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Medallia Video

Score8 out of 10

2 Reviews and Ratings

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What is Medallia Video?

Medallia Video (or LivingLens, which was acquired by Medallia February 2020), is designed to help organizations capture and extract rich data from video feedback content at scale, to tell stories that inspire action and change.

Categories & Use Cases

Reviews

What users are saying about Medallia Video.
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Medallia - Voice of the customer captured!

Incentivized
Verified User
Manager in Professional Services (10,001+ employees employees)

Use Cases and Deployment Scope

We use Medallia to obtain customer feedback with our customer-facing support teams. It is built into our CRM and allows auto-generated reports to be sent to contacts. We have set rules for when to send it so we can target new or specific returning customers. This is used to generate team stats and insights into our customer experience.

Pros

  • Automation
  • Dashboard
  • Customization

Cons

  • Implementation
  • Email delivery (spam risk).
  • Sharing access.

Most Important Features

  • Reporting
  • Consistency
  • Dashboard

Return on Investment

  • Understanding customer needs.
  • Customer feedback for development ideas.
  • Improved quality scores.

Other Software Used

Salesforce CMS, NICE Desktop Analytics

Retain customers. Discover new customers. ALL IN REAL TIME.

Incentivized
Verified User
Executive in Corporate (10,001+ employees employees)

Use Cases and Deployment Scope

Uncover patterns and trends, analyze journeys and predict customer behavior. Before Medallia LivingLens, we did not have any system that captured this info in real-time. We were missing out on critical insights for current and future customers, which included a loss in revenue.

Pros

  • Capture voice of the customer
  • Predicts behavior and identifies opportunities for improvement
  • Pre-built templates I can personalize with the customer comments and case data provided

Cons

  • The overall thematics of the platform can be changed to be a little better, but other than that, the platform is clean and friendly
  • They only provide direct services to businesses they should also focus on end users as well.

Most Important Features

  • You can see the respondents and make conclusions based on their emotions and body language.
  • Captures systemic root cause issues across different channels, so I can identify and prioritize where to focus customer experience improvements

Return on Investment

  • It's pricey, but so is losing a customer
  • The AI feature could be a little more robust
  • Training on its features would be a HUGE benefit.

Other Software Used

Adobe Workfront, Infor POS (formerly Vivonet), Kantar Advertising and Paid Search Intelligence