Medallia Agent Connect vs. Sogolytics

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

We use Sogosurvey to obtain feedback from course candidates after they have attended a course. This is invaluable to us as the candidates can complete the feedback in their own time after the course is completed rather than them having to do it while attending the course. We also use SoGoSurvey to get feedback from our volunteer instructors who work for other organizations and at different hours so the ability for them to complete the surveys in their own time is invaluable.

• 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

• SoGoSurvey makes it easy to create a survey even for the novice. I recently gave a spare license to a peer and they were able to easily develop a survey. I offered my help if she had any questions but she said that she'd definitely ask but "... I already love that I can change the answer format with the drop down. It's the best. "
• Customer support. I 'chat' with support personnel when I need to use a feature I haven't used. They are always quick to respond and answer my questions thoroughly. I can get the complete chat via email for future reference as well.
• Keeping clients up-to-date. SoGoSurvey regularly hosts free training and best practices webinars that keeps the basics at the forefront and shares best practices.
• The canvas (survey metrics) is easy to create and very versatile in summarizing the survey results.

• 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

• Providing users the ability to follow along a specific question example (eg. placeholder text in questions that users can see what the answer might look like)
• Better media management and implementation (eg. placing images/videos/gifs/etc. as standalone assets in the survey)
• Making the images added into a survey responsive to the screen they are being viewed on (eg. any images added to a survey do not adjust to the size of the screen, consequently showing up very small on mobile/tablet view)
• Exporting the survey to Word looks horrible - we'd love if the survey could be exported the way it looks when live into a similar-looking Word document or template

We find SoGo Survey to be easy to use and very respsonsive to our needs

Incentivized

Very easy to use. My only challenge was the features offered in their Plus package didn't offer everything I would have liked (e.g. branching). The other area for improvement would be to allow an easier transition between Tracking and Reports.

Incentivized

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 had an issue whereby I used a free trial that ended, locking me out of my account. I contacted their customer service to help with this issue, which they resolved in under half an hour. I was extremely impressed with their speed and quality of service, which led me to filling out this review!

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.

In summary, Sogolytics has proven to be the perfect fit for our pre and post-test assessments. Its seamless integration, efficient data collection, and powerful reporting capabilities have significantly improved our ability to track and communicate the impact of our programs. We highly recommend Sogolytics to organizations looking for a reliable and user-friendly data management solution.

• 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 are more efficient. Instead of manual work, we can use this survey tool to do the heavy lifting, allowing for staff to focus on other tasks.
• The "send later" feature ensure surveys are sent out without needing a manual reminder.
• Offering pulse surveys has given us a great way to get a temperature check from employees.