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Medallia Web Experience Solution Provides Excellent Capability to Website and E-Commerce Team

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July 02, 2010

Medallia Web Experience Solution Provides Excellent Capability to Website and E-Commerce Team

By Carolyn J Dawson, TMCnet Contributor

Medallia is a reputed international provider of software-as-a-service Customer Experience Management (CEM) solutions. Recently, the company announced the Medallia Web Experience solution, which is intended to provide excellent capability to website and e-commerce team to realize and enhance experience of visitors. Web Experience is developed based on Medallia's CEM solution which already powers feedback for most of the world's most esteemed brands which include some of the top 10 e-commerce and social media operations.

In a release Borge Hald, CEO and co-founder of Medallia, said 'After several clients asked us to customize our CEM solution to help them understand website behavior, we realized there was an extensive unmet need. 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 as other Medallia customers.'

Web Experience addresses the following three requirements of website experience managers:

--Integration with web analytics data: Medallia Web Experience is mainly intended to complement web analytics data in two ways. Initially, it sets off survey invitations to customers recognized by web analytics as engaging in behavior that business managers wish to decipher. Second, it adds web analytics data to customer survey records for analyzing at a later stage.

--Comprehensive view of website customers: Medallia monitors the experience of whole website by integrating data from multiple touchpoints such as website, fulfillment, service etc. Medallia captures data via visitor surveys, transaction surveys, product surveys, website service and support surveys, and a lot more.

--Dynamic surveying: Medallia allows website teams to investigate intensely into web experience trouble spots, on the fly and as and when required.

Other vital features provided by Medallia Web Experience are as follows:

--Outstanding performance guaranteed by built-in integration for content distribution.

--Automatic integration of other data sources into the Medallia application, if required. Companies can append operational data such as call resolution time, financial data such as purchase history, web analytics data, data from later or earlier visits, and a lot more.

--Alerts regarding customers who are not satisfied and customer recovery workflows to assist the companies in saving at-risk relationships.

Carolyn John is a Contributor to TMCnet. To read more of her articles, please columnist page.

Edited by Patrick Barnard

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