Medallia, a provider of cloud-based customer experience management solutions, today launched a new smartphone application that pushes customer feedback and recovery actions directly to mobile devices. Compatible with iOS and Android, Medallia Mobile 2 is available at both Apple iTunes and Google Play online stores.
Medallia Mobile 2 includes many new features to foster customer engagement across the organization. For example, the application automatically alerts employees to issues reported by customers and then lets them see, manage, and respond to the feedback across channels, including social media. In addition, it also enables them to respond to the customer directly from within the app by email using pre-built templates or by phone. With the Medallia platform, management can track front-line actions and send alerts to employees' mobile devices to ensure they close the loop with customers.
"We want Medallia to be immediately available to every employee, especially those at the front line who are directly interacting with customers," said Dan Wilson, product manager for Medallia Mobile, in a statement. "With this new generation of Medallia Mobile, employees are able to review fresh, immediate survey and social feedback data with scores, alerts, actions, and comments, so they have what they need to improve the customer experience while on the go."