Gladly + Stella Connect: Give Agents and Managers Instant Access to Customer Feedback

Our latest partnership makes customer feedback a breeze to collect, and instantly actionable to both agents and managers.

 

Gathering customer feedback is one of the most important steps you as a company can take to understand how your customers view their experience with you, and what you can do to make it better.

 

But to get the most out of that feedback, you need to ensure that those opinions are gathered in a timely way—right after a customer conversation versus a week or a month later—and that the right processes are in place to ensure that feedback is acted upon and not just collected to no end.

 

For those reasons, we’re so excited to announce our latest partnership with Stella Connect.

 

Close the Feedback Loop with Gladly + Stella Connect

Our newest integration on the block doesn’t just make it easy to gather feedback in the moment, but helps companies close that all-important feedback loop, surfacing the results of those surveys directly to an agent so they can see if the customer they’re talking to had a good experience the last time they reached out, or a bad one that might require a little extra TLC from them.

 

Make collecting feedback a breeze

Our latest integration makes feedback collection less of a manual effort, allowing you to automatically collect customer feedback as soon as the conversation ends. By introducing an automated process for collecting feedback with Gladly + Stella Connect, your agents can quickly help the next customer while ensuring you’re able to capture valuable insight from your customers.

 

Instantly send a personalized survey to collect feedback from your customer.

Instantly send a personalized survey to collect feedback from your customer.

Give agents valuable insight to act on

Real-time feedback presents a unique opportunity for you to listen to your customers and use their voice to create future experiences that makes them feel known. Our integration with Stella Connect will arm your agents with customer feedback directly in the conversation timeline to understand what works well (and what doesn’t), enabling them to provide a personalized experience for your customers that they will love.

 

Give your agents the information they need to make your customer feel known by surfacing direct customer feedback within the conversation timeline.

Give your agents the information they need to make your customer feel known by surfacing direct customer feedback within the conversation timeline.

 

Improve agent performance

Gathering customer feedback also presents an opportunity for you to highlight your team’s successes and identify key areas to help coach and train your agents. With Gladly + Stella Connect, you’ll be able to tie customer feedback directly into your weekly 1:1 check-ins and your regular QA processes, giving you the ability to use insight from your customers to guide your coaching, training, and recognition programs. This will not only help you celebrate your agents for providing excellent service, but will also help you identify specific areas for improvement to make them even better at what they do.

 

Use customer feedback to celebrate your agents’ wins, identify coaching opportunities and guide your training programs.

Use customer feedback to celebrate your agents’ wins, identify coaching opportunities and guide your training programs.

 

How it Works

Our integration with Stella Connect provides a simple and easy way to instantly collect feedback from your customers without slowing down your agents.

 

With Stella Connect, you can collect real-time customer feedback via text or email as soon as the customer conversation is closed within Gladly.

 

Gladly will automatically request feedback from your customer through a Stella Connect CSAT survey as soon as the conversation is closed by an agent.

Gladly will automatically request feedback from your customer through a Stella Connect CSAT survey as soon as the conversation is closed by an agent.

 

Once your customer provides their feedback, the results are pulled directly into the customer’s history of conversations with you (what we call the Conversation Timeline) within Gladly, making it easy for agents to see both the real-time survey results or review the results of past surveys while they’re talking to your customer.

 

Survey results are surfaced for agents to see within the customer's profile to giving them direct insight of the customer's previous customer service experiences.

Survey results are surfaced for agents to see within the customer’s profile to giving them direct insight of the customer’s previous customer service experiences.

 

Besides helping your agents understand your customers better, Stella Connect can also pull agent-level performance data from Gladly into your coaching and QA programs, making it easier for your managers to understand how your agents are performing, and where they could use extra training. Not only does this make for better agent development and training, but it helps your service team scale more effectively by creating a more streamlined and effective agent feedback program.

 

Stella pulls agent-level performance data from Gladly to help streamline your agent feedback program.

Stella pulls agent-level performance data from Gladly to help streamline your agent feedback program.

 

Working Together to Build Better Customer Experiences

This partnership improves on Gladly’s ability to arm your customer service heroes with as much information about your customers in a simple and efficient way. We will continue to integrate with partners to build a streamlined customer service ecosystem that will empower your agents to deliver radically personal customer service—so be sure to subscribe to our blog to stay up to date on all of our latest integrations.

 

And while you’re here, be sure to check out our webinar with Stella Connect on how brands can deliver a great, personal experience, without sacrificing on the speed and efficiency of your contact center.

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