Medallia, a provider of SaaS customer experience management solutions, has launched the Medallia for Salesforce app on the Salesforce1 AppExchange. The app allows 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 and satisfaction metrics such as Net Promoter Scores, as well as native text analytics in 39 different languages. With this integration, customer issues can now be diagnosed and addressed quickly 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.
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. Additionally, due to the deep two-way feature of the integration which marries customer feedback with revenue and account information, better identifies at-risk revenue and upsell opportunities in the Salesforce environment.
"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, ISV and channel, salesforce.com, in a statement. "By leveraging the power of the Salesforce1 Customer Platform, Medallia provides customers with social, mobile and connected cloud technologies to accelerate business success."