SaaS Customer Service Management (CEM) leader Medallia® has just announced a partnership with TripAdvisor® for making a better engagement via the travel company’s review process.
According to the news, Medallia® will not only better TA’s survey process, but also help gauge customer satisfaction with the process. With the new integration, hospitality companies can also be notified of impending reviews so that they can more easily and quickly engage with reviewers of their properties and services.
Medallia serves some of the largest hospitality companies in the world including brands like including Best Western Hotels, Omni Hotels & Resorts. The obvious benefit of interfacing with TA being a closer connectedness where the review-feedback loop of customer service is applied.
Severine Philardeau, vice president of global partnerships for TripAdvisor, offered this via press release:
“TripAdvisor is pleased to partner with Medallia, as a growing number of hospitality companies look to increase their engagement with guests, listen to their feedback and respond effectively. A recent TripAdvisor survey reveals that 51 percent of accommodation owners worldwide indicate that they invite travelers to share feedback about their guest experiences via email¹. TripAdvisor’s goal is to make it as easy as possible for businesses to leverage online reviews as a megaphone for traditional ‘word of mouth’ advertising.”