Pleasanton, CA, USA, Sept 2022 – Medallia, Inc., a company in customer and employee experience, announced its frontline engagement and quality management app is now available on the Salesforce AppExchange. This integration makes it seamless for brands to receive agent-level customer feedback in Salesforce to power service recovery, agent coaching, and quick resolution of customer issues.
Built specifically for teams handling support interactions in Service Cloud, Medallia Frontline Engagement and Quality Management trigger real-time, post-interaction surveys the moment a ticket is closed. The app is powered by Medallia Agent Connect, which provides personalized, user-friendly surveys that deliver response rates. Survey response data is available in Service Cloud and can be aligned with customer or account profiles, ensuring agents have insights on hand to help with issue resolution. Sales and support leadership gain visibility into key service performance metrics like NPS, CES, and agent-level CSAT.
"Contact center teams are on the front line of solving customer issues and creating improved experiences," said Farooq Javed, SVP, Strategic Platform Partnerships, Medallia. "Having real-time, clear, and useful customer insights right in their system of work is empowering for agents and a critical tool to help them make customers feel known and valued."
Posted by Veronica Silva Cusi, the news correspondent
Medallia® 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).
Published: Wednesday, September 21, 2022
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