Reviews (1-1 of 1)
October 31, 2019
Score 10 out of 10
We use Stella Connect for our Customer Experience team, which includes our Support team and our Customer Success team. The primary users are our Support agents. We configured Stella connect to send out support requests after every solved ticket. We measure our main KPIs from Stella's satisfaction rating, as well as their resolution rate. We utilize service recovery, 1:1s, and their newest QA feature.
- 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.
- I wish there was more connection with our ticketing systems analytics. We measure KPIs from Stella, but also workflow related metrics within our ticketing system. Right now, managers have to go into multiple platforms to find the corresponding data. I wish Stella had an analytics connection of some kind.
Read Joelle Waksman's full review
It's suited for any support team, customer experience team, or customer-facing team that wants to measure the satisfaction of their customers. Especially large/scaling support teams that handle inbound support of any kind.
Stella Connect Scorecard Summary
About Stella Connect
Stella Connect headquartered in New York offers 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 Technical Details