Main brand settings

Configure your company branding on the Company Info screen in Settings. When you are done, click Update Company at the bottom of the screen.

Company Logo

Click Upload image to add a company image that appears at the the top of your surveys. Use a horizontal format with a transparent or white background. The image should be at least 400px wide and 100px tall, but Medallia Agent Connect attempts to resize images to make sure your logo fits on all screen sizes.

Brand color

The primary color used in the feedback flow your customers see. Specify a hex color value starting with an octothorpe (#).

Multi-brand functionality

You can use several different brand identities in your Agent Connect instance, presenting different logos and colors in surveys and reports.

Getting Started

Taking advantage of the multi-brand feature couldn't be easier. There are four simple steps to get started:

1. Contact your Client Services Manager to have the feature added to your account.

2. In addition to the normal fields you pass to us via our API, you will now also pass a unique identifier for each separate brand you want to send Agent Connect requests for.

3. The Agent Connect team will then create each separate brand within the Agent Connect app, so you can then login and configure the customer experience.

4. Once you have everything configured the way you want it, you then simply 'enable' the additional brands within Agent Connect and this will start the flow of brand-specific feedback requests to your customers.

After you configure the logos and colors of each brand, include the Brand Label value in the data your company passes to Agent Connect through the API. Agent Connect uses that value to determine which brand to use in the surveys sent to your customers.

With multi-brand configurations, you can also define a separate Suppression period for each brand on the Company Info screen. This value specifies how many days must pass before a customer can be sent another survey.

When the configuration is complete, relevant, brand-specific feedback requests are sent to customers automatically through your CRM system. Team Members managing customer inquiries across multiple brands can see overall feedback, and can filter feedback by individual brands. Team Leaders can also filter by brand on the dashboards.

Impact on Existing Workflow

We've created the multi-brand capabilities to have zero impact on your team's existing workflow. Once you've configured your individual brands using the steps outlined above, there is nothing else required. Relevant, brand-specific feedback requests will be sent to customers automatically through your CRM system.

Reporting

Front-line team members who manage customer inquiries across multiple brands will now be able to look at their feedback overall, or filter their feedback by individual brands. As a team leader, you'll be able to filter brands on the Company dashboards. Through these dashboards, you can easily look at brand-specific performance metrics to spot any differences in performance and customer satisfaction.