PICKING A CX PLATFORM

Why Choose Tattle Over Traditional CXM (SMG, InMoment, Medallia)?

Tattle SMG InMoment Medallia

If you’re here to better understand the differences between Tattle and traditional customer experience management platforms (e.g. SMG, InMoment and Medallia) – or are looking for a new CX platform altogether – you’ve come to the right place.

While each product has its share of similarities and differences (which we get into further down the page), Tattle is designed to help restaurants improve on everything from operations to guest experience, while making the whole process actionable and easy to implement across all restaurant units.

Now, let’s take a look at the differences between these platforms.

4 Reasons Restaurant Brands Choose Tattle Over SMG, InMoment, & Medallia

#1

Tailor-Made For Restaurants

Tattle Restaurant Brands

Having worked almost exclusively with QSRs, FSRs, and Fast Casual brands for the past decade, the Tattle platform has become the go-to tool for restaurant executives and operators.

Every aspect of the platform – from feedback collection to guest recovery – has been carefully engineered through the lens of what restaurant brands need on a day-to-day basis. Whether that’s providing brand-wide insights for the C-suite or addressing specific pain points DMs, GMs, and Franchisees, we help the company from top to bottom.

In comparison, larger CX platforms – such as SMG and InMoment – span dozens of industries including retail, automotive, healthcare, insurance, and more, ultimately losing specificity and customizability in the process. On the other hand, the Tattle team consists of almost exclusively experienced professionals in the hospitality space, therefore creating a platform that’s truly by restaurant operators, for restaurant operators.

#2

Intuitive Dashboard

Intuitive Dashboard

Unlike the platforms of traditional brands, you don’t have to be a data analyst to use Tattle. It’s incredibly easy to navigate the platform and find exactly what you’re looking for in just a few clicks.

The reporting can be quickly filtered by numerous categories (date, day-part, location, group, etc.) and provide a macro view of the entire brand, or a micro view of specific units. The Objectives section advises your team on what issues to tackle first that will have the highest probability of improving the overall guest satisfaction within 30 days.

Your teams can manage guest correspondence and incidents within the same dashboard as well. Easily manage, monitor, and respond to dissatisfied guests automatically with guaranteed transparency and accountability.

#3

Fast, Hassle-Free Implementation

No Multi-Annual Contracts

SMG, InMoment, and Medallia all take between 3 and 6 months to roll out their customer experience solution across a brand. For the Tattle platform, it takes less than a week to implement.

Our amazingly quick and hassle-free launches are due to a few things.

First, our platform is incredibly intuitive and easy to use. Though we offer free training, it’s almost never needed.

Second, we have a amassed a great number of restaurant partners we integrate directly with (i.e. POS, ordering, loyalty, and kiosk).

Lastly, our integrations are quick, because our platform is lightweight. No installing new softwares. No adding additional hardware. Log in to the online dashboard and you’re good to go.

#4

Dedicated, Hands-On Support

Dedicated Tattle Support Team

One of the biggest advantages of Tattle (particularly observed by enterprise-level restaurant brands) is our customer success team. Your brand will get a dedicated Tattle expert for whatever you may need – from unlimited training and support, to hands-on strategy and insight sessions.

Having a dedicated support team makes for a quick launch, smooth company-wide adoption of a new software tool, and a flourishing long-term partnership built on trust and mutual success. While traditional guest experience platforms give you a support page, we give you a person.

Direct Comparison

In this section, we will look at the top customer experience management features and the corresponding strength of each platform (on a scale of 0 to 100).

Feedback Volume

The number of channels to collect feedback from and effectiveness of each. This also takes into account the physical touchpoints (Tattle uses a simple QR code distribution strategy.)

  • Tattle 98% 98%
  • SMG 90% 90%
  • InMoment 90% 90%
  • Medallia 90% 90%

Survey Completion

An indicator of how likely a guest would complete the survey in its entirety.

  • Tattle 95% 95%
  • SMG 65% 65%
  • InMoment 60% 60%
  • Medallia 60% 60%

Data Collected Per Survey

The ability to collect as many feedback datapoints as possible from a guest without compromising the completion rate or user experience.

  • Tattle 95% 95%
  • SMG 75% 75%
  • InMoment 75% 75%
  • Medallia 75% 75%

Restaurant-Focused

Whether the surveys, platform, or team behind each CX solution has the restaurant industry as its main focuse / customer segment.

Tattle

Yes

SMG

NO

InMoment

NO

Medallia

NO

Operational Categories

The variety and usefulness of measurable operational areas within a restaurant brand (i.e. speed of service, hospitality, food quality, etc.)

  • Tattle 98% 98%
  • SMG 85% 85%
  • InMoment 60% 60%
  • Medallia 75% 75%

Root Cause Identification

The volume and usefulness of measurable underlying factors that make up an operational category (e.g. temperature, texture, spice and flavor under “Food Quality”.)

  • Tattle 95% 95%
  • SMG 45% 45%
  • InMoment 40% 40%
  • Medallia 40% 40%

Platform Intuitiveness

The ease of use of the platform (Navigation, report customization, guest interaction, etc.) for the C-suite executives and General Managers alike.

  • Tattle 95% 95%
  • SMG 50% 50%
  • InMoment 50% 50%
  • Medallia 55% 55%

Menu-Level Insights

The ability to parse out individual menu items and asses their performance, broken down by operational category

  • Tattle 85% 85%
  • SMG 85% 85%
  • InMoment 0% 0%
  • Medallia 0% 0%

Guest Recovery

The ability to communicate with disastisfed guests and win them back.

  • Tattle 95% 95%
  • SMG 95% 95%
  • InMoment 95% 95%
  • Medallia 95% 95%

Location-Level Objectives

The ability of the platform to guide location-level teams in the direction that most improves overall guest satisfaction.

  • Tattle 95% 95%
  • SMG 90% 90%
  • InMoment 90% 90%
  • Medallia 90% 90%

Industry Benchmarking

The ability and depth of comparison of a restaurant brand’s performance against their competition.

  • Tattle 85% 85%
  • SMG 80% 80%
  • InMoment 50% 50%
  • Medallia 70% 70%

Reputation Management

The ability to intercept negative reviews and prompt encourage positive online reviews.

  • Tattle 95% 95%
  • SMG 90% 90%
  • InMoment 35% 35%
  • Medallia 35% 35%

Free Trial Availability

Tattle

YES (200+ units)

SMG

NO

InMoment

NO

Medallia

NO

Deployment Time

Tattle

4-7 Days

SMG

90-180 Days

InMoment

90-180 Days

Medallia

90-180 Days

Dedicated Insights & Strategy Sessions

Tattle

YES

SMG

NO

InMoment

NO

Medallia

NO

TESTIMONIAL

“Tattle is a powerful tool to help gain actionable insight on patterns in the guest experience. It’s a great way to better understand the guest so that you can provide the best possible experience.”

Aaron Yang
Vice President, Din Tai Fung Restaurant Group

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