Medallia Resolve Roots Out Recurring Customer Pain Points

Medallia, a customer experience management provider, has released Medallia Resolve, an advanced customer experience capability that helps companies quickly find the root causes of recurring customer pain points so they can be addressed at the source of the problem.

Closing the inner loop with customers has become standard practice for how companies resolve individual customer issues. Today, the challenge is to increase the strategic impact of customer feedback by closing the outer loop, or aggregating feedback to uncover business improvement opportunities that provide tangible value for large groups of customers.

According to research from Bain & Company, closing the outer loop with customers can increase NPS and reduce costs, and Medallia Resolve offers an interlocking two-level approach that is critical for this process. It helps frontline employees more effectively resolve individual issues and understand the underlying causes. It also helps companies aggregate, distribute and analyze customer insights to identify the most pressing recurring problems. As a result, companies are not only more effective in managing individual issues, but can also accelerate far-reaching operational advancements

Medallia Resolve's new features include:

  • Best-practice-tailored case management tools: Helps companies engage in a productive dialogue with customers when things go wrong: by alerting the employee who is closest to the problem to close the loop with the customer, helping them better understand the issue, and letting them record findings for systemic learning and analysis.
  • Enhanced internal collaboration tools: Aggregates historical data from all touchpoints to give employees the context they need to solve customer problems — and allow them to pull in teammates for help.
  • An upgraded reporting dashboard: Opens the outer loop by identifying root causes of recurring customer pain points, including broken processes, common misunderstandings and training gaps.
  • A real-time mobile app: Alerts employees about customer issues on the go and provides the ability for them to respond directly even if they're away from their desk.

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Customer experience management company Medallia acquired customer feedback capturing technology Kampyle earlier this week and rolled it into Medallia Digital—a combined feedback management and data analytics solution. Together, the two solutions will deliver more omnichannel insight into the customer experience because it will take both offline and online data into account.

Posted October 21, 2016