Last Updated
Overview
Medallia Concierge delivers consolidated in-app and text messaging tools for customer and employee communications, enabling personalized messaging and streamlined service workflows. While some users report unreliable message scheduling, many highlight intuitive messaging templates and clear customer segmentation. Overall, the platform offers a solid way to manage multi-channel engagement efficiently.
Medallia Concierge Specifications
- Omnichannel Support
- CRM Integration
- Analytics And Reporting
- Customer Feedback Surveys
Medallia Concierge Features
Personalized Messaging And Segmentation
Medallia Concierge features AI-driven two-way messaging that enables targeted communications across SMS, web chat, and mobile apps. By segmenting contacts based on behavior and preferences, teams can deliver relevant content in real time, ensuring interactions are meaningful and increasing engagement across multiple channels.
Automated Workflow Management
The platform allows businesses to build automated workflows that route messages, assign tasks, and trigger responses based on predefined criteria. This reduces manual effort, accelerates response times, and ensures consistent handling of inquiries across teams and locations, improving operational efficiency and customer satisfaction.
Real-Time Analytics And Reporting
Medallia Concierge tracks message performance, conversation trends, and engagement metrics. Teams can monitor sentiment, identify issues early, and adjust strategies with actionable insights. These analytics help organizations optimize communication efforts, measure team effectiveness, and make data-driven decisions to improve overall service quality.
Pros And Cons of Medallia Concierge
Pros
Provides clear, actionable customer insights quickly
Supports real‑time feedback collection across multiple channels
Enables role-based dashboards to share insights across organization levels
Cons
Surveys and report delivery workflows may feel time-consuming
Limited language support for certain advanced features
Medallia Concierge Reviews
Total 90 reviews
4.5
All reviews are from verified customers
Rating Distribution
5
Stars69%
4
Stars21%
3
Stars6%
2
Stars2%
1
Stars2%
Share your experience
Min K.
Retail, N/A employees
Less than a year
“Clear customer score visibility”
Pros
At a glance I can see our customer experience scores and quickly identify which person and which area caused the issues.
Cons
If a reviewer picks the wrong area there's no way for me to correct it. I also can't add notes or extra details to inform the team.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
8
Functionality
9
Clara H.
Hospital & Health Care, N/A employees
Less than 6 months
“guest messaging that worked well”
Pros
Back when I was at a large resort we relied on it to stay in touch with hotel guests. It performed really well and was simple to use.
Cons
One thing that bothered me at the time was that several people could be logged in at once and reply to guests from the same chat. That sometimes made conversations a bit confusing.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
10
Michael S.
Health, Wellness and Fitness, N/A employees
Less than 6 months
“Got ignored from day one”
Pros
We never got the chance to use it because the onboarding never happened. They were supposed to handle some custom programming for us but nothing ever moved forward and we were basically ignored. Our emails to both the salesperson and customer service went unanswered. The only time anyone reached out was from bookkeeping after we had to cancel the card they were charging due to separate fraud activity.
Cons
We never got the chance to use it because the onboarding never happened. They were supposed to handle some custom programming for us but nothing ever moved forward and we were basically ignored. Our emails to both the salesperson and customer service went unanswered. The only time anyone reached out was from bookkeeping after we had to cancel the card they were charging due to separate fraud activity.
Rating Distribution
Ease of use
3
Value for money
1
Customer Support
1
Functionality
2
Frequently Asked Questions
What types of Medallia Concierge price plans are available?
Medallia Concierge price starts at $179/month. Contact us to request a personalized Medallia Concierge cost quote based on your institution's requirements.
What level of support does Medallia Concierge offer?
Medallia Concierge directs users to the correct support channels, including survey support, mobile app support, internal helpdesks, administrator help, and a toll-free helpline.
Does Medallia Concierge offer an API?
Yes, Medallia Concierge offers an API.
What language does Medallia Concierge support?
The platform supports many languages for surveys, feedback collection and user interface — including Arabic, Chinese (Simplified and Traditional), Czech, Danish, Dutch, English (US, British, etc.), Finnish, French, German, etc.
Who are the typical users of Medallia Concierge?
Medallia Concierge is used by organizations in hospitality, retail, healthcare, financial services, manufacturing, travel and hospitality, and technology and services sectors.
Does Medallia Concierge have a mobile app?
Yes, Medallia Concierge offers a mobile app.
What other apps does Medallia Concierge integrate with?
Medallia Concierge integrates with Salesforce, Slack, Adobe Analytics, Adobe Target, Adobe Audience Manager, Zapier, and various CRM, ticketing, survey, and feedback platforms via API connectors.