Medallia, a provider of cloud-based customer experience management solutions, has partnered with online travel review site TripAdvisor to enable seamless and timely engagement with guests who can now post reviews on TripAdvisor during the survey process.
The solution allows participating hospitality companies to collect candid guest reviews and opinions on TripAdvisor to help future guests choose the right accommodation, while at the same time helping the company gauge guest satisfaction in more detail.
The recent agreement with TripAdvisor expands the capabilities of the Medallia solution so participating hospitality companies are automatically alerted when traveler reviews become available on TripAdvisor and they can then respond to and engage with customers who write reviews from the Medallia interface.
The agreement enables a one-click posting process whereby participating Medallia hospitality customers invite their guests to post to TripAdvisor during the survey process. This expands the existing Medallia Promote offering so Medallia can send reviews to TripAdvisor via a direct feed. Jointly collected reviews are subject to TripAdvisor's submission policies and are attributed to the participating hospitality company on TripAdvisor. Respondents can also immediately like the property on Facebook or follow it on Twitter through Medallia Promote.
"TripAdvisor is pleased to partner with Medallia, as a growing number of hospitality companies look to increase their engagement with guests, listen to their feedback, and respond effectively," said Severine Philardeau, vice president of global partnerships at TripAdvisor, in a statement. "A recent TripAdvisor survey reveals that 51 percent of accommodation owners worldwide indicate that they invite travelers to share feedback about their guest experiences via email. TripAdvisor's goal is to make it as easy as possible for businesses to leverage online reviews as a megaphone for traditional word-of-mouth advertising."
"Medallia is focused on enabling its customers to easily capture, analyze and act on customer experiences, no matter where they take place," said Medallia CEO Borge Hald, in a statement. "In the hospitality industry, the lion's share of feedback is happening online in review sites. Our relationship with TripAdvisor allows us to provide a seamless experience for busy hospitality professionals who need to easily engage with customers online."