Khorus is is an Employee Performance Management solution. Some key features include At-a-Glance Business Performance, Predictive Measures, Goals and Status Updates, and Near-real-time Analytics.
$10
Per User per Month
Medallia Agent Connect
Score 7.0 out of 10
N/A
Medallia Agent Connect (based on the former Stella Connect) is a CX suite of applications, performing customer feedback collection and service quality measurement, customer agent motivation tools, and employee engagement tools such as agent reward tools and performance tracking. Stella Connect was acquired by Medallia September 2020.
Khorus just seemed like a waste of time and money. I'm not sure what it's well suited for, but there wasn't a way to objectively measure your tracking of goals. The visual was nice, but all the goals were so subjective and really not helpful. It's also quite possible that I had the wrong approach.
The survey sent is customer-friendly, vibrant, simple, and easy to understand. The survey itself is comprised of simple question(s) with straightforward answer options for customers to make their selections. Creating the survey is a straightforward process for us to prepare and implement. Making updates or changes is just as easy.
The fundamental tool for customer satisfaction is exactly right. The way they allow us as agents to share details about ourselves, and humanize the process, has made a huge impact on the customer experience we provide. Our customers feel more inclined to leave us feedback and it allows us to get a real understanding of each of their individual expectations.
Customer Journey. From the beginning through the Sales process, through procurement, through trial and through now being users for over a year, the Stella Connect team has been incredibly helpful, informative and has provided us with the exact amount of interaction we need. They are very good at respecting your time while making sure they get in touch when necessary. New features that are relevant to our use case are sent my way. It's one of the only product update emails I actually read. They're incredibly responsive and very helpful.
It seems like a glorified spreadsheet at times with a cleaner interface.
The objectivity of goal tracking was absent.
I don't see that Khorus serves certain teams very well, such as a customer support team. Our goals don't change very often and the ones that we do have are very tedious to log.
They are the absolute best. My Sales guy Corey D. and my CSM Tim P. are totally a part of the team. They have been incredibly helpful through the process pre and post-sales and have become good friends. I appreciate that I feel like our team's success is always at the forefront of their minds.
I much prefer Asana to Khorus. It's not only good at tracking but also a task manager. You can see that you are heading towards your goal in an objective approach, assuming that you laid out your project accordingly. Additionally, we use 15Five to get that extra insight as a manager to ask our team how they are doing and if they reached their goals, what's getting in the way, ect.
We do not currently use any other products like Stella Connect, by Medallia. We have recently begun evaluating platforms that would allow us to collect feedback at different touchpoints throughout our customers' journeys, as well as through additional channels such as during our application process, quote and purchase experience, website experience, etc. We have looked at companies such as Survey Monkey, Medallia, and Qualtrics to help us better understand CSAT.
We ended up leaving Khorus and now use 15Five & Asana.
I think Khorus is a good idea but wasn't quite there in execution.
The initial creation of my goals was a good starting point for accomplishing them. I had to hash out the longterm solutions I was hoping to accomplish.
Implementing Stella Connect was such an easy decision. Before, we were working with "yes, I'm satisfied" or "no, I'm not satisfied" and felt it was an incredibly unclear and polarizing experience, as our users were forced to pick one or the other. Most often, we'd get a negative rating with a comment saying that the experience was fine, but some feature in the product was missing. This left it very difficult for us to really gauge the experience we were providing and how to improve. In addition, agent motivation was incredibly low and impossible to improve because they were left feeling like their scores were not matching their experience. Needless to say, implementing Stella Connect improved all of these issues 10-fold. The ROI has been incredibly substantial. We've been able to improve CSAT scores and properly measure the rate of first attempt resolutions. Team morale is at an all-time high, and our customers even love the experience.
