Based on checking the website, Zingle.com, which now redirects to Medallia Concierge, appears to be a robust real-time messaging solution designed to enhance customer and employee experiences and foster loyalty.

It’s presented as a tool for businesses looking to streamline communication, gather insights, and drive revenue through personalized engagement.

Think of it as a strategic upgrade to your customer interaction game, moving beyond simple communication to a more dynamic, data-driven approach that aims to connect with customers precisely where they are and when they need it most. This isn’t just about sending texts.

It’s about leveraging AI and advanced segmentation to create a seamless, responsive experience that ultimately impacts a business’s bottom line.

Find detailed reviews on Trustpilot, Reddit, and BBB.org, for software products you can also check Producthunt.

0.0

0.0 out of 5 stars (based on 0 reviews)

Excellent0%

Very good0%

Average0%

Poor0%

Terrible0%

There are no reviews yet. Be the first one to write one.

Amazon.com: Check Amazon for Zingle.com Reviews
Latest Discussions & Reviews:

IMPORTANT: We have not personally tested this company’s services. This review is based solely on information provided by the company on their website. For independent, verified user experiences, please refer to trusted sources such as Trustpilot, Reddit, and BBB.org.

Table of Contents

Understanding Medallia Concierge: The Evolution of Zingle.com

Zingle.com has evolved into Medallia Concierge, a powerful platform focusing on real-time messaging for customer and employee experience.

It’s designed to be a comprehensive solution for businesses aiming to enhance interactions, gather insights, and drive loyalty. This isn’t just about sending out generic messages.

It’s about intelligent, two-way communication that adapts to the customer’s journey and provides actionable data.

What is Medallia Concierge?

Medallia Concierge is an intelligent text and in-app messaging solution.

It’s built to elevate and personalize customer and employee experiences, ultimately building stronger loyalty. Kahoot.com Reviews

The platform emphasizes real-time engagement and leverages AI to optimize communication strategies.

Core Function: Facilitates personalized two-way messaging.
Channels: Supports communication across various channels, including SMS, web chat, Facebook Messenger, and other in-app platforms.
Purpose: Aims to address customer needs seamlessly and in real-time, improving overall experience and fostering loyalty.

The Shift from Zingle to Medallia Concierge

The transition from Zingle to Medallia Concierge signifies an integration into Medallia’s broader enterprise-grade platform.

This move likely brings enhanced features, scalability, and deeper integration with other customer experience management CEM tools offered by Medallia.

For users, this means a more comprehensive and robust solution for managing customer interactions.

Enhanced Features: Integration with Medallia’s AI and analytics capabilities.
Scalability: Designed to handle complex, global programs.
Ecosystem Integration: Seamless data sharing across systems and teams, including CRM solutions.

Who Benefits from Medallia Concierge?

Medallia Concierge is pitched towards a wide range of businesses and industries that prioritize customer and employee engagement. Colorsnapper.com Reviews

Any organization looking to improve communication efficiency, personalize customer journeys, or gain deeper insights into their audience’s needs can find value here.

Customer-Centric Businesses: Retail, hospitality, financial services, and healthcare can use it to enhance customer service and engagement.
Employee Experience Focus: Companies looking to improve internal communication, feedback loops, and employee satisfaction can leverage its employee activation features.
Data-Driven Organizations: Businesses keen on analyzing sentiment and extracting actionable insights from conversations will find its AI and analytics capabilities beneficial.

Key Features and Functionality

Medallia Concierge boasts a suite of features designed to streamline communication and deliver measurable results.

These functionalities aim to transform how businesses interact with their customers and employees, moving beyond traditional methods to a more dynamic and intelligent approach.

Personalized Two-Way Messaging

This is the cornerstone of Medallia Concierge, enabling businesses to engage with customers on a personal level across their preferred channels.

The emphasis is on real-time interaction, allowing for immediate responses to customer queries and feedback. Dokku.com Reviews

Omnichannel Support: Communication across SMS, web chat, and various social media platforms e.g., Facebook Messenger.
Real-time Engagement: Ability to address customer needs as they unfold, providing instant support and feedback mechanisms.
CRM Integration: Direct connection with common CRM solutions to ensure customer data is utilized effectively for personalized services. This allows for a unified view of the customer, preventing fragmented interactions.

AI-Powered Promotions and Revenue Generation

Beyond just communication, Medallia Concierge leverages AI to drive sales and increase revenue.

By understanding customer behavior and preferences, the platform can generate targeted promotions and offers at optimal moments.

