Trigger agent-level customer feedback requests after every service interaction. Our carefully designed surveys generate response rates of up to 50%, giving you a truly representative view of your customer sentiment and agent performance.
Customer feedback surveys don’t have to be drab and impersonal. With Stella Connect, you have the option to include photos and bios of your agents to humanize your support interactions, or choose from various custom avatars to make a personal connection while maintaining privacy.
Star ratings and free text fields capture customer feedback in a simple and engaging way. Stripping surveys back to their most actionable core will let you achieve response rates up to 10x higher than industry averages.
Customers can suggest rewards for a job well done, and team leads can then share reward votes directly with agents. Adding gamified elements drives agent engagement in a way that is simply not possible with traditional customer feedback surveys.
Drill into the specific drivers of positive customer feedback. By using Stella Connect to dive a layer deeper, team leaders can identify coaching opportunities even for top performers.
Customer effort scores, transactional NPS, first contact resolution: use Stella Connect to capture the metrics that matter to your business, at a scale that will give you a clearer and more actionable picture.
Use Stella Connect to spotlight negative service experiences in real-time. Understanding what went wrong enables in-the-moment agent coaching and gives you the opportunity to make things right with your customers.
Harness the spark created after positive service interactions by inviting customers to share their experience across their social channels. This powerful feature will raise the profile of your service operation and help drive more sales.
We have spent years crafting and refining a feedback survey that delights customers and drives the highest engagement rates in the industry. Customization capabilities allow you to refine key elements to fit the specific look and feel of your brand.
Customers interact with your agents across multiple different channels, so you need a true, cross-channel feedback tool. With Stella Connect, feedback requests can be triggered after phone, email, chat, SMS or social interactions, giving you maximum visibility.