Medallia

Medallia provides SaaS platform focused on customer experience management. Put simply, it is about turning support emails and chats into tickets with owners, priorities and SLAs.

It makes the most sense for support teams from two people to hundreds. They also list Analytics, Customer Service and Text Analytics, so expect those to show up in the feature set. As a large product team themselves (1,001 to 5,000 people), they tend to serve customers of a similar scale best. Bigger vendor, more process. Budget time for procurement.

Medallia is based in San Francisco, California and around since 2001. Their site is medallia.com.

Our checklist for this category: channel coverage, automation rules, and per-agent pricing. Ask for a trial on your own data, not a canned demo.

Every review on Revaw shows how it was verified, so if you know Medallia well, your review carries weight here.