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Medallia Agent Connect

Score4.1 out of 10

10 Reviews and Ratings

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What is Medallia Agent Connect?

Medallia Agent Connect (based on the former Stella Connect) is a CX suite of applications, performing customer feedback collection and service quality measurement, customer agent motivation tools, and employee engagement tools such as agent reward tools and performance tracking. Stella Connect was acquired by Medallia September 2020.

Categories & Use Cases

Reviews

What users are saying about Medallia Agent Connect.
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Stella Connect, by Medallia Review

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

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

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)

Other Software Used

Quip, Slack, Zendesk Support Suite

I would write a commencement speech about Stella Connect!

Incentivized
Joelle WaksmanView profile
Director of Customer Experience in Customer Service at Calendly (51-200 employees employees)

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.

Return on Investment

  • Implementing Stella Connect was such an easy decision. Before, we were working with "yes, I'm satisfied" or "no, I'm not satisfied" and felt it was an incredibly unclear and polarizing experience, as our users were forced to pick one or the other. Most often, we'd get a negative rating with a comment saying that the experience was fine, but some feature in the product was missing. This left it very difficult for us to really gauge the experience we were providing and how to improve. In addition, agent motivation was incredibly low and impossible to improve because they were left feeling like their scores were not matching their experience. Needless to say, implementing Stella Connect improved all of these issues 10-fold. The ROI has been incredibly substantial. We've been able to improve CSAT scores and properly measure the rate of first attempt resolutions. Team morale is at an all-time high, and our customers even love the experience.

Alternatives Considered

AskNicely

Other Software Used

Zendesk, Zoom, Slack