CustomerSuccessBox vs. Medallia Agent Connect

Customer success box is very well suited for SAAS companies where p product tracking and adoption of needed. Customer support our implementation teams can use customer success box. For tech, quality teams or marketing teams within a company this product is not useful as the domain for these teams are different.

Incentivized

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.

Incentivized

• Journey feature will help you automate your manual tasks like auto csm assignments, auto playbook enrolls, email alerts to your clients about new assignments or any set templates, etc.
• Making a playbook of your process (must be consist of multiple steps) will help you give the visibility of how many clients are stuck in which steps and from when.
• They are using Metabase for making analytics dashboards where you can make your own dashboard with different filters like Csm activity report, churn dashboard, potential clients report and also using pulse feature in Metabase schedule your daily report to different required people.

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

• Health aggregation delay can be improved.
• Calling with csbox software can be improved, it makes touchpoint even if your call from csbox has not picked up, and accordingly changed relationship health.
• Add more analytics in the playbook like avg time taken to complete each step and there is no option of selecting multiple csms in the filter.

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

CustomerSuccessBox is a valuable asset for every customer success manager and it is more than helpful for all the tracking functions it has. The trends of finance, product adoption, relationship, service all can be tracked extremely well so that a customer success manager doesn't need to worry on the fact that he has to look into everything from various places but can look at a one-stop solution like the customer success box.

Incentivized

I have created two - three support tickets so far and their response is very very quick. Their team is also very empathetic, understanding and highly motivated towards solving a customer's problem. I would definitely recommend and rate them 10 / 10 for their excellent after sales support. They support for all EST & PST zones.

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

I have not evaluated any other software. Nor have I used it. My manager has chosen this software. I'm not the decision maker, my management takes care of all this. I also use Freshdesk, Mixpanel and Hubspot for managing my other work. Good news is, all these are integrated with CustomerSuccessBox

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.

• It has helped in managing large amount of Client data under single platform.
• It helped in generating valuable insights from data.
• It is helpful to take proactive actions.

• 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)