Medallia Agent Connect vs. Workleap Officevibe

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.

I think Officevibe is great for any office where management truly cares about how happy their employees are and is interested in making their company a great place to work. It's a quick and easy way for staff to give you honest thoughts and opinions that you can act on to make improvements

Incentivized

• 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.

Incentivized

• Does the remembering for me. Officevibe sends the surveys automatically on a scheduled sequence.
• The surveys cover a wide range of topics. They help address where pain points could be lurking and where I need to try to help my team.
• I like being able to see the trend in the reports. It helps me give an overall sense of the health of our employees feelings towards each other and the company.

Incentivized

• Ability to create and send out different surveys triggered by different customer touchpoints
• Ability to create surveys that aren't focused solely on agent performance
• Ability to break down and search the data based on different customer attributes, such as profession or state

• Add review processes, like 360.
• Add OKR tracking.
• Add daily task tracking in PPP format.

Incentivized

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.

Incentivized

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.

I didn't try anything else - Officevibe came across my desk and I went with it. I'm not sure what other options there are out there, but I'm sure there are a few. It's probably worth giving them a look, but if you're looking to keep your finger on the pulse of your company culture and employee happiness / engagement, Officevibe is not a bad choice at all.

Incentivized

• 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.

Incentivized

• I used it to decide how best to allocate my resources for employee benefits and perks. I was able to find out which ones were truly important to them and which ones they didn't really care about so I knew which ones to spend my money on.
• I've also been able to see whether I'm doing a good job as a manager and where I need to improve, whether it be in terms of management style, leadership, communication or even things like policy - I'm able to see what is working and what isn't and make adjustments accordingly.

Incentivized