Medallia Agent Connect Reviews

We’re able to gather customer feedback, use their tools for one-on-one meetings with our team, and take advantage of their QA forms as part of our process.

I wish there were a way to add notes to survey feedback, or to include suggested next steps for follow-up.

Customer survey feedback

The ease of use and the ability to not have to set anything but the system remembers. Such as birthdays.

Nothing that I can recall. It did everything well.

It's not anymore since we changed crm but it did in the past help manage miscellaneous tasks really good.

Checking my performance and the past results to compare.

Sometimes it glitches when trying to look up for the rankings.

Compiling data for reviewing performance over time.

i love that we are able to see our scores in real time.

i think it will be easier if we have all in one screen not to scroll down to review all the information.

i think it is solving the communication in our company by letting us to see our scores in our end.

I like the fact that you can change the questions. The quality assurance section is my favorite because it's so customizable.

I wish there were a way to interact with the customer through StellaConnect after the initial response.

It is easy to use, a little bit confusing when you get into the QA tabs, but once you explore them, they are very easy to use.

It really helps us understand patterns that are happening during interactions with customers.

The honest feedback that we receive from our members, based on the user friendly interface. The ability to review in real time survey responses sent by members, after they interact with an agent. Also, being available for agents as well. The Leaderboard, agents and their supervisors LOVE IT! Showcasing the agents who shine at providing excellent customer care, it is such a treat. The ability to customize the survey, according to business needs.

Not much. I wish we would have more reporting capabilities, drilling-down on some behavior at agent level.

We use the feedback for Training and Coaching, for gathering feedback on product and website, on our overall service.

I can easily and quickly see feedback almost instantly from customers I have spoken with. I can also easily reach back out to said customer if needed, which is super handy!

Sometimes it can take refreshing a few times to get it to load correctly and the notification system isn't the best. Both are very minimal and do not affect it all that much.

Stella is a great tool that helps you stay connected to customers and their feedback about your service.

Stella helps me to reach out to customers directly that may need more attention after leaving me a review.

The simplest and the best design and the way it shows the surveys to the customers.

-Easy to use between company members for mentoring and documenting.

loved it so much!

Personalization and user profile editing there is nothing there is missing the big part of the customization and definitely needed to be updated to a better and bring back the old lol.

I like Medallia because it's easy to use, and I am able to access any of the features easily. I like that I can see my performance points such as QA scores, customer surveys, and coaching sessions in one place.

I found no issues with it. I never had to contact support, and the platform was always up and running. I have no suggestions as I find everything to my liking.

Medallia is extremely critical to our team. We use it to obtain feedback from our customers, and benchmark employees' performance based on that. Metrics such as QA performance are being recorded on it as well. All of that can be accesses by each individual employee in one place.