Targeted Offers: AI analyzes customer data to deliver relevant offers to the right customers and prospects.
Conversion Optimization: Aims to increase conversion rates, cross-sell, and upsell opportunities through personalized messaging.
Automated Nurtures: Mobile nurtures can be automated to engage leads at their peak moment of interest, cultivating VIP experiences for loyalty program members. For example, a travel company might send a personalized offer for a specific destination after a customer browses related content on their site.

Efficiency and Automation with AI-Driven Messaging

One of the significant benefits highlighted is the ability to maximize efficiency through automation.

The platform uses AI to understand the intent of customer requests, trigger time-saving automations, and proactively resolve common issues.

Intent Analytics: Real-time analysis of customer requests to understand their underlying intent.
Automated Resolution: Automating responses to common questions and issues, reducing the workload on staff. A common query like “What are your opening hours?” can be instantly answered without human intervention.
Workflow Automation: Building automated workflows to empower employees to route and address customer requests promptly, ensuring no query falls through the cracks. This can lead to a significant reduction in response times, improving customer satisfaction.

Scalable Insights and Performance Measurement

Medallia Concierge is designed to provide actionable insights at scale, allowing businesses to adapt operations based on changing customer needs. Mobiloud.com Reviews

It offers tools to measure team performance and detect trends across locations.

Sentiment Analysis: Understanding sentiment from unstructured customer conversations to take corrective action. This helps businesses identify potential issues before they escalate.
Performance Benchmarking: Roll-up reporting to benchmark performance across different locations or departments, identifying best practices and areas for improvement.
Trend Detection: Ability to detect trends in customer feedback at scale, informing strategic investments and staffing decisions. For instance, if multiple customers report a similar issue, the platform can flag it for immediate attention.

Customer Experience Transformation

The primary goal of Medallia Concierge is to transform customer experiences.

It moves beyond passive feedback collection to active, real-time engagement that can proactively address customer needs and build lasting relationships.

This involves understanding the customer journey holistically and intervening at critical points.

Elevating Customer Engagement

Medallia Concierge aims to elevate customer engagement by providing tools for personalized, real-time interactions. Glowbl.com Reviews

This fosters a sense of being heard and valued, which is crucial for building brand loyalty.

Proactive Communication: Instead of waiting for customers to complain, businesses can proactively reach out with updates, offers, or support.
Personalized Journeys: Tailoring communication based on individual customer data and preferences, making interactions feel more relevant and less generic.
Seamless Feedback Loops: Integrating feedback collection directly into the communication flow, making it easy for customers to share their thoughts and for businesses to act on them.

Driving Loyalty and Advocacy

Loyalty is a key outcome that Medallia Concierge strives to achieve.

By delivering exceptional, personalized experiences, the platform helps convert satisfied customers into loyal advocates who actively promote the brand.

Consistent Positive Experiences: Ensuring every customer interaction is positive and responsive, building trust and satisfaction over time.
Turning Feedback into Action: Quickly addressing customer issues and implementing improvements based on feedback, demonstrating that customer opinions matter.
Encouraging Referrals: Highly satisfied customers are more likely to refer others, creating a virtuous cycle of growth through positive word-of-mouth.

Impact on Customer Satisfaction Scores

By improving communication efficiency and personalization, Medallia Concierge is poised to positively impact key customer satisfaction metrics.

Reduced resolution times, fewer escalations, and more meaningful interactions all contribute to higher satisfaction. Vim-adventures.com Reviews

Improved CSAT/NPS: Direct correlation between efficient and personalized communication and higher Customer Satisfaction CSAT and Net Promoter Scores NPS.
Reduced Churn: By proactively addressing issues and enhancing loyalty, the platform can help reduce customer churn rates.
Enhanced Brand Reputation: A consistent focus on excellent customer experience builds a strong, positive brand reputation in the market.

Employee Experience Enhancement

While often associated with customer interactions, Medallia Concierge also plays a significant role in improving the employee experience.

Happy and engaged employees are crucial for delivering excellent customer service, and the platform offers tools to support this.

Streamlining Internal Communication

Efficient internal communication is vital for any organization.

Medallia Concierge can be leveraged to create smoother, more immediate communication channels within a company, especially for frontline staff.

Real-time Updates: Disseminating important announcements, policy changes, or urgent information quickly and efficiently to employees.
Feedback Mechanisms: Providing employees with easy ways to submit feedback, suggestions, or report issues, fostering a culture of open communication.
Team Collaboration: Facilitating quicker resolution of internal queries, allowing teams to collaborate more effectively on customer issues.

Improving Agent Engagement and Performance

For businesses with contact centers, Medallia Concierge can directly impact agent engagement and performance. Uploadcare.com Reviews

By providing agents with better tools and insights, it can lead to more effective and satisfying interactions for both agents and customers.

