Improve Front-Line Team Performance Through Real-Time Customer Feedback

No, not at all. Stella Connect is designed to supercharge the performance of service and sales teams. It uses customer-driven ratings and comments (and even employee rewards!) to accomplish this. This employee-focused approach, combined with our sky-high response rates, means that you have an unprecedented volume and depth of insights to manage your team, from recognizing and promoting top performers to training or removing bottom performers.

No, the employee rewards program is up to you - customers just suggest rewards that they think the person they interacted with deserves. Don’t worry though, if you don’t have budget for physical rewards like a cup of coffee or lunch, there are recognition-based rewards that you can choose from instead, like a high-five, the best parking spot, or a shout-out during a team meeting. Both tangible and recognition-based rewards have been proven to significantly boost team morale. Also, Stella Connect includes helpful features that take the headache out of managing your rewards program. You can use these features to select your rewards, set reward thresholds, track fulfillment and much more.

It does. Stella Connect can be used for phone, email and chat interactions.

Stella Connect is for companies in any industry that employ front-line staff to interact with customers. Companies across retail, financial services, insurance, travel, education and many other industries are successfully using Stella Connect to get the most out of their front-line teams. The product has also proven to be a terrific tool for companies to use for internal company support teams.

Response rates to Stella Connect feedback requests range from 40-60%. Of respondents, over half leave comments and suggest employee rewards. Our clients tell us that this level of engagement is unmatched by anything they have seen before. As a result, companies using Stella Connect can do more with the data and insights to manage, motivate and optimize their team’s performance.

Yes, we’ve built direct integrations with Zendesk, Salesforce and Desk.com and also have a full-featured API for more custom integrations. Integrations are quick and easy to set up. Most companies start with Stella Connect by manually sending feedback requests, and once they see how it works they will then integrate with their CRM system.

We built Stella Connect to be as easy as possible to get up and running. When you first login, there is a step-by-step guide to help you get started. Our client services team is always on hand to help, and we also have an online help center and customer community to answer any additional questions.

Absolutely. You can update the look and feel of your feedback requests to match your brand’s visual identity, and you can change the content to match your brand voice. Stella Connect comes pre-populated with default language and settings that we’ve found perform exceptionally well. You can use these settings as a starting point and customize from there.

Yes. This functionality helps ensure that customers don’t receive a second feedback request if, for example, they have a follow-up question immediately after their initial inquiry. You can also ensure that customers on your unsubscribe list do not receive any requests for feedback. You can easily customize these types of settings within the product.

Absolutely. Stella Connect is a great way to drive employee motivation across your outsourced contact center team and make them feel more connected to your brand, while also giving you greater visibility into their performance as a third-party vendor. Many of our clients who use third-party contact centers have found Stella Connect to be an invaluable tool, and the outsource vendors find it significantly improves the quality of service provided by their staff.