StellaService, a service measurement and optimization company, today launched Stella Connect, a product designed to transform the way companies collect and activate customer feedback on the performance of their teams.
Through Stella Connect, customers can rate front-line staff and reward them directly with physical products; front-line staff can gain instant visibility into customer feedback through real-time dashboards; and companies can use the personal connections enabled by Stella Connect to power highly personalized marketing programs.
At the heart of the product are feedback emails, which are triggered to customers immediately after service interactions occur. These emails include a photo and brief biography of the front-line team member. The emails prompt customers to rate their service experiences through a star rating system, share qualitative feedback, and even reward the agent through incentives, such as cups of coffee, lunches, gift cards, or other products.
Ratings, comments and rewards suggested by customers through Stella Connect flow directly into dashboards for each front-line staffer. In addition to these real-time dashboards, managers can also access more detailed reports that can be used to inform custom training and development programs.
Along with powering employee motivation and training, Stella Connect also includes a range of features that enable companies to turn great service into high impact marketing programs. These service-driven marketing features include the ability for companies to drive earned media, launch personalized marketing programs, and optimize search engine marketing campaigns.
StellaService rolled out Stella Connect with a select group of pilot customers in the fall. Jet was one of the first partners to sign up for the new product and has seen notable success, with hundreds of customer service agents now using the product every day. Among the results reported were the following:
- The gamified nature of Stella Connect has resulted in significantly high engagement rates with Jet customers responding to Stella Connect requests for feedback consistently more than 40 percent of the time;
- The average star rating for Jet's front-line team members is 4.6 out of 5.0 stars; and
- More than 5,000 Jet customers who have responded to Stella Connect requests have gone on to broadcast their positive service experiences via social media.
"Stella Connect is an amazing asset for our team at Jet," said Jet founder and CEO Marc Lore in a statement. "Our brand is built for the customer, and Stella Connect is helping us take our service to the next level with a win-win for both our team and our customers. The platform has strengthened shoppers' emotional connections to our brand, which is a vital element to building loyalty and driving sales."
"Stella Connect introduces an entirely new way for companies in nearly any industry to create a more personal connection between their front-line employees and customers," said StellaService co-founder and CEO Jordy Leiser in a statement. "What's particularly exciting is the way that the product bridges the gap between service and marketing, by empowering companies to leverage successful individual service interactions to drive sales."