Integration enables large enterprises to bring Voice of the Customer insights and NPS into their Salesforce workflows enabling a 360-degree view of the customer from just one system
PALO ALTO, Calif., July 17, 2014 ‹ Medallia® (www.medallia.com), the global leader in SaaS 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. The app provides access to the Voice of the Customer (VOC) and satisfaction metrics such as Net Promoter Scores (NPS), as well as native text analytics in as many as 39 different languages. With this integration, customer issues can now be diagnosed and addressed quickly, right within Salesforce. The full view of the customer that Medallia brings enables both sales and support teams to execute more effectively in their efforts to retain and grow customers.
Built on the Salesforce1 Customer Platform, the new social, mobile and cloud customer platform built to transform sales, service and marketing apps, Medallia for Salesforce is currently available on the AppExchange at www.appexchange.com.
Comments on the News
• “We bring the voice of the customer into everything we do, and that is a competitive differentiator for us. The integration of Medallia and Salesforce is ideal for our customer-facing teams. It allows us to rapidly see the feedback we collect, analyze right in our Salesforce workflow, and execute our closed loop process,² said Walt Weisner, senior vice president of Customer Care at RingCentral. ³With this new capability, it¹s easier to keep our focus on our customers so we can deliver a world class customer experience.²
• ³Companies are looking to transform the way they connect with customers, partners and employees to thrive in today¹s connected world,² said Ron Huddleston, senior vice president, ISV & Channel, salesforce.com. ³By leveraging the power of the Salesforce1 Customer Platform, Medallia provides customers with the proven social, mobile and connected cloud technologies to accelerate business success.²
• ³The companies we serve who use Salesforce wanted to bring the Voice of the Customer into the daily activity of their CRM users,² said Borge Hald, CEO of Medallia. ³Now, 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.²
Drive Actions and Mitigate Issues To Increase Customer Loyalty
Medallia¹s research-caliber analytics, native text-analytics, closed-loop feedback workflows and enterprise scalability equip large sales and support teams with what they need to drive actions and mitigate issues before they impact customer loyalty and business performance. With early warning systems to alert teams of brewing issues, Salesforce users such as call center agents and account managers can now take the necessary measures to improve the customer experience, driving increased customer retention and growth.
Key Capabilities of Medallia for Salesforce
With Medallia for Salesforce, surveys can be automatically triggered immediately after a transaction is logged in Salesforce. These immediate feedback requests help companies improve their response rates and receive richer, more relevant customer feedback. 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, better identifies at-risk revenue and upsell opportunities right in the Salesforce environment.
Learn more by watching this video.
http://www.medallia.com/salesforce/
About the Salesforce1 AppExchange
The Salesforce1 AppExchange is the world¹s leading business apps marketplace. With more than 2,200 partner apps and more than 2.4 million customer installs it is the most comprehensive source of social and mobile cloud apps for business. The Salesforce1 Customer Platform is the new social, mobile and cloud customer platform for building next generation apps, powering Salesforce CRM, and more than 3 million custom apps built by customers and partners. Apps built on the Salesforce1 Platform can be easily distributed and marketed through Salesforce1 AppExchange.
Salesforce, Salesforce1, AppExchange and others are among the trademarks of salesforce.com, inc.
About Medallia
Medallia® is the Customer Experience Management company that is trusted by hundreds of the world’s leading brands, including Four Seasons, GE, Marriott International, Nordstrom, Sephora, and Zurich Insurance. Medallia¹s Software-as-a-Service (SaaS) application enables companies to capture customer feedback everywhere the customer is (Web, social, mobile, and contact center channels), understand it in real time, and deliver insights and action everywhere‹from the C-suite to the frontline‹to improve the customer experience. Founded in 2001, Medallia has regional headquarters in Silicon Valley, London, Sydney, and Buenos Aires. Learn more at www.Medallia.com and follow us at blog.medallia.com, Twitter.com/Medallia, and Facebook.com/MedalliaInc.
