Medallia, a SaaS Customer Experience Management solution provider, has launched a smartphone application that pushes customer feedback and recovery actions directly to mobile devices.
Medallia Mobile 2, which complements Medilla Mobile Feedback, and works with both Android and iOS mobile devices, 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 different channels (including social media). In addition, it also enables them to respond to the customer directly from within the app by email (using prebuilt templates) or by phone. With the Medallia platform, management can track frontline 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 frontline who are directly interacting with customers," said Dan Wilson, product manager, 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."