Medallia Experience Cloud

High-level overview of Medallia Experience Cloud features and functionality

Medallia Experience Cloud is an end-to-end experience collects responses from multiple signals, processes them, and reports individual and aggregated responses that are then used to drive accountability and actions across the business, based on customer feedback.

Experience Cloud collects and distills responses into reports

Company and respondents

Fundamentally, Medallia Experience Cloud measures events that are the interaction between Respondents (customers, employees, etc) and a Company.

Measuring the interaction between a customer and a company

Users

Users are the employees of the Company who have access to reporting. Some users are administrators who can configure reports, surveys, etc, and can manage users, integrations, and more.

Users can review responses

Units

Units are the measurable part of the Company that respondents interact with, such as people, locations, and web sites.

Units interact with respondents

Organization

An Organization (of the Company) is the collection of Units and Users, and is represented as a hierarchy. Knowing the organization allows Experience Cloud to report on specific or groups of related Units, and to identify which Users have access to the information.

A company with different hierarchies of units

Unit Groups classify a Unit's place in the company, such as sales district or territory, a line of business, geographical region, time zone, or managerial level. Unit groups are useful for controlling or limiting access to responses such that user only see the data available to their group. A unit can belong to multiple unit groups, each with different hierarchies.

Responses

Measurements are made by analyzing feedback from various signals, such as surveys, social media, and conversations. Each signal is one interaction, and each is a response. Responses are collected and presented to users as Response Reports.

Responses collected in reports

Respondents

Respondents can be known to the company, or they can be anonymous.

  • Known respondents have profile attributes like name, email, phone number, and other demographics such as company loyalty status.

  • Anonymous respondents have no stored personal information; rather, it is just known they gave a response.

Known users have profiles while unknown users have no store personal information

Invitations

Feedback (responses) can be solicited with invitations: requests to provide feedback. They may be an email with a link to a web survey, or pushed as an SMS conversation. The company provides information about the customer and the event, and Experience Cloud solicits a response. Solicited response are sometime called event-based responses.

Layer 1 1 2 3 4 5 6
  1. Event
  2. Company records the event
  3. Company feeds invitation data
  4. Invitation
  5. Response
  6. Report

Anonymous or unsolicited responses

Anonymous or unsolicited responses happen when the respondent initiates the feedback. The response is always associated with a Unit, which might be a web site, social media page, or "the Company".

Layer 11234
  1. Event
  2. Response
  3. Survey response, social media posting, conversation, or video submission, all associated with a Unit
  4. Report
Note: An anonymous respondent can provide personal data to become a "known" respondent with a profile.

Response processing

After a response is received, it is processed into reports. First Experience Cloud checks to see if the response requires an alert indicating a need for company follow-up. Then free-form text is analyzed to determine sentiment and to drive action intelligence. The processing results are then available for reporting.

Layer 112345

  1. Response
  2. Alerting
  3. Text analytics
  4. Action intelligence
  5. Report

Reports

Reports provide accountings of specific events or the aggregations of many events. They can be viewed on desktop with Medallia Web or mobile devices with Medallia Mobile or Medallia Voices, and they can be exported or fed to external systems.

Reports view on devices and exported to external systems

Alerts

Alerts are actionable activities based on customer responses. Alerts allow companies to follow-up with the customer to address the issue. Alerts often drive Closed Loop Feedback.

Alert generated from a customer response

Text Analytics

Text Analytics processes text feedback based on defined topics to derive themes that identify sentiment, and calculate impact scores.

Text analytics processes free-form text

Medallia Web

Medallia Web is a desktop interface where users access reports, perform alert activities, and analyze text. Access is usually controlled by a company-based single sign-on (SSO) system. Access to reports, activities, and data are managed by role-based authorization and the user's unit groups.

Medallia Web Recent Responses report

Mobile apps

Medallia Mobile provides users with mobile access to reporting and alerts. Many of the desktop reports are also available on mobile devices.

Medallia Voices helps executives to connect with customer responses and to engage with employees by providing a pulse of the system.

Medallia Mobile Dashboard and Voices response report

Admin Suite

Medallia Admin Suite is a feature of Medallia Web where administrators manage and perform tasks such as building and modifying reports, surveys, and defining organizational information. It also provides links to Medallia applications licensed to the company.

Admin Suite home page with tiles to modules and apps

Medallia Setup

Medallia Setup is a feature of Medallia Web where certified administrators perform advanced system configurations. While the vast majority of day-to-day administration tasks can be accomplished in Medallia Admin Suite, some advanced, destructive, or legacy tasks can only be performed by certified administrators using Medallia Setup.

Medallia Setup Alerts configuration page

For detailed information about the topics mentioned above, see the Medallia Experience Cloud documentation for the topic.