Digital rewards platform provider Rybbon has announced a partnership with customer and employee experience feedback firm Medallia on boosting survey response rates.
Medallia’s main offering is its cloud-based customer and employee experience software platform, which captures omni-channel voice of the customer feedback – including across web, social, mobile, and contact centre. The company also leverages AI to reveal insights and predict factors such as churn.
Rybbon, a Blackhawk Network business, offers features including digital gift cards, pre-paid cards and charitable donations. The partnership will see the companies working to automate the management and distribution of incentives used in customer and employee experience programmes, as well as in market research.
“The Rybbon automated digital rewards platform can dramatically reduce administrative time and improve response rates,” said Jignesh Shah, Head of Global Integrated Incentives at Rybbon. “It’s not unusual for our clients to see a dramatic increase in survey response rates by incentivising respondents with a diverse selection of digital rewards.”
The combined offering, which is available now, lets Medallia users add Rybbon incentives to surveys via native integration.
“Our clients are dedicated to driving loyalty and advocacy by improving the customer and employee experience,” said Steve Vierra, Executive Vice President at Medallia. “Rybbon’s powerful platform delivers rewards automatically and quickly in over 160 countries, giving our clients powerful new tools to increase participation, improve engagement, and drive employee recognition.”
Medallia itself recently added its Medallia Marketing Experience to the Salesforce AppExchange.
“For years marketers have had to infer what customers want based on behavioural, operational, and product data. With Medallia’s addition to AppExchange, marketers can now also incorporate what customers are actually telling them in order to drive more effective marketing while delivering a more positive customer experience,” said Medallia Chief Product Officer Sarika Khana. “We are thrilled to add Medallia Marketing Experience to our existing offerings on AppExchange to help enable marketers to create more exceptional experiences.”
