Maximize your Gladly Investment with Stella Connect

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Tools to Measure and Improve Customer Service

 

Stella Connect lets you collect customer feedback and use it to drive agent engagement, deliver high impact coaching programs, build a service recovery workflow, and drive product innovation.

Measure Service Quality and Humanize Your Brand

With Stella Connect, you can automatically send surveys to customers after every service interaction in Gladly. Our agent-focused feedback requests include a photo and brief bio of your agents which help you humanize your brand and build deeper customer connections.

Keep a Real-Time Pulse on Service Performance

Streams and dashboards give team leaders a macro and micro view of the performance of the agents they manage. These tools empower team leaders to deliver positive feedback, coach agents in real-time and make things right with customers who have had subpar experiences.

Scale Your Team More Cost Effectively

Real-time agent-level performance insights, and more automated coaching and QA programs will enable you to scale your service team more effectively. Team leaders will be able to manage larger pods of agents, and you’ll need fewer QA resources because of a more streamlined and effective program.

Constantly Improve your Products and Policies

Align Gladly interaction topics, departments and brand information with customer feedback to capture actionable insights that you can use to drive product innovation and highlight where policies might need to be updated to keep customers delighted.

Build Brand Awareness and Drive Sales

When customers leave positive feedback, they are encouraged to share their great experiences across social channels and review platforms. Harness this feature to spread the word about your brand, as well as push special offers or promotions.

Keep Your Agents Motivated and Engaged

Customer feedback flows in real-time into the Stella Connect platform. Positive feedback drives engagement; negative feedback drives self-correcting behavior, which reduces the coaching burden on your service leaders and helps ramp new hires more quickly. As well as being displayed in Stella, feedback also flows into your Gladly instance, enabling you to see your data where you need it. Third party integrations enable you to also flow customer feedback into other tools like Slack.

Make Things Right With Customers After Negative Interactions

When a negative interaction occurs we will automatically get notified, enabling you to instantly make things right with customers after subpar interactions.

QA in Real-Time

Stella Connect allows QA managers to make annotations on interactions that don’t warrant a full review, or launch a full review from any interaction. This is not only a better use of time, but also provides a more holistic view of agent performance.

Multiple Languages, Multiple Options

Stella Connect surveys can be displayed in more than 30 different languages, allowing you to send and receive feedback in the language your agents were interacting in. Additional languages can be added quickly upon request.

Transform the way you measure and improve your customer service.