Medallia Concierge Review: A Polished Evolution of Zingle

At a Glance

Medallia was founded in 2001 in California and has grown into one of the most recognized experience-management companies in the world. They started with a clear goal: help organizations understand what customers and employees are really saying across every channel. Today, they work with thousands of major brands, including several Fortune 10 companies, to process more than a billion feedback signals each month.

Their platform uses AI to analyze comments, reviews, surveys, and behavioral data, then turns that information into practical actions companies can use to improve products, service processes, and employee engagement. Medallia also highlights their global reach, with a large network of team members and partners supporting enterprise clients across multiple regions.

The company emphasizes an inclusive, growth-driven culture, referring to their employees as “Medallians,” and they point to a 100% implementation rate across their deployments. Their tools and services are designed to help businesses strengthen customer loyalty, improve internal operations, and build more responsive strategies based on real customer and employee insights.

Features

Two-way messaging: Concierge enables real-time communication through SMS, web chat, in-app channels, and social platforms so businesses can connect with customers on the channels they prefer.
Automated workflows: Teams can create rules that assign conversations, trigger follow-up actions, and organize internal processes for faster routing and resolution.
Performance measurement tools: Managers can track response speed, review how issues are handled, and pinpoint areas where service quality or resolution times can improve.
Roll-up reporting: Brands with multiple locations can compare performance across sites, identify trends, and maintain consistent service standards across regions.
Integration with CRM and support platforms: Customer information and conversation history sync directly into existing systems, reducing manual work and keeping data accurate.
Mobile nurtures and automated outreach sequences: Businesses can send timed messages that guide leads or customers through personalized touchpoints based on captured attributes.
Intent detection: The system identifies what the customer is trying to accomplish, allowing teams to respond quickly and avoid unnecessary back-and-forth.
Conversation-based sentiment tracking: Medallia analyzes tone and emotional shifts throughout each conversation, helping businesses recognize when experiences require extra attention.

Pricing & Plans

Medallia Concierge doesn’t offer fixed public plans. Pricing is customized based on company size, messaging volume, number of users, and any added AI or automation features. Most businesses work directly with the sales team to build a package, especially when Concierge is combined with the broader Experience Cloud.

Review feedback shows that costs rise as more users or custom configurations are added, which can impact multi-location teams. The model generally fits medium and large organizations that need real-time messaging, automation, and role-based access.

Because pricing scales with usage and setup, it may feel less predictable for companies seeking a budget-friendly, fixed-rate option. For an accurate estimate, businesses need a direct demo or quote matched to their messaging needs and team size.

Pros

In-conversation promotions

Their AI surfaces personalized offers while a conversation is happening, using customer history and behavior to time the promotion. This helps teams boost conversions during high-intent moments and reduces the need for separate marketing tools or manual targeting.

Smart audience segmentation

Concierge groups customers based on behavior, preferences, and past interactions, allowing teams to create distinct follow-up paths or service levels. This makes outreach more relevant and helps brands adapt messaging to each segment without extra setup work.

Enhanced VIP treatment

Loyalty members and high-value customers can receive tailored offers, priority routing, and faster responses. This helps brands reinforce loyalty programs, improve satisfaction among top spenders, and maintain stronger long-term relationships.

Automation for common issues

The platform can respond to frequent questions, send standard updates, and route requests without human involvement. This shortens wait times, reduces repetitive tasks for staff, and keeps messaging consistent across all customer touchpoints.

Multi-location performance insight

Managers can compare response times, message volume, and customer satisfaction across different branches. These insights help leaders spot underperforming locations, allocate resources more effectively, and maintain consistent service quality everywhere.

Cons

Inbox organization can be difficult

Some users report that the shared inbox becomes cluttered, making it harder to track assignments, manage notifications, and keep conversations organized across larger teams.

Limited filtering and bulk-messaging options

Several reviewers noted the absence of stronger filtering tools and the inability to send mass messages, which restricts how teams manage high-volume communication.

Customer Reviews

Most reviews for Medallia Concierge are strongly positive, with consistent praise for ease of use, texting efficiency, and fast communication. On platforms like G2 and Capterra, the software holds a solid 4.6 rating, and most users highlight smooth messaging and improved customer interactions.

Positive feedback

The positive reviews often center around how convenient it is to communicate with clients, guests, or tenants through text instead of phone calls. Many users mention that response times improved and daily tasks became easier once they adopted the system. One leasing professional shared that texting prospects led to better engagement than calling, and she appreciated being able to use the app while out meeting clients. Another hotel manager described how automated welcome messages helped prevent negative guest experiences by reaching out at the right moment. Several reviewers also noted smooth setup, strong tagging features, templates that save time, and the benefit of allowing entire teams to respond from one shared number.

Critical feedback

Negative experiences tend to focus on technical issues or missing features rather than the core functionality. Several users mentioned glitches such as repeated messages, disappearing messages, or slow loading when sending or receiving texts. One reviewer reported that his company was charged without ever being properly onboarded or given the custom setup they were promised, leading to unresolved communication with support. Others pointed out practical limitations like the inability to send mass messages, the lack of filtering options in the inbox, problems with shared inbox organization, or mobile app delays.

How Can I Contact Medallia Concierge?

If you need to get in touch with Medallia, several support channels are available depending on the type of request. General inquiries can begin through the main Medallia Contact Page. For survey-related questions, visitors can access Survey Support, while users of Medallia’s mobile products can reach assistance through Mobile Support. If you are an end user within an organization, Medallia directs you to your company’s internal helpdesk or your assigned Medallia administrator. Administrators who manage the platform internally can contact Medallia Administrator Support for technical guidance. Medallia also offers a toll-free number at 877-392-2794 for quick assistance. For updates, news, and professional engagement, you can follow Medallia on LinkedIn, Twitter, and Facebook.

Conclusion

Medallia Concierge stands out as a strong option for organizations that rely on fast, personalized communication and need tools that scale across teams and locations. Their AI-driven features, automation options, and analytics give businesses the support they need to manage high volumes of customer interactions without losing quality or speed. While the platform’s shared inbox, filtering limitations, and occasional technical glitches may challenge some teams, most users report meaningful improvements in response times and overall engagement once fully adopted. For companies that want a reliable, enterprise-grade messaging solution with room to grow, Medallia Concierge remains a compelling choice, especially when paired with a tailored deployment that matches specific operational goals.

If you’re comparing your options, there are more tools worth exploring. You can review our list of top text message marketing services to see how other platforms stack up, then use our comparison tool to narrow down the best fit for your needs.