Access to Information: Giving agents instant access to relevant customer information and knowledge bases, enabling them to provide more accurate and timely responses.
Automated Support: Offloading routine queries to AI, allowing agents to focus on more complex or sensitive customer issues.
Performance Insights: Providing managers with data on agent performance and interaction quality, allowing for targeted coaching and development. Medallia’s “Agent Coaching” and “Quality Management” tools, for example, directly support this.

Enhancing Employee Feedback Loops

A robust employee listening program is essential for understanding employee sentiment and driving engagement.

Medallia Concierge, as part of the broader Medallia platform, supports comprehensive employee listening and activation solutions.

Employee Surveys and Polls: Conducting regular pulse checks or more in-depth surveys to gather employee feedback on various aspects of their work experience.
Actionable Insights: Translating employee feedback into actionable insights that HR and management can use to improve policies, processes, and overall employee well-being.
Closing the Loop: Demonstrating to employees that their feedback is valued and acted upon, increasing trust and engagement. This is critical for employee retention and productivity.

Integration Capabilities and Ecosystem

A key aspect of a modern enterprise solution like Medallia Concierge is its ability to integrate seamlessly with existing systems.

This ensures that data flows freely across departments and that the platform enhances, rather than disrupts, current workflows. Layers.com Reviews

Seamless CRM Integration

Connecting with customer relationship management CRM systems is paramount for personalized messaging.

This allows Medallia Concierge to access rich customer data, enabling highly targeted and relevant communications.

Unified Customer View: Ensuring that customer data from sales, service, and marketing is accessible, providing a comprehensive view of each customer.
Personalized Campaigns: Leveraging CRM data to segment customers and personalize messaging campaigns, increasing relevance and effectiveness.
Automated Data Sync: Automatically updating customer profiles in the CRM based on interactions within Medallia Concierge, keeping records accurate and up-to-date.

Compatibility with Other Business Tools

Beyond CRM, Medallia Concierge aims to integrate with a wider array of business tools, creating a cohesive technology ecosystem.

This includes customer service platforms, marketing automation tools, and data analytics solutions.

Customer Service Platforms: Enhancing existing customer service tools with real-time messaging capabilities, potentially reducing ticket volumes and improving resolution times.
Marketing Automation: Feeding customer interaction data into marketing automation platforms to refine targeting and optimize campaign performance.
Data Warehousing: Exporting interaction data to data warehouses for deeper analysis and integration with business intelligence tools.

Medallia Platform Synergy

As part of the larger Medallia platform, Concierge benefits from and contributes to a comprehensive customer experience management CEM ecosystem. Podio.com Reviews

This synergy allows for a holistic approach to managing and orchestrating experiences.

Comprehensive Feedback Capture: Integrating with Medallia’s broader capabilities to capture feedback from various sources beyond messaging, including surveys, digital interactions, and contact center conversations.
Unified Analytics: Combining messaging data with other feedback channels within Medallia’s AI and analytics engine for more profound insights. This allows for a 360-degree view of the customer experience.
End-to-End Orchestration: Leveraging insights from Concierge interactions to inform and orchestrate actions across the entire customer journey, closing the loop and driving continuous improvement. This is about not just listening, but acting intelligently on that listening.

Industry Applications and Success Stories

Medallia Concierge is designed to be versatile, serving a diverse range of industries that rely heavily on customer and employee interactions.

The website highlights specific industries where the platform has demonstrated its value, showcasing its adaptability and impact.

Retail and Hospitality

These sectors thrive on personalized customer service and immediate responsiveness.

Medallia Concierge’s real-time messaging capabilities are particularly well-suited to enhance the customer journey in these environments. Walkme.com Reviews

Personalized Shopping Assistance: Retailers can offer real-time help with product queries, stock availability, or even styling advice.
Enhanced Guest Experience: In hospitality, guests can communicate requests, provide feedback, or receive personalized offers directly through messaging. Great Wolf Resorts, cited on the website, reported a 24% higher spend for on-property amenities using Medallia Concierge, illustrating the direct revenue impact.
Proactive Communication: Sending automated messages for order confirmations, delivery updates, or check-in instructions, reducing customer anxiety and improving satisfaction.

Financial Services and Healthcare

These industries require secure, compliant, and empathetic communication.

Medallia Concierge’s focus on enterprise-grade security and tailored messaging makes it a viable solution for sensitive interactions.

