From experience signals to the evidence that explains them
Medallia is an enterprise experience management platform, recognized as a leader in Gartner’s Magic Quadrant for Voice of the Customer Platforms for five consecutive years, built to capture and act on feedback at scale: surveys, voice, chat, social, and behavioral signals unified into a single, AI-analyzed view. Dovetail is an AI-native customer intelligence platform built for a different job: capturing the interviews, usability tests, support tickets, and sales calls that explain why those signals are moving, without the multi-quarter rollout enterprise experience programs typically require.
Moving from Medallia? We’ll help you find the fastest path to Dovetail.
No credit card required. Free migration included.
Connecting the world's leading teams to their customers
Detecting a shift in sentiment isn’t the same as explaining it
Medallia helps large, multi-brand enterprises, Fidelity and Schneider Electric among its customers, run experience programs at scale, tracking NPS and CSAT scores while unifying survey, voice, chat, social, and behavioral signals into one platform. Its AI surfaces themes and routes them to the right team through role-based dashboards and closed-loop case management.
A moving score doesn’t explain itself, and Medallia’s text analytics works on feedback submitted through its own channels—surveys, digital forms, social listening—not on the interview recordings, usability sessions, or support call transcripts that carry the actual reasoning behind a customer’s frustration. Teams still need a separate qualitative research practice to understand why a number moved, not just that it did.
Dovetail closes that gap by putting the qualitative layer at the center of the workflow instead of in a separate tool on the side. Interviews, usability sessions, support tickets, sales calls, and reviews are captured, transcribed, and analyzed automatically, so a shift in a Medallia score can be traced back to the specific call or ticket where a customer described it in their own words.
Dovetail customers have seen 2.3x ROI, 30 hours saved per user each week, and 66% faster shipping in a commissioned Forrester study.
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Choose Dovetail when a score needs an explanation
Dovetail is built for teams that need more than an experience score, connecting the qualitative evidence that explains what your Medallia dashboards are telling you.
Understand why a score moved, not just that it did
Connect interviews and support conversations to the CSAT and NPS trends your team already tracks, so a dip in sentiment comes with a transcript-backed reason, not just a segment to investigate.
Run research your team owns, natively
Record, transcribe, and analyze interviews and usability tests inside Dovetail, without exporting recordings into a separate tool.
Bring every kind of evidence into one place
Interviews, support tickets, sales calls, surveys, and reviews sit alongside each other in one customer intelligence platform, instead of splitting qualitative depth from the experience signals Medallia tracks.
Give stakeholders a cited answer, not a dashboard filter
Let anyone ask a plain-language question and get an AI answer grounded in the original transcript or ticket, instead of slicing a dashboard and guessing at the cause.
Get started in weeks, not quarters
Skip the multi-quarter rollout and dedicated administrator headcount that enterprise experience management programs typically require to stand up.
Give every team a seat
Product, design, support, sales, and leadership get access to customer intelligence without licensing each stakeholder as a respondent or seat.
How Dovetail compares to Medallia
Medallia is built to capture and act on experience signals. Dovetail is built to explain what those signals mean, connecting research, support, sales, and feedback into evidence every team can act on.
Buyer's choice award
Trust radius, 2026
Category Leader
GetApp's category leaders 2025
Top UX Research Product
Proddy awards by product school
High Performer
g2, summer 2026
Tech Cares
Trust radius, 2026
Tech Cares
Trust radius, 2025
Momentum Leader
g2, summer 2026
Top Rated
Trust radius, 2026
Leader
g2, summer 2026
Best Relationship
g2, summer 2026
Best Estimated ROI
g2, summer 2026
Fastest Implementation
g2, summer 2026
Keep the experience program you’ve already built, and add the evidence that explains it
Moving from Medallia doesn’t mean giving up your experience program. We’ll help you bring your interviews, usability sessions, and support conversations into Dovetail, so your team has the qualitative evidence to explain the signals you’re already tracking.
Guided setup
Bring your research history and get support setting up a workspace your team can use right away.
Searchable history
Make interviews, notes, findings, and feedback easy to query.
Unlimited viewers
Give every team access to intelligence without seat limits.
Connected workflows
Link customer evidence to the tools teams already use.
Give every experience signal a reason behind it
Start your 60-day free trial of Dovetail. Bring your existing research, invite your team, and connect the qualitative evidence that explains what your experience program is already telling you.
- 60 days full access, no feature limits
- Onboarding support from a research specialist
- Free migration from your current tool
- Full export if you decide not to continue
FAQs
Not fully, since Dovetail is built to complement Medallia’s enterprise experience program rather than replace its survey-distribution and case-management scale. What it does replace is the separate qualitative research practice most Medallia customers still run alongside it: Dovetail captures interviews, usability tests, support tickets, sales calls, and reviews in one workspace, giving your team the evidence behind the scores Medallia already tracks.
Dovetail is the strongest alternative for teams who want to understand why a score moved, not just tracking that it did. It replaces the separate research tool many Medallia customers already run for interviews, usability tests, and support-ticket analysis, then connects that evidence directly to the CSAT and NPS trends your team tracks, with AI answers grounded in the original transcript or ticket.
Medallia measures experience signals at enterprise scale, unifying surveys, voice, chat, social, and behavioral data into role-based dashboards with AI-driven theme and root-cause analysis. Dovetail works underneath that layer, recording, transcribing, and analyzing interviews, usability tests, support tickets, and sales calls, so a shift in a Medallia score can be traced back to the specific call or ticket where a customer described it in their own words.
Yes. Moving from Medallia doesn’t mean giving up your experience program: Dovetail’s free migration support brings your interviews, usability sessions, and support conversations in alongside the signals you already track in Medallia, so your team has the qualitative evidence that explains what those scores mean.
Yes. Dovetail’s digital twins model a specific customer or segment from their interviews, support tickets, and sales calls, so you can ask why a CSAT (Customer Satisfaction Score) or NPS (Net Promoter Score) moved in Chat and get a cited answer grounded in the original transcript, instead of waiting for the next survey wave or dashboard refresh. It’s available on all paid plans.
No. Dovetail deploys without the dedicated administrator headcount or multi-quarter rollout that enterprise experience management programs typically require, so most teams are recording, transcribing, and analyzing their first interviews within days. Start with a 60-day free trial, no credit card required, and Dovetail’s team provides free migration support to bring in existing research alongside the program you already run in Medallia.