Medallia

Stella Connect is an all-in-one solution for retailers seeking to bolster customer experience and get ahead of the competition efficiently.

Our platform, built specifically for customer service teams, allows you to harness agent-level customer feedback and deliver high impact coaching and QA programs. The results: agents who love their job, team leaders who are more empowered, and customers who build deeper relationships with your brand.

• Customer Feedback: Give agents real-time visibility into their performance to keep them motivated and engaged
• Coaching: Empower team leaders to effectively motivate and coach agents.
• Real-Time QA: Launch QA review off of customer interactions, and tie in real-time customer feedback to make your program more holistic and representative of actual agent performance.
• Service Recovery: Create automated workflows that help you instantly make things right with customers after negative service experiences.
• 1:1 Meetings: Harness an interactive tool that empowers team leaders to run more effective, action-oriented 1:1 meetings.
• Rewards: Use customers to power rewards, recognition, and incentive programs.

Seeing how to improve online customer experiences is so quick and easy, it’s almost unfair

No more guesswork. Instantly discover frustration and engagement on your website, and understand exactly where, how, and why to improve experiences for more conversion, loyalty, and sales.

1. Access unrivaled experience data: Understand the truth about experiences on your website: Decibel’s Digital Experience Score (DXS®) analyzes billions of experiences a month to reveal how customers really feel.
2. Discover optimization opportunities: Immediately see where customers are frustrated, engaged, or confused, and quickly understand the impact it has on your bottom line so you can prioritize your analysis.
3. Understand and improve experiences: Investigate further with session replay, heatmaps, and experience analysis to step into your customer’ shoes, empathize with their experiences, and identify improvements.
4. Push insights to your martech stack: Enrich your favorite analytics, A/B testing, and VoC tools to inform all your marketing activities with insights about the ‘why’ behind online customer experiences.

Turn shoppers and associates into brand advocates. Drive service, quality, and loyalty with world-class experience management.

• In-Store: Impress customers from the moment they open the door. With feedback and insights about in-store experiences readily available, front-line managers, field leaders, and insights teams can quickly take actions to improve service, atmosphere, associate behavior, and operating efficiency.
• Omni-Channel: Convert multi-channel shoppers. Increase purchase frequency and drive employee engagement by enabling action across the organization to transform web, app, store, and multi-channel fulfillment experiences.
• Loyalty: Use sentiment and behavior to develop long-term relationships. By connecting sentiment with transactional data, marketing, operations, and store teams can develop lasting relationships.
• Associate Experience: Empower happy employees, create brands customers love. By understanding what impacts staff happiness, and developing associate behaviors focused on positive customer outcomes, brands can improve performance, reduce turnover, and create a culture of empowerment.
• Business Transformation: Listen. Learn. Transform. Innovate. Brands who are focused on the customer and equipped with comprehensive experience-based data and insights are quicker, more agile, and more effective at delivering world-class experiences and capitalizing on unmet growth opportunities.