Medallia Conversations enables customers to create intelligent, real-time messaging interactions that go beyond traditional, survey-based customer experience feedback. With Medallia Conversations, you can survey or notify customers via popular messaging platforms (SMS, Facebook Messenger, WhatsApp, and more), reaching your customers where they are at that moment.
Real-time messaging is an important method to reach customers because it occurs where customers already are and, therefore, expect to engage:
- 60% of customers have messaged a business in the last 3 months
- 98% of SMS are opened (on average) compared to 20% of emails
- 66% of customers say that texting a brand makes them feel more confident about that brand and their purchase
Medallia clients have seen up to 50% response rates gathering feedback via a Conversations survey, whether over SMS, WhatsApp, another messaging app, or within their chatbot interfaces. Often, this also gives companies an understanding of the customer experience felt by broader demographics of customers who may not engage as frequently over email.
Medallia Conversations is configured via Admin Suite in two parts:
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Channels are the mode through which Medallia Conversations communicates with the end customer. Please see our list of productized channels or explore how to build channel adapters to interface with novel messaging channels.
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Conversations are the definition of the messages to send, the logic behind the messages, and the parsing rules that map customer responses to scores and options. A conversation is analogous to a survey in Medallia’s Survey Builder.
Additional channels can be integrated with Medallia Conversations using custom channel adapters. Build an adapter to communicate between Conversations and your channel of choice such as your preferred messaging platform, your internal SMS architecture, or your chatbot architecture.
Conversations is a licensed add-on to Medallia Experience Cloud. For details on how to purchase a license, contact your Medallia representative.
What's Next
| Channel Adapters |