About Stella Connect

Stella Connect is a web-based customer experience management solution designed to help agents, team leaders, executives, startups, BPOs, SMBs and QA managers gain visibility into feedback provided by customers, launch QA reviews off of customer interactions and create automated workflows to increase customer engagement and productivity. Key features include call center management, performance management, live chat, social media integration, complaint monitoring, performance metrics and feedback management.

Teams using Stella Connect can collect customer feedback and share them directly with agents in real-time to drive motivation and engagement. The platform enables managers to identify coaching opportunities, receive alerts when an agent gets negative feedbac...


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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10, Not Applicable

5 Reviews of Stella Connect

Average User Ratings

Overall

5 / 5 stars

Ease-of-use

5.0

Value for money

4.5

Customer support

5.0

Functionality

5.0

Ratings Snapshot

5 stars

(5)

5

4 stars

(0)

0

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

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Showing 1 - 5 of 5 results

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July 2019

User Profile Picture

Jessie from ThirdLove

Verified Reviewer

Company Size: 201-500 employees

Industry: Consumer Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

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.

Pros

I 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.

Cons

You 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.

July 2021

Mark from NatureBox, Inc

Company Size: 51-200 employees

Industry: Food & Beverages

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

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.

Pros

We 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.

Cons

I 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 Stella 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.

May 2021

Anneliese from Princess Polly

Company Size: 51-200 employees

Industry: Retail

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

May 2021

Useful Tool for Customer Satisfaction Surveys

I use this multiple times per day. Provides customer feedback in a simple, straightforward way.

Pros

Extremely easy to use and navigate. Very clear to understand star ratings, syncs perfectly to the ticketing software

Cons

I think all aspects of Stella Connect work great!

March 2020

Eric from Ruggable

Company Size: 51-200 employees

Industry: Retail

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

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

Pros

Measuring 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.

Cons

The 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 Stella Connect

Zendesk CSAT is limited and just thumbs up, thumbs down. It is not sufficient for in-depth assessments on quality

May 2020

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

May 2020

The best CSAT and experience gauging tool hands down.

The overall experience with Stella Connect has been top-notch. highly recommended.

Pros

Stella 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.

Cons

Nothing, 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 Stella Connect

Zendesk is garbage