Medallia Agent Connect Reviews & Product Details

Our customers respond so well to the Stella review requests. Stella helps our customers connect to our agents, realizing that they're normal people with interests just like them! It really changes the customer/agent relationship into a friendship instead of feeling like we're all just robots. Review collected by and hosted on G2.com.

Can't think of any downsides, love everything about Stella! It's a little spendy, but the value is definitely there. Review collected by and hosted on G2.com.

Simple, easy to use.

Reliable integration with Salesforce.

Stella Connect team is very responsive to our support requests.

Moderate ability to customize / configure 1 CSAT survey. Review collected by and hosted on G2.com.

Being limited to only 1 CSAT survey template - we would like to run CSAT for many functions and have different templates for each.

Does not support custom channels. We run support in SMS, Whatsapp, Apple Business Chat and Google Business Messages - we are not able to tag these channels separately. Review collected by and hosted on G2.com.

It allows for us to reach our customers easily and find out how they feel about the products and experiences with our company. Relatively intuitive on the backend and the newer features (like 1 on 1) are a great bonus. Review collected by and hosted on G2.com.

There are some elements within Stella that are strictly controlled on their end only, which can limit or prolong any changes or troubleshooting when needed. Although this is uncommon, it has come up in the past and was a bit of a blocker for us for a quick turnaround. Review collected by and hosted on G2.com.

Having all of our team's CSAT in one place has been instrumental in being able to facilitate conversations on improvement and growth with ICs. Being able to capture holistic views of team performance, or break it apart by more regional teams with two clicks is also really helpful! Super intuitive platform, no in-depth training required. Review collected by and hosted on G2.com.

There's limited flexibility when it comes to permissions - every IC can see every other IC's reviews. It's also not possible to make certain CSATs private; there are times when sensitive information or sentiment is shared and I'd prefer to keep that feedback to a smaller circle of reviewers. Review collected by and hosted on G2.com.

Stella Connect was very to ease and view data. We saw an increase in the percentage of surveys sent to surveys received back to us when we implemented their software. We also liked that we could remove reviews that were unwarranted for our agents. Review collected by and hosted on G2.com.

When pulling the data and stats it was a bit difficult to compile everything neatly. We had to do a lot of manual work with the data in order to report it to my upper management. Review collected by and hosted on G2.com.

I like that the developer team works quickly to fix any issues called out to them. It is a good software to manage reviews from customers and QA. Review collected by and hosted on G2.com.

I dislike the random bugs that occur on the software. It also takes a long time to have a feature request added. Review collected by and hosted on G2.com.

Stella Leaderboard is the most used dashboard by agents. QA integration to Zendesk is also a plus since QAs don't need to go to Zendesk to review the tickets. User friendly! Review collected by and hosted on G2.com.

CSAT and QA dispute process. CSAT dispute is not available but can be useful when incentivizing agents. QA dispute and calibration require improvement. CSAT and QA graphs for agents will also be nice to have so they can see their trends. Review collected by and hosted on G2.com.

1:1 and kudos best place where can assign tasks for team members and check constantly. Great program where can evaluate every single chat email call. Monthly review. Review collected by and hosted on G2.com.

When trying to evaluate team member, we using Zemdesk and when copy number for tickets need everything do manually, with emails works fine, with chats not that so great. Review collected by and hosted on G2.com.

I like that everything is done in one clean location. No more jumping from one place to the other to view customer satisfaction and QA reviews. Review collected by and hosted on G2.com.

There is nothing to dislike about this platform, it has transformed CS at our company. Review collected by and hosted on G2.com.

Stella connect allows us to best assist our customers and to know where the potholes that we can correct are located. Review collected by and hosted on G2.com.

So far, we have not discovered any negative aspects that could not be corrected or overcome. Review collected by and hosted on G2.com.