Stella Connect, by Medallia Review
Rating: 9 out of 10
IncentivizedUse 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.