Medallia Agent Connect

Formerly Stella Connect

Easily integrates with Zendesk Support

Creates a simple, easy to understand survey for customers

Creates a simple dashboard for agents to review stats on their individual reviews

Creates a simple dashboard for managers to review stats at both a team and an agent level

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

Performance data

Highlighting areas to improve

Dashboards available to understand trends

We're able to show how important it is for our agents to be equipped with the necessary tools so they can best support our customers' needs

We're able to prove how much of an impact our agents have on our customers' experience(s)

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.

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.