and agents.

"As a customer-centric organization, we wanted to work with the industry leader in customer experience," said Maureen Kamaishah, Director of Customer Experience, HelloFresh US. "We selected Medallia for their best-in-class technology, but also because we knew they were a knowledgeable and collaborative partner. Our implementation has been incredibly smooth and we have continued to be impressed by the responsiveness and transparency of the entire team at Medallia. We are excited to start uncovering insights and believe the ability to proactively monitor calls is going to be a game changer for our organization."

With AI-driven speech analytics, HelloFresh can now automate quality monitoring across all frontline agents, identifying high-impact calls for manual reviews, instead of randomly selecting a small subset of calls for manual review. 

"As an iconic global brand, HelloFresh puts their customers first in all aspects. By incorporating Medallia’s best-in-class contact center suite, they can deliver not only the best customer experience, but also a higher quality agent experience," said Leslie Stretch, CEO, Medallia. "With the ability to continuously turn feedback and insight into impactful action for customers, our easy-to-use platform empowers companies to use all forms of feedback to drive change and improve the lives of their customers and employees."

#contactcenterworld, @medallia

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Medallia:
Company LogoMedallia® is the Customer Experience Management (CEM) company that is trusted by hundreds of the world's leading brands, including Four Seasons, GE, Gold's Gym, Sephora, and Zurich Insurance. We enable companies to survey and capture customer feedback across Web, social, mobile, and contact center channels, understand it in real-time, and take action to improve the customer experience (CX).
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Published: Wednesday, September 28, 2022

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2022 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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