Beeline Conducts User Experience Research with Medallia in Digital Channels

Beeline, a member of the international group VEON, has added customer experience research to its digital channels. The world-renowned online platform Medallia has been integrated into the Beeline website and MyBeeline application. Customers can now fill out a short questionnaire to evaluate Beeline digital channels and send advice as comments.

Beeline first introduced the world-renowned tool for understanding its customer demands, behavior and habits – Medallia, in Georgia in 2018. It has been in active use ever since. The Customer Satisfaction Survey starts from the very first day of becoming a customer - with a simple survey sent via SMS. The conditions of the products and the experience gained of being a customer, as well as the quality of the call center and in-store services, are evaluated.

An independent function explores Beeline's customer experience and is designed to improve customer service and customer satisfaction. “Consumer behavior is constantly and rapidly changing,” says Beeline CX Manager Marika Chabukiani. “To satisfy them, it is no longer enough to solve existing problems or offer products and services based on past experience. Customer Experience (CX) leaders need to ‘already today’ determine what experiences they want to create for their clients ‘tomorrow,’ and be ready to meet their expectations”.

“For the customer experience survey, Beeline has been using the world-renowned platform Medallia for almost two years,” she adds. “‘Satisfaction with digital channels’ has been added this year to ‘product conditions’ and ‘experience gained through use’, as well as quality assessment of call center and in-store services. This means Beeline has launched a survey of users of the MyBeeline app and website to determine the customer experience to further refine and improve its digital channels”.

By Mariam Merabishvili

Photo: Marika Chabukiani, CX manager, Beeline