News : Stella Connect Raises Funds to Engage and Empower Customer Service Teams
New York, NY, USA, March, 2019 -- StellaService is announcing a round of funding for Stella Connect, its people success platform for customer service teams. In 2016, Stella Connect launched as a SaaS solution for clients who needed a more modern approach for motivating its contact center agents and empowering its managers. The round was oversubscribed, and includes new investors Harbert Growth Partners and Zendesk.
"Stella Connect has always outperformed our expectations, so we can now exclusively focus on scaling the service as companies across all industries seek new approaches to motivating, managing, and improving the performance of their customer service agents," said StellaService co-founder and CEO Jordy Leiser. "With clients like Mercedes-Benz, Quicken Loans, and Warby Parker, Stella Connect is already redefining how contact centers work, driving more efficient, more engaged, and ultimately happier and higher retention workforces."
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"High turnover not only drives up operational costs, it erodes the customer experience," said Kelley Zaske, VP of Client Relations at Quicken Loans. "When we brought in Stella Connect, the light bulb went off for everyone. The software gives us real-time visibility into team member performance and allows us to deliver on-the-spot coaching. Team members feel like they are now understood. This translates into higher levels of engagement, improved service, and a reduction in turnover. We can’t live without the Stella Connect platform."
"There’s no question that the workforce in the U.S. is changing," said Tom Roberts of Harbert Growth Partners. "Millennials and Gen Z need transparency, collaboration, and empowerment to be professionally fulfilled, and traditional methods of improving employee performance, particularly in contact centers, are outdated and ineffective. Stella Connect provides a modern approach to people success and the results really speak for themselves."
"Zendesk always strives to continue innovating in customer experience, and the exciting thing is that we're not the only software provider trying out new ways of approaching old problems," said Ben Barclay, vice president, corporate development and technology alliances, Zendesk. "Stella Connect is a fantastic example of a company that shares our mission to help businesses build better relationships with their customers, and we are thrilled to be deepening our partnership with them."
Posted by Veronica Silva Cusi, news correspondent
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About Stella Connect:
Stella Connect captures real-time, agent-level customer feedback after every service interaction. Our humanized and gamified feedback requests generate response rates of up to 50%, giving companies deep 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 and team leaders in real-time via streams, dashboards and performance leaderboards. This agent-focused approach motivates and engages front-line teams and transforms coaching and QA programs
Published: Friday, March 15, 2019
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