The official Stella Connect app for Zendesk.
Stella Connect lets you unlock the full potential of your front-line team. With Stella Connect, you can capture agent-level performance insights and use them to:
- Transform agent engagement and morale
- Reduce attrition across your front-line team
- Deliver in-the-moment micro coaching
- Drive more effective 1:1 meetings
- Scale your team more cost effectively
- Power incentive and reward programs
- Dramatically streamline and enhance your QA
- Run high impact service recovery programs
Stella Connect works by collecting agent-level feedback from customers after every service interaction. Our humanized and gamified feedback requests delight customers and generate response rates of up to 50%, giving you unmatched visibility into agent performance. Customers can rate agents, leave comments about their experience, suggest rewards or make recommendations for areas of improvement.
Feedback is shared directly with agents, managers and QA teams in real-time via streams, dashboards and performance leaderboards.
Our Zendesk integration enables you to:
- Automatically send out feedback requests after tickets are closed against rules that you can pre-define
- Pass interaction tags from Zendesk into Stella Connect to further enrich the agent-level feedback you receive
- Link customer feedback within Stella Connect directly to Zendesk tickets for deeper, more actionable context
- Create a service recovery workflow to make things right with customers after subpar service interactions
To get started, contact our team to customize your Stella Connect package. Stella Connect is priced on a simple, per-seat basis. Once you’ve decided on features and workflow, integration is quick and easy and our team will guide you through every step of the process. There are five simple steps to follow:
Create a Target: leverage our flexible API to create your integration.
Create Triggers: These are the service channels that you want Stella Connect requests sent against.
Create Exclusion Tiggers: These are custom rules you can put in place for interactions that you do not want Stella Connect requests sent against.
Test: assign a test email address and use our test key so you can safely review and refine the Stella Connect customer experience.
Move to Production: Set your integration live and start automatically triggering Stella Connect requests and kicking off your service recovery workflow.