Medallia, Inc. announced its frontline engagement and quality management app is now available on the Salesforce AppExchange. This integration makes it seamless for brands to receive agent-level customer feedback in Salesforce to power service recovery, agent coaching, and quick resolution of customer issues. Built specifically for teams handling support interactions in Service Cloud, Medallia Frontline Engagement and Quality Management triggers real-time, post-interaction surveys the moment a ticket is closed.

The app is powered by Medallia Agent Connect, which provides personalized, user-friendly surveys that deliver response rates. Survey response data is available in Service Cloud and can be aligned with customer or account profiles, ensuring agents have insights on hand to help with issue resolution. Sales and support leadership gain visibility into key service performance metrics like NPS, CES, and agent-level CSAT.

In addition to integrating survey feedback in Salesforce, teams can use Medallia Agent Connect for real-time personalized coaching, quality management, and rewards and recognition. This combination of operational data with Agent Connect's targeted coaching and customer insights helps deliver the best experiences for both customers and agents.