Medallia Digital Experience Analytics

Score10 out of 10

14 Reviews and Ratings

Community insights

TrustRadius Insights for Medallia Digital Experience Analytics are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Easy and Intuitive Interface: Many users have praised the product for its easy and intuitive interface. They appreciate that it is not overly complex and that information is presented in a clear manner. This user-friendly design makes it effortless for them to navigate through the product and find the information they need. Useful User Playback Tool: Several reviewers have highlighted the usefulness of the user playback tool provided by the product. This feature allows them to review specific parts of a customer's journey on the site, enabling them to identify any bugs or issues that may arise. Users have found this tool valuable in improving their overall website performance. Insight Opportunities and Idea Generation: Users have mentioned that the product provides various opportunities for gaining insights and generating new ideas. They specifically mentioned how heat mapping helps them understand UI pain points and identify bugs, leading to improvements in user experience. The ability to segment customer data using GA segments also supports their analysis, allowing for more targeted decision-making. Integration with Analytics Tools: Reviewers appreciate the integration of the product with analytics tools such as Adobe. This integration brings additional analytics analysis capabilities into one platform, making it easier for users to access comprehensive data without having to switch between multiple systems.

Reviews

3 Reviews

Session replays that deliver results

Rating: 7 out of 10

Incentivized

January 26, 2022

Use Cases and Deployment Scope

One of our clients has a Decibel Insights account that we have access to and actively use. We use the tool to review the core journeys, set up funnels, watch session replays and really get an understanding of what users are doing on the website. Typically we will use Decibel Insights to support any website changes and experimentations that we do, and it helps us to prioritise the work and activities that we are looking to do.

Pros

Review certain parts of a journey - to identify any bugs
Segment customer data (by using GA segments) to support with analysis
Provide insight opportunities to find more ideas

Cons

I think sometimes it is really hard to navigate, I sometimes get lost finding funnels, etc. So navigation is certainly something that could be improved
The timeframe in which segments are able to sync between analytics and Decibel Insights could be improved
The initial dashboard isn't something I use, so not the most relevant feature to myself

Likelihood to Recommend

When we knew that there were some website issues, we were able to use Decibel Insights to really pinpoint the issue and then work on a fix. Again, if we are doing a CRO test then we could also use the tool for a similar reason. It is less suitable for complex websites or websites that are frequently changing, as a lot of support is required by the team and it takes a lot of admin to keep the Decibel Insights account working as effectively as it should.

Verified User

Analyst (51-200 employees)

Vetted Review

5 years of experience

A great tool if you make websites

Rating: 8 out of 10

Incentivized

May 28, 2014

Use Cases and Deployment Scope

Our design agency helped with some marketing and design for Decibel Insight while it was in development. Once it launched, we started using it with sites that we produce too.Its very helpful when analysing existing client sites, as well as highlighting areas of improvement. Clients really like it because it visually overlays visitors' data on top of their own site layout, and they 'get it' quicker than by looking at graphs or numbers. This makes it easier to make recommendations about layout, content and navigation - when you have the data to hand, it backs up your statements much more effectively.

Pros

Easy and intuitive. The interface isn't overly complex.
Information is presented clearly.
Easy to find the information I'm looking for. Again, this is due to the simplicity.
The user playback tool is very powerful. It's like a video recording of where the client goes throughout the site.

Cons

Being able to create groups of segments would be useful.
The interface for selecting page types needs more options, it can be difficult to use if you have lots of similar pages.
Would be good if top level stats were presented in different ways, or in a more visual way (ie pie charts, graphs).
Generating reports - it would be nice if I could export charts and graphs instead of just CSV files.

Likelihood to Recommend

It doesn't replace traditional analytics tools like Google Analytics, but works best alongside them. Google Analytics is ideal for number crunching and stats, but it can't tell you why the stats are they way they are. DI helps answer those questions, it does things that Google can't do - showing information about clicks or scrolling on a specific page, and showing how much each page element contributes to your bottom line. The user playback tool is very very useful. In combination with the interaction maps, it's a great way to highlight key site issues quickly, and develop strategies of dealing with them.

Verified User

Employee in Marketing (11-50 employees)

Vetted Review

10 years of experience

A tool that provides excellent insight into a user's journey on your site

Rating: 6 out of 10

Incentivized

January 26, 2022

Use Cases and Deployment Scope

We use different modules within Decibel to understand visitor behavior and actions on the website. We are able to hone certain aspects within the site to provide a better site experience and drive better conversion rates. It is especially useful in looking at form abandonment and understanding why visitors may leave the form incomplete (being able to look at dropout field, for example).

Pros

Heat mapping provides a great understanding of UI pain points/bugs
Integration with analytics tools (we use Adobe) brings in analytics analysis as well
Helps to understand the user journey and where dropoff is occurring

Cons

The interface itself is very slow, making it difficult to use at times
Integrations use data that flows one way (ie. into Decibel). I know perhaps not under Decibel's control entirely, but it would be useful if it was possible to make changes in the platform that go the other way too
At times, certain features in the platform just dont work and it throws seemingly random errors.

Likelihood to Recommend

If you are seeking to gain insight on the user journey on your website, in various areas, Decibel is perfect for this situation. For example, if you are trying to understand form dropout, Decibel allows you to see what form field the majority of the dropoffs occur. You can then take action based on these insights.

Verified User

Manager in Marketing (10,001+ employees)

Vetted Review

3 years of experience

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A great tool if you make websites

Rating: 8 out of 10

Incentivized

May 28, 2014

Use Cases and Deployment Scope

Pros

Easy and intuitive. The interface isn't overly complex.
Information is presented clearly.
Easy to find the information I'm looking for. Again, this is due to the simplicity.
The user playback tool is very powerful. It's like a video recording of where the client goes throughout the site.

Cons

Being able to create groups of segments would be useful.
The interface for selecting page types needs more options, it can be difficult to use if you have lots of similar pages.
Would be good if top level stats were presented in different ways, or in a more visual way (ie pie charts, graphs).
Generating reports - it would be nice if I could export charts and graphs instead of just CSV files.

Likelihood to Recommend

Verified User

Employee in Marketing (11-50 employees)

Vetted Review

10 years of experience