Humanizing the customer experience is at the top of the list for many retailers today. Several of them are looking for different ways to make it easier for customers to make a direct connection and provide feedback needed to create a better customer experience.
To that end, StellaService has launched Stella Connect, designed to help companies collect and activate customer feedback on the performance of their teams.
Customers can rate frontline staff, and retailers can gain instant visibility into customer feedback through real-time dashboards. Also brands can use personal connections to create highly personalized marketing programs.
Feedback emails are sent to customers immediately after service interactions occur. They include a photo and brief biography of the frontline team member to help humanize the service experience and build deeper connections with customers.
The emails prompt customers to rate their service experience through a star rating system, share qualitative feedback and choose a reward the person they interacted with through various initiatives such as a cup of coffee, lunch, gift cards or other physical products.
Jordy Leiser, co-founder and CEO of StellaService, said one of the biggest challenges retailers have been facing is the humanization layer of commerce, which he believes has been lost over time. Also, he said, service feedback is typically negative.
Ratings, comments and rewards suggested by customers through Stella Connect flow directly into dashboards for each frontline staffer, creating real-time feedback that motivates service teams while providing managers with granular visibility into employee-specific performance.
Managers can also access more detailed reports, providing deep insights that can be used to inform custom training and development programs.
Stella Connect was rolled out with a select group of customers last fall, including Jet.com, Betterment, Shoptiques and UncommonGoods.
Olga Vidisheva, founder and CEO of Shoptiques.com, said in an incredibly saturated market, it’s vital to offer the best customer service, which starts with your team being ready and excited to engage with customers.
“It humanizes our team and drives positive reinforcement for them,” said Vidisheva. “Once that support is offered, it is important to continue to reengage the customer.”
The gamified nature of Stella Connect has resulted in significantly high engagement rates, with Jet.com customers responding to requests for feedback consistently 40% of the time.
“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,” said Mark Lore, CEO and founder of Jet.com in a press release. “The platform has strengthened shopper’s emotional connections to our brand, with a vital element to building loyalty and driving sales.”