I had a very interesting conversation last week with members of the Medallia team about their platform that is able to identify at risk customers in real time and alert customer service representatives so they might heal the relationship immediately.

Medallia reached out to me,  they see themselves as akin to Web Analytics solutions but much better as Medallia provides a 360 degree view of customer experience that Web Analytics alone was not built to or can provide.    There’s several surveys you can deploy along with deep dives – they have a personalized customer experience page for each customer.

… Integration with web analytics data

Web analytics provide a lot of data about website behavior, but not the “whys” behind it. Medallia Web Experience is designed to complement web analytics data in two ways. First, it triggers survey invitations to customers identified by web analytics as engaging in behavior that business managers want to decipher. Second, it appends web analytics data to customer survey records for later analysis.

Two other features of Medallia cought my eye:

• Automatic integration of other data sources into the Medallia application, if desired. Companies can choose to add operational data such as call resolution time, financial data such as purchase history, web analytics data, data from later or earlier visits, and much more.
• Alerts about unhappy customers and customer recovery workflows to help companies save at-risk relationships.

I wish I could embed the videos that explains their services, beyond metrics, but all I can do is give you links.

Overview:  http://www.medallia.com/resources/video/overviewr/
Web Exp:  http://www.medallia.com/resources/video/webexperience

Here’s some more information about Medallia.