Medallia announced the release of Medallia Resolve, an advanced customer experience capability that helps companies quickly find the root causes of recurring customer pain points so they can be addressed at the source of the problem. Closing the 'inner loop' with customers has become standard practice for how companies resolve individual customer issues. Today, the challenge is to increase the strategic impact of customer feedback by closing the 'outer loop,' or aggregating feedback to uncover business improvement opportunities that provide tangible value for large groups of customers.

Medallia Resolve's new features include: Best-practice-tailored case management tools that help companies engage in a productive dialogue with customers when things go wrong: by alerting the employee who is closest to the problem to close the loop with the customer, helping them better understand the issue, and letting them record findings for systemic learning and analysis. Enhanced internal collaboration tools: which aggregate historical data from all touch points to give employees the context they need to solve customer problems and allow them to pull in teammates for help. An upgraded reporting dashboard: which opens the 'outer loop' by identifying root causes of recurring customer pain points including broken processes, common misunderstandings, and training gaps.

A real-time mobile app: which alerts employees about customer issues on the go and provides the ability for them to respond directly even if they're away from their desk. Resolve is the latest innovation by Medallia to help employees across an organization work together to improve their customer experience.