All Medallia Agent Connect Reviews
1-18 of 18 Reviews
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Jessie
Verified reviewer
Consumer Services, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed July 2019
Helpful site to receive ratings at work.
Stella Connect has been a good experience overall, it is helpful fi you have a competitive nature and like to self compete with your coworkers.
PROSI like how Stella Connect shows you your review score, how many people have reviewed you and now ha a streamlined view of all your ratings organized by 5 stars, 4 stars, 3 stars, 2 stars and 1 star. This is helpful in seeing how many of each the you have received. It also allows you to see what specific ares you can improve on as well as see reviews that customers have left for you. There is also a leaderboard, where you can see who has the best score out of all of your co-workers. I also really like the strawberry icon that appears when you have new reviews.
CONSYou can see what reviews customers leave for you and they may or may not be negative, this can lead to a desire to check them often and focus on them. The software is great, sometimes customer options aren't great when it pertains to you doing your job.
Mark
Food & Beverages, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2021
Gold Standard for CSAT
We had a better response rate from 11% to greater than 45%. This is important for us to capture feedback and see how our contact center is doing in terms of CSAT. The deployment to day-to-day usage has been great and this doesn’t require a specific team to maintain.
PROSWe had a much better CSAT survey response rate (>45%). It is lightweight, easy to set up, and most importantly, humanizes the interaction between the agent and the customer. We love how easy it is for the customer to rate and reward an agent.
CONSI couldn’t think of any. It’s feature set is everything we need to complement our CSAT performance. Perhaps if Stella can produce an expanded feature where we can send surveys and measure our NPS, we’ll be a customer for that feature too.
Reasons for switching to Medallia Agent Connect
We switched from Zendesk because the feature for CSAT survey is limited. We switched from Survey Monkey because we didn’t have a high response rate and the reporting isn’t real time.
Farrah
Verified reviewer
Telecommunications, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed May 2023
A great survey tool
Its been great, expensive and lacks a few intergrations but the support team will assist on custom setups
PROSI like the option to add pics of the agents and custom bios
CONSi want to be able to have multiple surevys for each area
Reason for choosing Medallia Agent Connect
It includes a QA tool and agent coaching
Reasons for switching to Medallia Agent Connect
Freshdesk doesnt have much customisation on the surveys
Eric
Retail, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2020
Great product for deeper CSAT and QA insights
Overall, the experience was quite positive. The Stella team is fantastic and was very helpful throughout the process. They want to be a partner to the business and it shows
PROSMeasuring CSAT is a critical part to our Customer Support team and Stella is more engaging than other vendors on the market. They also rolled out a QA suite so we can have our QA and CSAT in one place.
CONSThe QA functionality is very limited compared to other QA platforms but it does the job and more features are on the roadmap
Reasons for switching to Medallia Agent Connect
Zendesk CSAT is limited and just thumbs up, thumbs down. It is not sufficient for in-depth assessments on quality
Anonymous
501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2020
The best CSAT and experience gauging tool hands down.
The overall experience with Stella Connect has been top-notch. highly recommended.
PROSStella Connect is one of if not the best CSAT tool on the market. Not only is the tool amazing but the team and Stella are amazing.
CONSNothing, there is nothing I dislike about this software. They continue to add new features and are consistently reaching out asking what they can do to support our teams.
Reasons for switching to Medallia Agent Connect
Zendesk is garbage
Justin
Consumer Goods, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
FUNCTIONALITY
5
Reviewed May 2022
Stella Connect for Business
Overall, Stella is one of the best tools we've used to receive direct, real-time feedback from our customers on how our customer service department is servicing them. Stella's reward setup also allows us to make the process fun for our agents, who we see actively reviewing their feedback on a daily basis and tracking their reward progress.
PROSStella Connect is incredibly easy to use and provides real-time, actionable feedback to our agents and management teams on how we are servicing our customers. We are able to follow-up immediately with customers who did not receive the service they were expecting to correct the issue. We also use Stella to provide rewards to our agents, pushing them to provide the best service possible.
CONSWould be nice if it was better integrated with our phone system, rather than relying on having a customer's email address on file to send a survey via email.
Alexis
Consumer Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Without a doubt, the best tool for measuring CSAT and experience.
