Item: Medallia Agent Connect
Rating: 9
Author: Alyson Sherlock

Use Cases and Deployment Scope

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.

Pros and Cons

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

Most Important Features

Performance data
Highlighting areas to improve
Dashboards available to understand trends

Return on Investment

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)

Alternatives Considered

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.

Key Insights

Do you think Medallia Agent Connect delivers good value for the price?

Yes

Are you happy with Medallia Agent Connect's feature set?

Yes

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?

Yes

Other Software Used

Quip, Slack, Zendesk Support Suite

Likelihood to Recommend

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.

Stella Connect, by Medallia Review

Overall Satisfaction with Stella Connect, by Medallia