Looking to offer website and e-commerce teams expanded ability to understand and improve the visitor experience, Medallia has announced Medallia Web Experience solution.
To provide companies with a clear understanding of what they must do to make visitor experiences better and resolve "commercial trouble spots," Medallia has now designed Web Experience. Web Experience integrates web analytics data with customer experience data to explain the 'whys' behind website behavior, the company stated in a press release.
Medallia claims that the company purpose built its solution to help clients capture feedback from their stakeholders, share the data company wide, recover customers at risk, discover what's behind the data, and improve company performance and various other such functions.
"After several clients asked us to customize our CEM solution to help them understand website behavior, we realized there was an extensive unmet need,' said Borge Hald, CEO and co-founder of Medallia. "We decided to build a product that takes into consideration how all our clients would use this type of solution. Now, business managers of social media, e-commerce, and enterprise sites can use the same structured approach to driving business performance."
Users now get a comprehensive, 360-degree view of the customer journey, from website browsing to fulfillment to service with the help of Web Experience. It also enables website teams to delve deeply into web experience trouble spots, on the fly and on an as-needed basis. Other features provided include built-in integration for content distribution, automatic integration of other data sources into the Medallia application and alerts about unhappy customers and customer recovery workflows.
In January 2010, the company announced its second-generation mobile CEM application. With the application, Medallia customers can access all the benefits of Medallia such as rich reporting capabilities, real-time customer experience monitoring, and tools to save at-risk customers. with this, the company offers business organizations yet another significant distinction between generic survey tools and Medallia's custom enterprise CEM solution, said company officials.
Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju's articles, please visit his columnist page.
Edited by Erin Monda