Generally speaking, Stella is one of the greatest methods we've used to obtain a real-time, in-the-moment review from our customers on how we as a customer service personnel is treating them.
PROSThe tool has a good interface and is simple to use. Every time my QA reviews one of my tickets, I receive a notification email. I really like the concept of adding your biography and occasionally updating your photo.
CONSI have no complaints about this tool whatsoever. They keep making updates and adding new features, and they keep getting in touch to see how they can help our organizations.
Raiza
Health, Wellness and Fitness, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed January 2023
Stella Connect Review
Stella Connect definitely helped us address our previous deficiencies in measuring customer satisfaction.
PROSStella Connect gave us the ability to measure our customers' satisfaction and it is customizable in a way that we are able to align our Customer feedback surveys and Quality Assurance metrics with our goals.
CONSNot being able to completely delete deactivated agents/users in the reports lists. Not being able to see audit logs for each user.
April Jae
Consumer Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
A Review for Stella Connect
The tool is easy to navigate, perfect in coaching logs and shows details like Performance for the last 30 days. Shows company trends, tabs for QA Scores, leaderboards, and coaching logs, plus we can filter out information we need to show in one screen.
PROSThe tool post real-time feedback and it also adds a link to where the feedback originates. Perfect for monitoring your scores.
CONSThere is none so far. This toot is definitely perfect for monitoring scores and coaching logs.
Anonymous
201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2022
Stella help me feel like a CS Star
It is Great helps me feel motivated everytime i Open Stella it show me a glance of a 5 stars Review and help me feel Appreciated.
PROSHow Great it feels to Open Stella, I've never Been a competitive person since I start using this. I wanna be the Best at My CSAT and be showcasted in the Top performes in Stella :) is very user friendly and easy yo learn also You may place a profile picture that customers Will get when the are asked For feedback
CONSSometimes it is a littlebit confusing on the menú part as it have the same colors so I'll Say UI design may improve a little bit more.
Marisol
Consumer Goods, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2022
Stella Connect review
Our business relies on consumers' confidence, knowing what makes them feel upset or happy is useful for us. Stella Connect offers us our Areas of Excellence and our Areas to Improve, knowing those facts is invaluable for our development as customer service agents.
PROSThe feature most impactful is the leaderboard, being in the top 10 gives me prizes with the company. It is easy to use and navigate and is friendly software. An email arrives every time my QA makes a review, so I can see it right away.
CONSActually, I do not have any complaint about this software, it is easy to use and complement perfectly with Gladly. It offers a lot of information, all in one site.
Jane
Retail, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2022
Needs more choices
It's easy to review the call or interaction you had with the customer.
CONSOften the customer chooses to leave a bad score for the associate when their real gripe is with the company or situation.
William
Consumer Goods, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2022
Track employee feedback with ease!
Love that I can filter responses by date, rating, and channel. The ease of use is a really big factor, and the UI is easy to look at and understand.
CONSReally, I have absolutely no complaints. Stella Connect is never down for maintenance and I never experience any errors when using the program.
Farrah
Verified reviewer
Telecommunications, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed May 2022
Stella a great detailed review platform
It's great. Sometimes the support guys aren't always clued up but they end up always finding a resolution to the issue
PROSIt's personalized. You can add bios and pics of the agents
CONSThe fact that I can't export most of the reporting. I can only export raw data
Reason for choosing Medallia Agent Connect
I could survey nps, fcr, ces and csat
Lydio
Internet, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2022
Good
It is very easy to use and simple. a
CONSIt needs better settings in relation to themes.
Anneliese
Retail, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed May 2021
Useful Tool for Customer Satisfaction Surveys
I use this multiple times per day. Provides customer feedback in a simple, straightforward way.
PROSExtremely easy to use and navigate. Very clear to understand star ratings, syncs perfectly to the ticketing software
CONSI think all aspects of Stella Connect work great!
Aicel
Outsourcing/Offshoring, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Stella Connect is a game changer.
Stella Connect has been a huge help in my team’s progress in quality and performance, even their reward system boosts the team’s energy!
CONSI used to get a little confused in the 1:1s feature at first but their team is very helpful.
Edgar
Furniture, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2023
Overall really good
The easy that his for the customers to rate us and how fast the evaluation comes in
CONSThere is nothing that I dislike from this product