Medallia, a provider of cloud-based customer experience management (CEM) solutions, has launched the Medallia for Salesforce app on the Salesforce1 AppExchange. The app empowers Salesforce customers to integrate enterprise-scale, real-time customer feedback, insights, and improvement actions within customer recovery workflows in Salesforce.
Medallia for Salesforce provides access to the voice of the customer (VOC) and satisfaction metrics such as Net Promoter Scores, as well as native text analytics in as many as 39 languages. With this integration, customer issues can now be diagnosed and addressed right within Salesforce.
Built on the Salesforce1 Customer Platform, the new social, mobile, and cloud customer platform is currently available on the AppExchange.
Medallia's solution includes research-caliber analytics, native text-analytics, closed-loop feedback workflows, enterprise scalability, and early warning systems to alert teams of brewing issues.
With Medallia for Salesforce, surveys can be automatically triggered immediately after a transaction is logged in Salesforce. Integrated case management workflows automatically open a case within Salesforce when issues arise and streamline customer recovery efforts. Furthermore, the deep two-way nature of the integration, which marries customer feedback with revenue and account information, identifies at-risk revenue and upsell opportunities right in the Salesforce environment.
"The companies we serve who use Salesforce wanted to bring the voice of the customer into the daily activity of their CRM users," said Borge Hald, CEO of Medallia, in a statement. "Now, Salesforce users gain critical insight into the specific issues of each customer they serve and are able to close the loop to retain and grow those customers."
"Companies are looking to transform the way they connect with customers, partners and employees to thrive in today's connected world," said Ron Huddleston, senior vice president of ISV and channel at salesforce.com, in a statement. "By leveraging the power of the Salesforce1 Customer Platform, Medallia provides customers with the proven social, mobile and connected cloud technologies to accelerate business success."