Streams and dashboards give team leaders a macro and micro view of the performance of the agents they manage. These tools empower team leaders to deliver positive feedback, coach agents in real-time and make things right with customers who have had subpar experiences.
Real-time agent-level performance insights, and more automated coaching and QA programs will enable you to scale your service team more effectively. Team leaders will be able to manage larger pods of agents, and you’ll need fewer QA resources because of a more streamlined and effective program.
Align Zendesk interaction tags, departments and brand information with customer feedback to capture actionable insights that you can use to drive product innovation and highlight where policies might need to be updated to keep customers delighted.
When customers leave positive feedback, they are encouraged to share their great experiences across social channels and review platforms. Harness this feature to spread the word about your brand, as well as push special offers or promotions.
Customer feedback flows in real-time into the Stella Connect platform. Positive feedback drives engagement; negative feedback drives self-correcting behavior, which reduces the coaching burden on your service leaders and helps ramp new hires more quickly. As well as being displayed in Stella, feedback also flows into your Zendesk instance, enabling you to develop custom reports in Zendesk Explore. Third party integrations enable you to also flow customer feedback into other tools like Slack.
When a negative interaction occurs we will automatically create a follow up ticket in Zendesk using our service recovery workflow, enabling you to instantly make things right with customers after subpar interactions.
Automatically send out a second survey when Zendesk recovery tickets are solved, enabling you to measure the impact of your service recovery program on customer sentiment.
Send out Stella Connect surveys via links that can be automatically inserted into a conversation when SMS, Facebook or Twitter tickets have been solved.