Medallia Agent Connect Reviews & Product Details

Clean interface that pushes employee recognition Review collected by and hosted on G2.com.

Would love to see more integrations with popular services Review collected by and hosted on G2.com.

Stella Connect helps me manage quality assurance as a manager, and offer's me the ability to better manage my team with coaching techniques. I also like that it has a way for us to reward our employees. Incentive is everything! As we are still in a startup size, we are looking to scale! As our team further implements tools like stella QA and 1:1's -- we notice our quality improving which is vital for proper growth! Review collected by and hosted on G2.com.

I dislike that customers have the ability to leave reviews that are not related to the agent at all. Customers will abuse the Stella Connect review as an opportunity to vent about the company as a whole. While all feedback is helpful, many of the comments made are not reflective of the agents actual performance - which is what we use Stella Connect for. Due to this, we often find ourselves having to do a weekly Audit to ensure that blank reviews, or non related reviews, are removed from the advocates profile to ensure their stella score is accurate. This is vital, as we utilize the stella scores on their weekly metrics sheet. If the score is off due to non related reviews, that's not fair.

Another issue we run into is a customer leaving a review saying "i never spoke with the agent". This greatly effects the advocates scores as well, and have to be removed during audits.

Additionally, I think Stella could offer the customer more insight as to what the reward will offer the advocate when they select "Coffee" "lunch" or "meal". That would be perfect! Review collected by and hosted on G2.com.

easy data reporting

easy access to Stella QA Review collected by and hosted on G2.com.

Agents can easily delete their Feedback. Review collected by and hosted on G2.com.

I enjoy the integration that Stella has with both ZenDesk and Slack. I am able to see the reviews I receive in real-time which increases my response rate to disgruntled customers. This integration gives me the opportunity to reach out to customers in a timely manner in order to help save the relationship. Most often than not people just want to be heard and Stella alerts me when someone feels the opposite. The Slack notifications are beyond my favorite part. I am notified when a bad review comes in and then from the Slack channel I can select the ticket which brings up a Zendesk tab. From there I can directly reach out to the customer that needs further assistance. Review collected by and hosted on G2.com.

The integration between Stella and Slack can be a bit off here and there. There are times where a customer is sent a review before my interaction with them is closed which is a bit confusing on the customer end. This is a rare occurrence. I would also like to see more data on the Stella site regarding my personal scores. For example, it would be neat to see if broken down to day and week of reviews. Review collected by and hosted on G2.com.

I chose to use Stella to build this model because it was the best software for presenting models in a user-friendly way. Review collected by and hosted on G2.com.

Nothing, I think I like everything in Stella. Review collected by and hosted on G2.com.

What I love about Stella Connect is the clean and user-friendly interface. It's not too overly complicated, yet it uses complex and insightful data. The tool allows businesses to receive real-time feedback from clients that can be customized to not only fit your needs but theirs as well. This creates a more authentic experience without asking consumers unnecessary or unrelated questions that too often than not causes survey fatigue in other platforms. Review collected by and hosted on G2.com.

There is nothing I dislike about this software. The team continues to add new features and are consistently reaching out to better understand what they can do to support both the users and consumers. Review collected by and hosted on G2.com.

I like having the customer reviews and the internal QA in the same place Review collected by and hosted on G2.com.

It's a little tough for the QA team to set up a clear rubric for some of the criteria Review collected by and hosted on G2.com.

Honestly, I use Stella like social media, I love keeping posted on customer feedback Review collected by and hosted on G2.com.

Any bad reviews I get lol. But also sometimes, customers I have no contact with, I simply end their chat, get to review me. This can hurt my rating at times Review collected by and hosted on G2.com.

Customization and efficiency for employees Review collected by and hosted on G2.com.

Package prices

Customers feedback regarding survey

Integration Review collected by and hosted on G2.com.

I like the simple layout of Stella - I'm able to find the information I'm looking for quickly without having to click on a million links to get there. The stream home page gives us our rating at a glance for quick and easy access while there are multiple ways to view more in-depth reporting if we need. The QA feature is somewhat new to us but has been super helpful in connecting with our teammates and providing feedback while also receiving their comments and questions all in one spot. Review collected by and hosted on G2.com.

Sometimes filters don't save which is not too bad since filtering is easy, but it would be nice to see them default to the filters we've set previously every time we log in (unless I'm missing a way to do this). Being able to have different grading options in the QA feature would also be nice (one question can be rated on a star system while another can be rated Yes/No, etc). Additionally, I have a team under my name so whenever I want to see feedback for only me, and I click "only" next to my name on the left size of the stream, it defaults to having me and all of my team member's selected. To see only my feedback, I need to uncheck all of my team members. Review collected by and hosted on G2.com.