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StellaService Puts Face to Ecommerce Customer Service

StellaService wants to make retailers’ customer support representatives more accountable for the service they provide, and reward them when they do well. The company that currently provides customer service ratings for online retailers has launched a new service called Stella Connect.

The new product allows retailers’ customers to rate front-line staff and reward them directly with physical products. As soon as an interaction has occurred, a feedback email is sent to customers that include a photo and brief biography of the front-line rep in order to “help companies humanize the service experience and build deeper connections with customers.”

The emails prompt customers to rate their service experience through a star rating system and share qualitative feedback. Retailers can even let customers choose to reward the rep they interacted with through various incentives such as a cup of coffee, lunch, gift cards or other physical products.

StellaConnect is designed not only as a benefit to clients’ customers, but as a way for clients to gather information both for the reps themselves and for their managers. “Ratings, comments and rewards suggested by customers through Stella Connect flow directly into dashboards for each front-line staffer, creating real-time feedback that motivates service teams while also providing managers with granular visibility into employee-specific performance.”

Clearly this isn’t for micro sellers. The company told EcommerceBytes Stella Connect is intended to for use by any size merchant that employs front-line service agents – “it is useful for companies with 5 service employees to 5,000. Stella Connect is a SaaS model, with a monthly subscription per seat, so every agent who is interacting with customers will get their own personal dashboard.”

But perhaps there is a lesson for small merchants. Could putting a face to a seller by including a photograph in customer service emails help humanize online transactions? And what would marketplace sellers think about the ability to rate customer service reps they come into contact with in the course of selling on ecommerce platforms?

You can learn more about Stella Connect on the StellaService.com website.

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Ina Steiner
Ina Steiner
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). She is a member of the Online News Association (Sep 2005 - present) and Investigative Reporters and Editors (Mar 2006 - present). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.