Medallia Agent Connect Reviews & Product Details

It has been the reason why I am able to keep track of my progress at work and as well provides me the option to see how satisfied our clients are with the services I prove. The metrics interface is off the charts. Review collected by and hosted on G2.com.

no concern at the current time cause it has been amazing Review collected by and hosted on G2.com.

Stella Connect gives us the ability to not only gather customer's feedback but also respond and recover the negative feedback we receive. We also really like the QA feature and coaching. Review collected by and hosted on G2.com.

Since Stella review requests are sent in a separate email from our customer service support response, there are instances when our members see the review request before the response and then give us negative feedback regardless of how much we adjust the delay. We hope there's a possibility to fully integrate the review request in each of our response. Review collected by and hosted on G2.com.

Immediate real-time feedback from customers that allows for quick rectification of issues when they arise. I also like that customers can reward agents who have gone above and beyond or made them very happy with their service. We also love their training tools and have been using them to train our agents and promote improved customer interactions. Review collected by and hosted on G2.com.

Some of the integrations do not yet function perfectly with our phone and chat platform UJet so we've had to create a backdoor solution to ensure we are able to get ratings on those channels and ensure that the correct agent receives the review. Review collected by and hosted on G2.com.

Ease of use - easy for the employees, easy for our merchants to get and take the survey, easy for us to track scores and see and report on feedback and results Review collected by and hosted on G2.com.

The product/engineering team does not seem to understand when certain changes they make will have customer impact. We have a salesforce integration and 3 -4 times this year alone we have had our connection broken by something the tech team at Stella changed without any notice or even thought that it could impact integrations for customers. Stella is a core KPI for our team so when we are out of commission for a few days to work with the Stella team to repair the issues, it has team impact Review collected by and hosted on G2.com.

The survey tool has truly helped us to gain insight into our callers perspective. Our one on one tool helps us to log our CSC performance and is the first record-keeping system that we have had success with. Review collected by and hosted on G2.com.

The reporting system leaves room to be desired. The performance tab has the making of something that is much more convenient but it doesn't show me everything I need to see yet. The different reports between company performance and individual performance can be confusing. Also I would like to be able to look at all historical data on leaderboard activity to use that as an incentive. Review collected by and hosted on G2.com.

Stella Connect has been extremely useful in providing further insights into what our team is doing well and narrowing down areas of improvement. I love being able to provide our customers with specific areas to highlight. Additionally personalizing our support by allowing customers to see our agent's faces has been a win! Review collected by and hosted on G2.com.

I'd love to see the ability to drill down further than email vs web when filtering tickets for review. Sometimes the date ranges don't pull accurately and default to "today". This minor fix would improve the usability. Review collected by and hosted on G2.com.

Stella connect is a very simple, straightforward platform for generating and receiving feedback. Their customer service in the form of account managers is great as well. Review collected by and hosted on G2.com.

The simplicity can sometimes get in the way of the accessibility of data. The platform itself will not do a lot of the deeper dives for you, though you do have access to the raw data to that yourself if you so choose. Review collected by and hosted on G2.com.

It allows us to monitor not only the rating and comments from customers, but also the complaints they may have about each agent, so that we can make corrective actions. It also has a rewards program, where employees can choose their gifts according to the amount of points they have accumulated. Review collected by and hosted on G2.com.

I would like to be able to make more customizable surveys and not the standard ones generated by the system. To be able to add a client to the database, I feel it is very cumbersome, too many steps to achieve it, I feel that they could simplify this process that we do so often. The whole process of setting up the system, from migrating customer data to the integration with the applications, took a long time. Review collected by and hosted on G2.com.

It is very convenient to monitor player reviews and in case of a bad review, you can write to the player and try to correct the previously negative review. It is very convenient to create 1:1 and like the "Celebrate" button :) Review collected by and hosted on G2.com.

There are some things that could be improved, for example, when creating a 1:1 in the draft version, others can see my notes that I have not had time to send. It would be better if in the draft version, others could not make changes. Review collected by and hosted on G2.com.

The integration with our contact platform has never had any issues. The interface is very user-friendly and the live stream of conversations makes monitoring the contact center easy. Review collected by and hosted on G2.com.

The reporting could be a bit more robust in slicing and visualizing the data for different segments (Teams, hire dates, etc...). To get to some metrics I have to download all the data (a very large file) and then work it myself. Review collected by and hosted on G2.com.