Secure Customer Support: Financial institutions can provide secure messaging for account inquiries, transaction alerts, or fraud prevention.
Personalized Health Communications: Healthcare providers can send appointment reminders, post-visit instructions, or medication adherence messages, improving patient engagement and outcomes.
Regulatory Compliance: The platform’s enterprise-grade security and compliance features are crucial for handling sensitive personal and financial data.

Technology and Telco

In technology and telecommunications, customer support often involves complex technical issues and a need for quick resolutions.

Medallia Concierge can optimize these interactions.

Technical Support: Offering real-time chat support for troubleshooting, reducing call volumes to contact centers.
Service Updates: Communicating service outages, maintenance schedules, or new feature announcements proactively.
Personalized Offers: Delivering targeted promotions for upgrades or new services based on customer usage patterns.

Other Industries

The website also lists industries like Automotive, Life Sciences, Manufacturing, Public Sector, Restaurants, and Travel & Hospitality, indicating the broad applicability of the platform. Singular.com Reviews

Automotive: Enhancing service scheduling, providing repair updates, or personalizing sales inquiries.
Public Sector: Improving citizen engagement, providing information, and streamlining public services through accessible messaging.
Manufacturing: Facilitating communication with distributors, partners, or even end-users for product support.

Pricing and Security Considerations

When evaluating any enterprise-grade platform, pricing models and security protocols are paramount.

Medallia Concierge emphasizes both flexible pricing and robust security measures to instill confidence in potential clients.

Flexible Pricing Models

The website mentions “flexible pricing” to expand your program, suggesting that Medallia Concierge likely offers tiered pricing or custom solutions based on usage, features, and scale.

This approach caters to businesses of varying sizes and needs.

Tiered Plans: Often, software-as-a-service SaaS solutions offer different tiers e.g., small business, enterprise with varying feature sets and usage limits.
Usage-Based Pricing: Pricing might be influenced by the volume of messages sent, the number of users, or the extent of AI features utilized.
Custom Solutions: For large enterprises with complex requirements, Medallia likely provides custom quotes tailored to their specific needs and integrations.

Enterprise-Grade Security

For a platform handling sensitive customer and employee data, security is non-negotiable. Bebo.com Reviews

Medallia Concierge highlights its “Enterprise-Grade Security” to ensure business data remains safe and compliant with relevant regulations.

Data Encryption: Implementing robust encryption protocols for data at rest and in transit to protect sensitive information from unauthorized access.
Compliance Certifications: Adhering to industry-standard security certifications e.g., ISO 27001, SOC 2 and regulations e.g., GDPR, CCPA to ensure data privacy and legal compliance.
Access Controls: Implementing strict role-based access controls to ensure that only authorized personnel can access sensitive data and functionalities.
Regular Audits and Penetration Testing: Conducting routine security audits and penetration tests to identify and address potential vulnerabilities proactively.

Data Privacy and Compliance

Medallia Concierge’s commitment to compliance is a critical factor for businesses operating in regulated industries.

GDPR and CCPA Readiness: Designed to help businesses comply with global data protection regulations, which is crucial for international operations.
Secure Data Handling: Protocols for how customer and employee data are collected, stored, processed, and disposed of, ensuring privacy and preventing misuse.
Transparency: Providing mechanisms for businesses to be transparent with their customers about how their data is being used for messaging and personalization.

The Future of Customer and Employee Engagement

Its focus on real-time, AI-driven, and personalized communication suggests a clear vision for the future of engagement.

AI and Machine Learning Innovations

The platform’s reliance on AI for intent analytics, personalized promotions, and automation points to a future where artificial intelligence plays an even more central role in shaping customer and employee interactions.

Predictive Analytics: Moving beyond reactive responses to proactively predicting customer needs and potential issues before they arise.
Hyper-Personalization: Leveraging AI to create truly individualized experiences that adapt dynamically to each customer’s unique preferences and real-time context.
Self-Healing Systems: AI-driven systems that can not only identify issues but also suggest or even implement solutions autonomously, further increasing efficiency.

Evolving Communication Channels

As new communication channels emerge, Medallia Concierge will likely adapt to integrate them, ensuring businesses can reach customers wherever they prefer to interact. Phabricator.com Reviews

This includes voice assistants, metaverse platforms, and emerging social media.

Voice Integration: Integrating with voice AI to allow for conversational interfaces that extend beyond text.
Immersive Experiences: Exploring how messaging can be integrated into augmented or virtual reality environments for new forms of engagement.
Platform Agnosticism: Maintaining the ability to connect across a multitude of platforms, ensuring broad reach and flexibility for businesses.

The Role of Data in Driving Experience

The emphasis on “enhancing insights” and “maximizing efficiency” through data underscores the critical role of robust analytics in the future of experience management.

