Overview: SurveyMonkey CX and Medallia Agent Connect as Customer Feedback Management Category solutions.

SurveyMonkey CX and Medallia Agent Connect address customer feedback management from different angles, catering to varied business sizes and industries. SurveyMonkey CX is more feature-focused, with strong analytics and customization options, appealing to enterprises. Medallia Agent Connect emphasizes engagement and coaching, making it ideal for performance-driven environments like retail and consumer services. Each product offers robust support, but their capabilities and industry uses reflect distinct strategic fits, helping businesses choose based on specific operational needs.

SurveyMonkey CX: SurveyMonkey's powerful platform helps CX teams gather feedback, find gaps, and improve their brand. Improving customer success is made easier with SurveyMonkey CX.

Medallia Agent Connect: Medallia Agent Connect empowers customer service teams to stay engaged and deliver excellent experiences. Remote and in-house contact center teams benefit equally.

SurveyMonkey CX and Medallia Agent Connect: Best Use cases based on the customer satisfaction data

SurveyMonkey CX

4.5

Medallia Agent Connect

4.7

Key Capabilities Supported

SurveyMonkey CX facilitates collecting feedback and measuring net promoter scores, which are essential for campaign management and competitive intelligence. read more →

Medallia Agent Connect excels in engaging conversational surveys and coaching, key for performance management and rating management. read more →

Business Goals

SurveyMonkey CX focuses on improving customer satisfaction and acquiring customers, aligning with growth and market share objectives. read more →

Medallia Agent Connect aims to improve efficiency and brand awareness, ideal for improving ROI and customer product experience. read more →

Core Features

SurveyMonkey CX stands out with robust analytics, custom reporting, and data import capabilities, catering to enterprises needing detailed insights. read more →

Medallia Agent Connect features training and onboarding, integrating well with performance-driven sectors needing seamless data export. read more →

Vendor Support

SurveyMonkey CX offers 24/7 support along with chat and email help, supporting diverse communication preferences. read more →

Medallia Agent Connect provides extensive 24/7 support and training, accommodating complex onboarding experiences. read more →

Segments and Industries

SurveyMonkey CX is popular with enterprises and the financial sector, where comprehensive feedback and benchmarking are needed. read more →

Medallia Agent Connect is heavily used in retail and consumer services, aligning with demands for engagement and performance improvement. read more →

Operational Alignment

SurveyMonkey CX fits into structured workflows of larger organizations, supporting detailed market understanding. read more →

Medallia Agent Connect suits dynamic environments in mid-market spaces, focusing on real-time engagement and efficiency. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

medium

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medium

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Security & Privacy Risk

medium

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medium

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Integration Risk

medium

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low

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Migration Risk

medium

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low

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Import

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Data Export

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Support

24/7 Support

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Chat Support

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Email Support

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Phone Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for SurveyMonkey CX and Medallia Agent Connect

How efficiently Does SurveyMonkey CX and Medallia Agent Connect manage your Collecting Feedback?

SurveyMonkey Cx and Medallia Agent Connect both collect customer feedback. SurveyMonkey Cx focuses on NPS, while Medallia Agent Connect emphasizes real-time agent-level feedback. SurveyMonkey Cx provides a global view of customer satisfaction, while Medallia Agent Connect focuses on improving customer service by enhancing agent performance. A limitation is that both tools have delays in data reporting.

"...Survey Monkey has made it just as easy to capture NPS and user experience as they have to general survey and information gathering...." Peer review by Steven M., Operations Support Specialist, Financial Services

"...Any company who is serious about their CSAT scores (affecting NPS in the long run) should consider this...." Peer review by Mark R, Account Manager

What solutions does SurveyMonkey CX and Medallia Agent Connect provide for Engaging Conversational Surveys?

SurveyMonkey Cx and Medallia Agent Connect both offer tools for engaging conversational surveys. Both tools encourage customer engagement and can be used to improve employee performance. SurveyMonkey Cx offers more flexibility in sending surveys and triggering follow-up actions. Medallia Agent Connect focuses on aligning incentives with customer feedback to improve agent engagement.

"...Users can trigger personalized surveys through multiple channels, identify improvement areas using advanced analytics, and close the loop with customers by triggering follow-up actions...." Peer review

"...Agents love receiving the recognition and more tailored coaching and this has translated into higher levels of engagement, improved service delivery and a 25% improvement in attrition rates...." Testimonial by Greg German, Customer Service Center Manager, Swanson