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 experience feedback.
Company and respondents
Fundamentally, Medallia Experience Cloud measures events that are the interaction between Respondents (customers, employees, etc.) and a Company.
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.
Units are the measurable part of the Company that respondents interact with, such as people, locations, and web sites.
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.
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.
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.
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.
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 invitee and the event, and Experience Cloud solicits a response. Solicited response are sometimes called event-based responses.
- Company records the event
- Company feeds invitation data
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".
- Survey response, social media posting, conversation, or video submission, all associated with a Unit
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.
- Text analytics
- Action intelligence
Reports provide accounting of specific events or the aggregations of many events. They can be viewed on desktop with Medallia Web reporting or mobile devices with Medallia Mobile or Medallia Voices, and they can be exported or fed to external systems.
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.
Text Analytics processes text feedback based on defined topics to derive themes that identify sentiment, and calculate impact scores.
Medallia Web reporting 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 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 Admin Suite is a feature of Medallia Web reporting 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.
Medallia Setup is a feature of Medallia Web reporting 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.
For detailed information about the topics mentioned above, see the Medallia Experience Cloud documentation for the topic.