Medallia Launches Service Experience Quickstart for ServiceNow
26 August 2020 - 10:00PM
Business Wire
Empowers organizations to optimize their
customer service experiences, reduce churn and grow upsell,
cross-sell opportunities in the moment
Medallia (NYSE:MDLA), the global leader in experience
management, today announced Service Experience Quickstart for
ServiceNow Customer Service Management (CSM) enabling companies to
capture customer service experience feedback in real time and take
intelligent action to optimize those experiences in-the-moment in
ServiceNow CSM.
The pre-configured solution can be up and running in days and
empowers businesses to capture in-the-moment rich video, audio or
text feedback. With the addition of Medallia AI-powered
intelligence, companies gain a clear picture of how customers are
feeling about their customer service experiences and what actions
are required to optimize them.
“The customer experience industry has continued to see
accelerated growth, as companies digitize and customers raise their
expectations for personalized, simple and efficient interactions
with brands,” said Michael Ramsey, vice president of Product
Management for Customer Workflow products at ServiceNow. “Today,
companies must do more than just engage with customers to drive
loyalty. Great service requires a holistic view of the customer.
With the Medallia Service Experience Quickstart for ServiceNow
organizations have the ability to quickly and proactively respond,
take action, and incorporate feedback to continuously improve the
experience.”
Medallia announced its first integration with ServiceNow in
October 2019. Customers including 7-Eleven have been using Medallia
Experience Cloud and ServiceNow CSM and together, they’ve been
helping brands proactively address customer issues, drive to faster
resolutions, and get feedback on a customer’s support.
“Through an integration with Medallia and ServiceNow CSM,
7-Eleven is now able to optimize case resolution and share customer
experience insights, enabling 7-Eleven to move more quickly and
take feedback-to-action in a targeted way," says Michelle Brigman,
Director of Customer Experience at 7-Eleven Inc.
“The acceleration of digital disruption has dramatically
increased customer service engagements, creating new opportunities
to listen and understand customers, and take proactive actions to
create brand promoters. I am thrilled to launch the Medallia
Service Experience offering as it brings the power of two
market-leading solutions together to deliver exceptional customer
experiences,” said Sarika Khanna, chief product officer for
Medallia.
This new solution adds to Medallia’s ServiceNow integrations
that are currently available on the ServiceNow Store: Medallia CX
Integration for ServiceNow CSM and Medallia EX Integration for
ServiceNow ITSM.
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About Medallia
Medallia (NYSE: MDLA) is the pioneer and market leader in
Experience Management. Medallia’s award-winning SaaS platform, the
Medallia Experience Cloud, leads the market in the understanding
and management of experience for customers, employees and citizens.
Medallia captures experience signals created on daily journeys in
person, on calls and digital channels, over video and social media
and IoT interactions and applies proprietary AI technology to
reveal personalized and predictive insights that can drive action
with tremendous business results. Using Medallia Experience Cloud,
customers can reduce churn, turn detractors into promoters and
buyers, create in-the-moment cross-sell and up-sell opportunities
and drive revenue-impacting business decisions, providing clear and
potent returns on investment.
© 2020 Medallia, Inc. All rights reserved. Medallia®, the
Medallia logo, and the names and marks associated with Medallia’s
products are trademarks of Medallia. All other trademarks are the
property of their respective owners.
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