Data will continue to be the fuel for personalized and effective engagement strategies.

Unified Data Lakes: Creating comprehensive data lakes that combine all customer and employee interaction data for holistic analysis.
Advanced Analytics Tools: Providing businesses with sophisticated tools to slice, dice, and visualize data, enabling deeper understanding and quicker decision-making.

Frequently Asked Questions

What is Zingle.com?

Zingle.com was a real-time messaging platform that has since been acquired by Medallia and now operates as Medallia Concierge.

It provides intelligent text and in-app messaging solutions for businesses to enhance customer and employee experiences. Redactor.com Reviews

Medallia Concierge is an intelligent text and in-app messaging solution designed to improve, personalize, and elevate customer and employee experiences and build loyalty.

It leverages AI for personalized engagement and operational efficiency.

How does Medallia Concierge help drive loyalty?

Medallia Concierge drives loyalty by enabling personalized two-way messaging, allowing businesses to address customer needs in real-time across various channels, and by converting customer feedback into actionable insights.

Can Medallia Concierge integrate with my existing CRM?

Yes, Medallia Concierge is designed to directly connect its data with commonly used CRM solutions and customer service tools, ensuring seamless data flow and enhanced personalization.

What communication channels does Medallia Concierge support?

Medallia Concierge supports communication across multiple channels, including SMS, web chat, Facebook Messenger, and other in-app messaging platforms. Point-3.com Reviews

How does AI enhance Medallia Concierge?

AI enhances Medallia Concierge by generating personalized, targeted promotions, understanding the intent of customer requests for automation, and providing real-time intent analytics to improve efficiency.

Is Medallia Concierge suitable for small businesses?

While the website emphasizes enterprise-grade features and scalability, it also mentions “flexible pricing,” suggesting it can cater to various business sizes, though its comprehensive nature might be more appealing to mid to large enterprises.

What kind of insights can I gain from Medallia Concierge?

You can gain insights into customer sentiment from unstructured conversations, measure team performance in responding to and resolving issues, detect trends, and benchmark performance across locations.

How does Medallia Concierge improve employee experience?

Medallia Concierge can improve employee experience by streamlining internal communication, improving agent engagement in contact centers, and enhancing employee feedback loops through its broader integration with Medallia’s employee listening solutions.

What industries can benefit from Medallia Concierge?

A wide range of industries can benefit, including retail, hospitality, financial services, healthcare, automotive, life sciences, manufacturing, public sector, restaurants, technology, telco, and travel & hospitality.

Does Medallia Concierge offer customer support?

Yes, Medallia provides world-class service and support through its Knowledge Center, direct contact support, and an on-demand streaming network called EXP Now.

What security measures does Medallia Concierge have in place?

Medallia Concierge boasts “Enterprise-Grade Security” to keep business data safe and compliant, implying robust data encryption, compliance certifications, and strict access controls.

Can Medallia Concierge help with driving sales and revenue?

Yes, the platform leverages AI to generate personalized, targeted promotions that aim to drive sales, increase conversion rates, and facilitate cross-sell and upsell opportunities.

How does Medallia Concierge handle large volumes of conversations?

Medallia Concierge is designed for scale, enabling staff to manage multiple conversations at once and automating the resolution of common questions, thereby increasing staff efficiency.

What is the ROI of using Medallia Concierge?

The website highlights case studies, such as Great Wolf Resorts earning a 24% higher spend for on-property amenities, suggesting a positive return on investment through improved customer engagement and increased revenue.

Can I get a demo of Medallia Concierge?

Yes, the Medallia Concierge website offers an option to “Request a demo” to experience the platform firsthand.

How does Medallia Concierge differ from traditional messaging tools?

Medallia Concierge differs by integrating AI for personalized and intent-driven messaging, robust analytics for actionable insights, and seamless integration with broader CX and CRM systems, going beyond basic communication.

Is Medallia Concierge compliant with data privacy regulations like GDPR?

Given its “Enterprise-Grade Security” and focus on global impact, it is designed to help businesses comply with major data privacy regulations, although specific compliance certifications would need to be verified with Medallia directly.

Does Medallia Concierge offer training for users?

Yes, Medallia provides learning resources, including “Training & Certification” and “Medallia User Group” to help users become proficient with their platforms.

What is the core philosophy behind Medallia Concierge?

The core philosophy is to “Transform Experiences. Deliver Results.

Drive Loyalty.” by leveraging intelligent real-time messaging to create personalized, efficient, and insight-driven interactions for both customers and employees.

Zingle.com Reviews