Medallia Agent Connect Reviews & Product Details

Allows leaders/managers to coach and train within the tool while also being a great CSAT tool Review collected by and hosted on G2.com.

I would love if it had an export option for coaching notes Review collected by and hosted on G2.com.

Great Feedback Tool and reporting available at the agent level. We use this tool for monthly contests to incentivise our Associates performance. Review collected by and hosted on G2.com.

None at this Time. We are very pleased with the user experience that Stella Connect provides. Review collected by and hosted on G2.com.

the best thing about Stella Connect is how user-friendly the dashboard is. Everything very clearly, and beautifully, laid out for you. Review collected by and hosted on G2.com.

No complaints thus far! I haven't run into any trouble or have anything to recommend. I am a new user, so my experience is limited. From speaking with other members of our team though, I haven't been made aware of any complaints or areas that need to be updated. Review collected by and hosted on G2.com.

There's so much to love about Stella Connect. The dashboard and reporting is spot on and very user friendly. Building a CSAT survey is easy and has led to response rates as high as 38% with over 70% of those responses adding additional comments. The feedback stream and leaderboards motivate my team every day with positive reinforcement and immediate feedback on negative interactions. Finally, the built in 1:1 QA system not only allows tickets to be reviewed, but Stella also pulls in all ticket details and recordings attached to the ticket right into the Stella QA dashboard. All reviews are immediately available and connected directly to the Stella Review received. Review collected by and hosted on G2.com.

Editing team reward images and content would be useful. Review collected by and hosted on G2.com.

Stella is an easy to use platform and makes integration with other tools simple. But, the best part about the product is working with the awesome Stella team. Tim has been a great account manager-very friendly and taking our needs into consideration when we bring up concerns to him. Pedro, the Directors of Implementation was extremely supportive when we migrated to a new CRM. He jumped right in to speak to our CRM team to troubleshoot errors. The general support team (Joelle, Emily, Liz) has been stellar as well. They were always quick to respond and provided thorough investigations and responses. Review collected by and hosted on G2.com.

Feature, dashboard, and customization limitations. While exports of the raw data is available, it would also be great to have some extra customization filters available to visualize the data per scorecard. The bar graph is a little clunky and sometimes I am unable to see the percentage breakdown of each particular answer. I would like to have easier access to calibration overviews and see those percentages of alignment under the general QA dashboard for reference. I would like to have the ability to modify which team member is attached to a QA review under the QA assignment section and I would like to have the ability to assign to team members to one QA scorecard. It would also be great to have more options on how to customize a QA scorecard. Review collected by and hosted on G2.com.

It is a very friendly interface and easy to use. Very quick to see reports, rewards, and more relevant information. Filters work great, and we can adapt using evaluators, teams, dates, and more. I like customer service; they are always willing to help fast and escalate any issues if needed. They keep me updated when I need an estimated time and also they are very friendly with good instructions for troubleshooting. Happy with the support I do recommend chat support more than email support sometimes, some things need a quick fix and it would be ideal for us, also times for contacting support, maybe a phone line would help. Review collected by and hosted on G2.com.

The difficulty of having new features fast. Limitations in creating scorecards, we have to duplicate them instead of quickly fixing them, forcing us to have several versions until we have a final one. Permits for different users are set in stone. Also, reporting may be confusing sometimes. We have to export data and make our reports. The reporting is critical but is not an intuitive part for team members. I would like improvements with scorecards to have a checklist option sometimes that is very necessary for us but we have to adapt with what Stella offers. Review collected by and hosted on G2.com.

I like that Stella Connect encourages our customers to pinpoint exactly where they feel the support agent could improve. I also like that customers can reward an agent uniquely if they are happy with their service. It's also very user-friendly! Review collected by and hosted on G2.com.

I don't have any real complaints! For customers that give five stars but no reward, I often wonder if that is because they think they need to pay for the rewards themselves. They may not understand that the rewards come from the company and not out of their pocket. Review collected by and hosted on G2.com.

Stella gives us the honest feedback we need from our customers. As the manufacturer of high-end cinema cameras, we have very high end clientele and Stella allows us to make sure they're appreciated and receive the best experience possible. The QA module and 1:1 make it easy for us to monitor our team to ensure they're providing the best, most consistent service possible. Review collected by and hosted on G2.com.

Nothing! Stella is great! It's easy to use and allows us to quickly adapt to our audience. The size of our company and team doesn't necessitate the Service Recovery Tool, however, it's nice to know we have it if we needed it. The QA and 1:1s make team calibration easy and efficient. Review collected by and hosted on G2.com.

I love that you're able to see your rating in many different ways! How I can improve, learn and even teach. Love that you can see areas to Improve. If I really have the knowledge for the customer! Is my professionalism and clarity in a great spot! Am I putting effort into all my emails? The fact that I can see the areas of excellence and focus on my needs is amazing! Stella is super user-friendly and the best way to learn about your weak areas as you go! The leaderboard is my favorite as I love a challenge. I feel like when I'm at the bottom, it makes me work harder to earn myself to the top! Review collected by and hosted on G2.com.

Nothing. Will the site be revamped any time soon? I would love to see more color! Also, it would be nice to see if you guys gave ideas for rewards since we always run out of them. I would also like to see an automated cheer of confetti when someone hits the 5-star leaderboard. That would be nice! Review collected by and hosted on G2.com.

That it allows customers to leave feedback and gives ways to reconcile for any low star review to try to make it right. I can view different ways my customers needed me to help them out or improve. I really like how Stella gives the customers key words to help review you and what areas they needed help in. Review collected by and hosted on G2.com.

There are too many filters to narrow down searches for reviews. Can improve on the Admin Q & A interface. Review collected by and hosted on G2.com.