Medalia is set to add automated, intelligent callbacks to its contact center suite following its Mindful acquisition.
The technology allows customers to schedule a callback – over voice, SMS, or live chat – online and at a convenient time.
Created by VHT, the inventors of IVR callback technology, Mindful’s offering also comes with reports that showcase exactly how customers use the option.
It also builds upon traditional callback software by giving customers an exact time when the agent will contact them. As such, customers can get on with their day without waiting around for the phone to ring.
Finally, when the agent does reach out, they know exactly who the customer is, facilitating a more seamless and personalized experience across multiple channels.
Commenting on Medallia’s motivation to add Mindful to its contact center portfolio, Leslie Stretch, CEO of Medallia, stated:
With Mindful… we can help enterprises focus on the right way to talk to the right customers at the right time.
However, Medallia will not only add Mindful to its suite. Indeed, it also plans to integrate the callback software with its journey orchestration and analytics technologies to extract additional value.
Such an integration will enable contact centers to automatically assign high-value customer callbacks to either supervisors or high-performing agents, ensuring they receive the best possible service experience.
Another use case is to proactively offer callbacks to customers struggling to check out online. During the callback, agents can complete the transaction and ensure that the customer’s spend is not lost.
These examples highlight how the acquisition will enable Medallia clients to initiate more actions from its insights.
As Stuart Lambert, Director of Product Capabilities and Services at Mindful, put it on LinkedIn: Medallia’s insight + Mindful’s action = 🚀
Discover more about Medallia’s analytics capabilities by reading our rundown of the Forrester Wave for People-Oriented Text Analytics Platforms 2022 (Q2)