January 21st, 2015
Medallia’s all for closing the loop on customer complaints. But it doesn’t want to seal the deal there.
Business cliches aside, the customer experience provider out of Palo Alto, Calif., today released Medallia Resolve. Officials said it will help companies find the root causes of recurring customer pain points so they can be addressed at the source of the problem — and never happen again.
It’s learning what "caused you to close the loop in the first place," said Sam Keninger, senior director of product marketing for Medallia.
"No one else is going to be able to aggregate the postmortem root cause en masse across a distributed customer base," Keninger told CMSWire. "That’s the key. Having all of your distributed employees type in the workflows they took and the actions they took and be able to aggregate that up with all their customer experience data."