Stella Connect, by Medallia Review

Rating: 9 out of 10

September 28, 2021

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

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

Cons

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

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.

Alyson Sherlock

Customer Operations Manager at Berxi in Customer Service at Berkshire Hathaway Specialty Insurance (1-10 employees)

Vetted Review

3 years of experience

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I would write a commencement speech about Stella Connect!

Rating: 10 out of 10

Incentivized

October 31, 2019

Use Cases and Deployment Scope

We use Stella Connect for our Customer Experience team, which includes our Support team and our Customer Success team. The primary users are our Support agents. We configured Stella connect to send out support requests after every solved ticket. We measure our main KPIs from Stella's satisfaction rating, as well as their resolution rate. We utilize service recovery, 1:1s, and their newest QA feature.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Joelle Waksman

Director of Customer Experience in Customer Service at Calendly (51-200 employees)

Vetted Review

1 year of experience

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