Medallia, a provider of SaaS customer experience management (CEM) applications, today launched an app that pushes customer feedback and recovery actions directly to mobile devices. Compatible with iOS and Android, Medallia Mobile 2 is available at both Apple iTunes and Google Play online stores.
"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 for Medallia Mobile. "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."
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, employees can respond to the customer directly from within the app by email (using pre-built templates) or by phone.
The Medallia platform also provides the ability for management to track employee actions and send alerts to employees' mobile devices to ensure they close the loop with customers.
The Medallia Mobile 2 app is available today to current Medallia customers in the Apple iTunes and Google Play stores.
Founded in 2001, Medallia has regional headquarters in Silicon Valley, London and Buenos Aires. Its customers include Four Seasons, GE, Gold's Gym, Nordstrom, Sephora and Zurich Insurance.