Medallia Launches Tool to Understand Digital Behavior

Customer feedback specialist Medallia has launched a solution to help companies get a 360-degree view of customers across digital touchpoints.

Founded in 2001, Medallia offers a Software-as-a-Service application which captures customer feedback 'everywhere the customer is' - on the phone, in store, online and mobile; it then helps users understand the feedback in real-time, and prompts action. Three years ago, the firm partnered with TNS to develop a new offer to help organisations develop consumer-centric business strategies.

The new 'Medallia for Digital', a component of the firm's 'Experience Cloud', brings in web and mobile customer feedback and integrates it with data from retail stores, contact centers and other touch points. The integrated data will give clients a deeper understanding of customer behaviour, says the company.

Ori Soen (pictured), General Manager, Medallia for Digital, comments: 'In just over a year, we have doubled the number of customers using our digital solution and are now processing more than 2.5 billion digital interactions every month. Today's integration with Medallia Experience Cloud enables companies to take advantage of Medallia's powerful reporting and text analytics to gain even deeper insights and connect the digital channel with other channels along the customer journey'.

The company, which has offices in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv, is online at: www.medallia.com .