Multi-brand

Multi-Brand Feature Increases Flexibility

Multi-brand is a powerful feature for any company that wants to harness Medallia Agent Connect across more than one brand. With this feature you can now create different brand identities through the same Agent Connect account.

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.

Configuring Different Brands

There are a number of different elements of the consumer flow that you can customize through the multi-brand feature. You'll be able to update your brand name, your logo and your color scheme and suppression period. You can also update your social settings to point to different branded social accounts. All of these updates are managed through your existing Settings screens.

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.