Medallia and Facebook have announced a strategic partnership to enable companies of all types and sizes to share, collaborate, and act on customer feedback.
The Medallia Experience Cloud integration embeds the pulse of the customer into Workplace by Facebook, where teams are already collaborating on ideas and actions to take.
With this integration, companies can ensure that employees are able to engage with customers to optimise experiences, act quickly to resolve any issues, understand systemic problems, and make improvements leveraging the best of collaboration capabilities of Workplace by Facebook from their Medallia Experience Cloud platform.
Krish Mantripragada, chief product officer at Medallia, said: “The future of customer experience management has arrived because today’s global workforce needs customer feedback and insights within its collaboration solution.
“Medallia is the only customer experience platform integrated into Workplace by Facebook empowering thousands of businesses to activate employees and drive real-time collaboration and accountability across the company.
“This is an entirely new way of accessing data, insights, and workflows to put the customer at the forefront of a company’s daily operations.”
Anand Dass, ecosystems partner manager at Workplace by Facebook, said: “Bringing Medallia into the Facebook ecosystem expands our impact and ensures that actual customer feedback, direct from the customer in real-time, is integrated within the organissation’s collaborative productivity tools.”
Medallia plans to expand this integration with Facebook to include new features and functionality for both customers and employees, including capabilities to collect employee feedback on the customer experience, and more powerful reporting and analytical insights that can be distributed in real-time to various internal groups and team members.