StellaService, the service measurement and optimization company, today announced the launch of Stella Connect, a new product designed to transform the way companies collect and activate customer feedback on the performance of their teams.
Through the new product, customers can rate front-line staff and reward them directly with physical products; front-line staff can gain instant visibility into customer feedback through real-time dashboards; and brands can use the personal connections enabled by Stella Connect to power highly personalized marketing programs.
At the heart of the product are feedback emails, which are triggered to customers immediately after service interactions occur. These emails include a photo and brief biography of the front-line team member to help companies humanize the service experience and build deeper connections with customers. The emails prompt customers to rate their service experience through a star rating system, share qualitative feedback, and even choose to reward the person they interacted with through various incentives such as a cup of coffee, lunch, gift cards or other physical products.
Ratings, comments and rewards suggested by customers through Stella Connect flow directly into dashboards for each front-line staffer, creating real-time feedback that motivates service teams while also providing managers with granular visibility into employee-specific performance.
In addition to these real-time dashboards, managers can also access more detailed reports through the product, enabling them to uncover deep insights that can be used to inform custom training and development programs.
Along with powering employee motivation and training, Stella Connect also includes a range of features that enable companies to turn great service into high impact marketing programs. These service-driven marketing features include the ability for companies to drive earned media, launch personalized marketing programs, and optimize search engine marketing campaigns.
StellaService rolled out Stella Connect with a select group of pilot customers in Fall 2015, including Jet, Betterment, and UncommonGoods. Jet was one of the first partners to sign up for the new product and has seen notable success, with hundreds of customer service agents now using the product every day. Specifically:
- The gamified nature of Stella Connect has resulted in significantly high engagement rates with Jet customers responding to Stella Connect requests for feedback consistently over 40% of the time
- The average star rating for Jet’s front-line team members is 4.6 out of 5.0 stars
- Over 5,000 Jet customers who have responded to a Stella Connect request have gone on to broadcast their positive service experience via social media.
“Stella Connect is an amazing asset for our team at Jet,” said Jet founder and CEO Marc Lore. “Our brand is built for the customer, and Stella Connect is helping us take our service to the next level with a win-win for both our team and our customers. The platform has strengthened shoppers’ emotional connections to our brand, which is a vital element to building loyalty and driving sales.”
“Providing a best-in-class customer support experience has been a fundamental part of our mission since day one,” noted Jon Stein, CEO and Founder of Betterment. “Stella Connect is a great platform for our team to build even stronger relationships with our growing customer base.”
With the launch of Stella Connect, StellaService moves beyond its core retail roots. The new product has broad applications across any industry that employs front-line staff with an emphasis on great service.
“Stella Connect introduces an entirely new way for companies in nearly any industry to create a more personal connection between their front-line employees and customers,” said StellaService co-founder and CEO Jordy Leiser. “What’s particularly exciting is the way that the product bridges the gap between service and marketing, by empowering companies to leverage successful individual service interactions to drive sales.”
Stella Connect is now available to companies beyond the initial launch partners. For more info, visit https://stellaservice.com/stella-connect/.
At StellaService, our mission is to help companies create value from every service interaction. We provide solutions that transform the way companies measure, optimize and monetize the service performance of front-line staffers. Founded in 2010, StellaService is headquartered in New York City and has raised over $30 million in funding. For more information visit www.stellaservice.com or follow StellaService on Twitter @StellaService