Medallia Mobile 2 App

Transcription

1 Medallia Mobile 2 App March 2016

2 Logging in Download: Click the Try our Mobile App icon in the sidebar to find the link to download the Medallia Mobile application in the Android or Apple App Store. Please download Medallia Mobile 2. Company/Login/Password: The login details can be found in via the sidebar icon. In order to log into the Medallia app, you will have to input hyundai as the company name, your username, and your password.

3 Enable Push Alerts / Notifications To enable Push Alerts, go to General Settings select the Medallia app switch On Allow Notifications.

4 Navigating the App In order to access Medallia Mobile 2's overall navigation options, hit the menu control on the upper left or swipe from the left edge of the screen. This will reveal a side drawer containing the set of available reporting modules (Feedback, Scorecards, and Ranker) and other options. Side Drawer menu: Feedback Scorecards Ranker

5 Reviewing Surveys The feedback list is designed to make a few things very clear to you: Read / unread: Unread responses are bolded, read responses are not. Alerts with status: Called out clearly with horizontal stripes. Open alerts are bright blue, while closed alerts are gray. Actions taken: Icons are visible for feedback that has been responded to, and for open drafts of management responses. Overall Score: Color-coded with support for social reviews and other varying scales. The surveys view presents the full details of the survey, splitting it into 3 sections that can be accessed via shortcut links at the top: Feedback: All survey scores, presented with exactly the same layout and ordering as the desktop website, with one exception: all comments are brought to the top to ensure that they're immediately in view. Profile: All data gathered regarding the guest / transaction. Presented with the same layout and ordering as in Medallia desktop. Activity: All actions performed on the survey record since it entered the Medallia reporting system. This includes alert creation and status changes, user-entered notes, and management responses authored by users. In addition, an "Actions" menu is available on the upper right, containing all of the actions available for a particular response: Please be careful to always give an appropriate response that reflects well on Hyundai.

6 Replying to Customers by Selecting the "Reply by " action takes you to the authoring screen, where you can use a starter template to quickly author a professional-sounding response. (All templates from the desktop web application are available, and presented in the same order.) You can also copy additional recipients by adding a CC address. Once the is sent, the response is logged to the "Activity" section of the response, and is visible to users of the mobile app and desktop web app. We know that distractions are common for mobile, so if you have to abruptly navigate away from the authoring screen before finishing the , you can elect to save a draft. Once a draft is saved, a "Draft" icon appears next to the response on the responses list, and once the user drills back into that response an "In Progress" control appears at the top. Hitting "Resume" takes the user back to the saved draft. Forwarding Responses Selecting the "Forward by " action brings up the native ios or Android interface, with a copy of the "Feedback" portion of the response embedded in the body in a beautiful HTML format. (Note the "Profile" and "Activity" are removed in order to prevent to circulation of private/personally identifiable information.) You can author the remainder of the like any other, as well as address the with the help of the device's address book.

7 Adding a Note to a Response Selecting the "Add a Note" action allows you to author a text note that will be attached to the response. If you need to leave the "Add a Note" screen before the note is complete, you can save a draft just as you can with "Reply by ." Calling Customers Back Selecting the "Callback" action takes you to the dialer application with the customer's phone number already entered. You can also click on the number directly (if it is highlighted) to dial it as you would elsewhere on your device. Android and ios both offer protection against accidental dialing by requiring one additional tap to initiate the call. When you return to Medallia Mobile 2 after completing the call, you are automatically entered into the process of logging call results: 1. You are asked if you were able to reach the customer, and the timestamp for "customer called" or "customer call attempted" is then logged automatically. 2. You can enter an optional note. 3. When you submit the call log, it's added as note to the "Activity" section, visible to users of both the desktop and web app.

8 Alerts - Responding Whichever method is used to reach out to the customer, the details of the interaction should be logged by selecting the Actions button - Edit Form.

9 Closing the Alert For alert responses, you are able to close the alert by selecting the Actions button. As part of performing these alert actions, you can optionally add a note that will be attached to the response along with the alert status change. You can also save a draft of the optional note just as they can with "Reply by " and "Add a Note."