Jet launched in 2015 with a mission to make online shopping more transparent and efficient. In addition to offering the broadest suite of products at the most competitive prices, Jet is also laser focused on delivering best-in-class customer service.
As part of its commitment to customer service, Jet signed up for Stella Connect to support its public launch. The company’s primary objectives with the platform were to:
Optimize Service Performance
Collect real-time, agent-level performance metrics and use them to drive more effective coaching and QA programs.
Motivate Front-Line Staffers
Use customer feedback and customer-directed rewards to motivate and engage the front-line team.
Drive Brand Awareness
Use Stella Connect’s social features to drive social mentions that help to increase brand awareness and customer acquisition.
Jet has steadily increased the number of agents using Stella Connect. Today, the company has several hundred customer service agents leveraging the platform, and together they collect thousands of comments and responses from customers every week.
“Stella Connect is an amazing asset for our team and has totally changed the way we think about performance management across our contact center. Our brand is built for the customer, and Stella Connect is helping us take our service to the next level with a win-win for both our team and our customers.”
—Marc Lore, Founder of Jet.com and CEO of Walmart.com
Response rates to Stella Connect feedback requests for Jet are consistently over 40%. This high volume of real-time, agent-level feedback is used to power highly effective micro-coaching programs.
Average star rating is 4.6 out of 5.0. This positive feedback creates a virtuous cycle by continually motivating agents to deliver the best possible service experience during every interaction.
Tens of thousands of Jet customers who have responded to Stella Connect requests went on to share their positive service experience via social media, driving a valuable stream of earned media impressions.