Overall Satisfaction with Stella Connect, by Medallia
My organization currently uses Stella Connect, by Medallia as a tool to collect feedback from our customers and potential customers after interacting with our agents either by phone or email. After customers and potential customers contact our customer support team using Zendesk Support, our agents will create a ticket within that customer's profile. Upon solving that ticket, a Stella Connect survey is triggered, which asks the customer to tell us about their experience with our agent.
- 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)
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.
Do you think Medallia Agent Connect delivers good value for the price?
Are you happy with Medallia Agent Connect's feature set?
Did Medallia Agent Connect live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Medallia Agent Connect go as expected?
I wasn't involved with the implementation phase
Would you buy Medallia Agent Connect again?
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.