Medallia Zingle

Medallia Zingle, now part of Medallia, originated as a standalone customer experience platform focused on real-time feedback and engagement.

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Medallia Zingle provides real-time customer feedback and engagement tools to help businesses improve customer experience.

Medallia Zingle, now part of Medallia, originated as a standalone customer experience platform focused on real-time feedback and engagement. Founded to bridge the gap between businesses and their customers through instant communication, Zingle was acquired by Medallia in 2019 to enhance its real-time capabilities. Medallia, the parent company, is a leader in customer and employee experience software, offering a SaaS platform that captures and analyzes feedback across multiple channels.

The integration of Zingle's technology has bolstered Medallia's ability to provide immediate, actionable insights. Medallia reported $144.1 million in total revenue for Q2 2022, with subscription revenue at $117.4 million, marking a 26% year-over-year growth. The company serves a diverse clientele, including Fortune 500 companies, and has been recognized as a leader in Gartner's Magic Quadrant for Voice of the Customer.

Recent developments include the introduction of AI-driven features like Smart Response and Themes with GenAI, aimed at automating and enhancing customer feedback analysis. Medallia's financial trajectory shows steady growth, though it reported a net loss of $62.5 million in Q2 2022, reflecting ongoing investments in product development and market expansion.

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Who buys this

  • Large enterprises seeking comprehensive customer experience solutions
  • Mid-market companies looking for scalable feedback tools
  • Retail and hospitality businesses focusing on real-time customer engagement
  • Healthcare organizations aiming to improve patient experience
  • Financial services firms needing robust customer feedback mechanisms

Publicly disclosed clients

  • Volvo Cars
  • Pacific Life
  • Airbnb
  • 3M
  • Johnson & Johnson

Strengths and what to watch

Strengths

  • Integration of real-time feedback tools with broader customer experience platforms
  • Strong AI capabilities for automated feedback analysis and actionable insights
  • Recognition as a leader in Gartner's Magic Quadrant for Voice of the Customer

Watch for

  • Ongoing net losses despite revenue growth, indicating high operational costs
  • Competition from niche players and broader CRM platforms
  • Potential challenges in integrating Zingle's technology fully into Medallia's suite

Key Information

Founded
2009

Frequently Asked Questions

What is Medallia Zingle?

Medallia Zingle provides real-time customer feedback and engagement tools, helping businesses improve customer experience. Acquired by Medallia in 2019, it enhances instant communication between companies and customers. The platform integrates AI-driven features like Smart Response for automated feedback analysis, serving industries from retail to healthcare.

How does Medallia Zingle use AI?

Medallia Zingle employs AI for automated feedback analysis through features like Smart Response and Themes with GenAI. These tools identify patterns in customer interactions, providing actionable insights. The platform's AI capabilities help businesses respond faster and more effectively to customer needs across various industries.

Which companies use Medallia Zingle?

Medallia Zingle serves Fortune 500 companies like Volvo Cars, Airbnb, and Johnson & Johnson. Its clientele spans retail, hospitality, healthcare, and financial services. These enterprises leverage Zingle's real-time feedback tools to enhance customer experience through immediate communication and data-driven insights.

Is Medallia Zingle good for healthcare organizations?

Yes, Medallia Zingle helps healthcare organizations improve patient experience through real-time feedback tools. Its platform enables instant communication and AI-driven analysis of patient interactions. This allows healthcare providers to address concerns promptly and enhance service quality, making it valuable for patient-centric care models.

How is Medallia performing financially after acquiring Zingle?

Medallia reported $144.1 million total revenue in Q2 2022, with 26% year-over-year subscription growth. However, it posted a $62.5 million net loss, reflecting investments in product development. The Zingle acquisition has strengthened Medallia's real-time capabilities despite ongoing operational costs.

What are Medallia Zingle's main competitors?

Medallia Zingle faces competition from niche customer feedback tools and broader CRM platforms. While recognized in Gartner's Magic Quadrant, challenges include integrating Zingle's technology fully and maintaining growth amid rising alternatives. Its AI features and enterprise focus remain key differentiators in the customer experience market.

Sources

  1. www.medallia.com — Financial highlights for Q2 2022
  2. www.medallia.com — Recognition in Gartner's Magic Quadrant for Voice of the Customer
  3. www.medallia.com — Product offerings and AI capabilities
  4. techcrunch.com — Competitive landscape in customer experience AI