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Voice of the Customer

Medallia Resolve is an advanced customer experience capability that helps companies quickly find the root causes of recurring customer pain points so they can be addressed at the source of the problem.

 Closing the ‘inner loop’ with customers has become standard practice for how companies resolve individual customer issues. Today, the challenge is to increase the strategic impact of customer feedback by closing the ‘outer loop,’ or aggregating feedback to uncover business improvement opportunities that provide tangible value for large groups of customers.

 According to research from Bain & Company, closing the outer loop with customers can increase NPS significantly and also reduce costs,  something of a Holy Grail and Medallia Resolve offers an interlocking two-level approach that is critical for this process. It helps frontline employees more effectively resolve individual issues and understand the underlying causes. It also helps companies aggregate, distribute and analyse customer insights to identify the most pressing recurring problems. As a result, companies are not only more effective in managing individual issues, but can also accelerate far-reaching operational advancements

 “For years, we’ve been helping companies close the loop with customers,” said Ken Fine, Medallia’s chief customer officer. “Medallia Resolve adds a new level of support. In addition to empowering frontline employees with improved tools to understand customer issues, it helps companies uncover root causes, so they can efficiently address the most critical problems right at their source.”

 Medallia Resolve’s new features include:

  • Best-practice-tailored case management tools that help companies engage in a productive dialogue with customers when things go wrong: by alerting the employee who is closest to the problem to close the loop with the customer, helping them better understand the issue, and letting them record findings for systemic learning and analysis.
  • Enhanced internal collaboration tools: which aggregate historical data from all touchpoints to give employees the context they need to solve customer problems — and allow them to pull in teammates for help.
  • An upgraded reporting dashboard: which opens the ‘outer loop’ by identifying root causes of recurring customer pain points — includingbroken processes, common misunderstandings, and training gaps.
  • A real-time mobile app: which alerts employees about customer issues on the go and provides the ability for them to respond directly even if they’re away from their desk.

Resolve is the latest innovation by Medallia to help employees across an organisation work together to improve their customer experience. Medallia saw impressive growth in 2014, adding a number of leading brands — including Verizon and Tommy Bahama — to its customer base and launching partnerships with Salesforce.com and TNS to bolster their respective CRM and consulting offerings.

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