Stella Connect - Short Review

Communication Tools



Product Overview of Stella Connect

Stella Connect, a component of Medallia’s Contact Center Suite, is a comprehensive customer feedback and performance management platform designed to enhance the effectiveness and engagement of customer service teams.



What Stella Connect Does

Stella Connect empowers customer service teams by collecting and analyzing agent-level feedback from customers, integrating it with quality assurance (QA) processes, and providing personalized coaching. This platform aims to improve service quality, boost employee morale, and drive continuous improvement through actionable data and engaging user experiences.



Key Features and Functionality



Real-Time Feedback and Surveys

Stella Connect allows for the automatic sending of feedback requests to customers after service interactions, such as ticket closures, using predefined rules. This ensures high response rates, often up to 50%, providing valuable insights into agent performance.



Performance Analytics and QA

The platform offers advanced performance analytics, enabling CX leaders to gain visibility into service performance and streamline their QA processes. It integrates with various customer service tools like Freshservice, Gorgias, and Gladly, linking customer feedback directly to service tickets for deeper context.



Coaching and Recognition

Stella Connect includes robust coaching tools that deliver in-the-moment feedback and coaching to agents, helping them improve their performance. The platform also features recognition and rewards programs, such as the integration with Snappy Gifts, which allows customers to reward agents for exceptional service and enables managers to fulfill gifts directly from the Stella Connect account.



Customization and Integration

The platform is highly customizable, offering features like customizable surveys, survey templates, and the ability to deliver surveys with company branding in multiple languages. It integrates seamlessly with CRM systems and other customer service tools, enhancing the overall feedback and QA process.



Gamification and Engagement

Stella Connect incorporates gamification elements, such as agent leaderboards and peer reviews, to engage agents and foster a competitive yet supportive team environment. This helps in motivating agents to deliver exceptional customer experiences.



Service Recovery

The platform includes a service recovery workflow that allows companies to address subpar service interactions promptly. This feature helps in maintaining customer satisfaction and loyalty by ensuring issues are resolved efficiently.



Mobile Access and Automated Workflows

Stella Connect provides mobile access, ensuring that agents and managers can access feedback and performance data on the go. It also supports automated workflows, making the process of collecting feedback and initiating coaching or QA reviews more efficient.



Advanced Analytics

The platform includes sentiment analysis and other advanced analytics tools, providing detailed insights into customer feedback and agent performance. This helps in making data-driven decisions to improve service quality and agent engagement.

In summary, Stella Connect is a powerful tool for customer service teams, offering a suite of features that enhance feedback collection, performance management, coaching, and recognition. Its integration capabilities, customization options, and advanced analytics make it an invaluable asset for improving service quality and driving agent engagement.

Scroll to Top