Medallia Agent Connect Reviews

Pros

One of the best parts of using it is getting customer feedback in real time, including their ratings and comments about the service I provided. Our team leader can also access the surveys marked as negative which really helps when they need to review what happened during a call. It's also very useful for coaching because our TL can listen to our calls ahead of time. When we have meetings, he points out what needs improvement and shares techniques on how that interaction could have been turned into a more positive one. The software also gives us a way to replay calls that were audited by the quality assurance team. There's a section in the app where I can listen to the call and read the QA feedback at the same time which helps a lot because I can reflect on my performance while hearing my own call.

Cons

Only thing I don't really like is that, on rare occasions, it stops working. Still, after five months with the company and using this software every day, I can count on one hand the number of times that has happened. Even so, when it does go down, it makes me anxious for a bit because I'm very aware of my KPIs.

Pros

Having the ability to add agent photos along with custom bios is a really nice touch.

Cons

I'd also like the option to create multiple surveys for each area.

Pros

One thing that really stands out is how simple it is for customers to rate us and the evaluations come in very quickly.

Cons

At this point there's nothing I dislike about this product.

Pros

Right from the start the interface felt well designed and easy to use. Whenever QA reviews one of my tickets, I get an email notification which is really helpful. I also enjoy the idea of being able to add a biography and update your photo from time to time.

Cons

I don't have any complaints about this tool at all. They continue rolling out updates and new features and they also stay in touch regularly to ask how they can better support our organizations.

Pros

It's made a real difference in my team's progress around quality and performance and even the reward system gives everyone an extra boost of motivation.

Cons

At the beginning the 1-1s feature was a bit confusing to navigate but their team was very helpful whenever I needed support.

Pros

For me real-time feedback is easy to monitor and having a direct link to the original source makes tracking scores much more convenient.

Cons

Haven't run into any downsides at this point. This tool has been excellent for tracking scores and monitoring coaching logs.

Pros

This platform gave us a reliable way to measure customer satisfaction and the customization options let us line up our feedback surveys and quality assurance metrics with our specific goals.

Cons

One limitation is that deactivated agents or users still can't be fully removed from the report lists. It would also help to have access to audit logs for each user.

Pros

Biggest highlight for me is the leaderboard. Reaching the top 10 comes with prizes from the company which makes it really motivating. The platform is simple to navigate, user-friendly and easy to use. I also get an email every time my QA completes a review so I can check it immediately.

Cons

Don't have any complaints about this software. It's easy to use, works perfectly alongside Gladly and keeps a lot of useful information all in one place.

Pros

Easy and simple to use and that's been a big plus for me.

Cons

Only thing I'd like to see improved is the settings especially when it comes to theme-related options.

Pros

Using it has been incredibly simple and it gives our agents and management team real-time, actionable feedback on how well we're serving customers. That lets us reach out right away to customers who didn't get the level of service they expected and fix the problem quickly. We also use Stella to reward agents which encourages them to deliver the best service possible.

Cons

It would be even better with stronger integration into our phone system, instead of depending on having a customer's email address on file just to send a survey by email.

Pros

Being able to sort responses by date, rating and channel has been incredibly useful. The platform is very user-friendly which matters a lot and the interface is clean, clear and pleasant to work with.

Cons

I don't have any complaints at all. The system is always available and I haven't run into errors or maintenance downtime while using it.

Pros

Reviewing a customer call or interaction is simple and convenient which makes it much easier to look back at conversations when needed.

Cons

A common issue is that customers sometimes give the associate a poor rating even when their frustration is really with the company or the situation, not the person who helped them.

Pros

One thing that really changed for us was the big jump in CSAT survey response rates, getting to over 45%. The platform is basic, quick to get running and, most importantly, it makes the interaction between the agent and the customer feel more personal and human. We also really appreciate how simple it is for customers to rate and reward an agent.

Cons

Nothing specific comes to mind. The current feature set covers everything we need to support our CSAT goals. The only addition I'd love to see is an expanded option for sending surveys and tracking NPS, if Stella adds that, we'd absolutely use it too.

Pros

Using it feels incredibly easy and getting around the system is simple. The star ratings are very clear and easy to understand and it syncs perfectly with the ticketing software.

Cons

I think every part of it works really well.

Pros

CSAT tracking is a key part of how our Customer Support team operates and Stella feels a lot more engaging than other vendors we've looked at. They've also introduced a QA suite which is really helpful because it lets us manage both QA and CSAT in one place.

Cons

The QA side is still fairly limited compared with dedicated QA platforms but it handles the basics well enough and they already have additional features planned on the roadmap.