Medallia Agent Connect vs. MonkeyLearn

It's suited for any support team, customer experience team, or customer-facing team that wants to measure the satisfaction of their customers. Especially large/scaling support teams that handle inbound support of any kind.

Incentivized

I have used MonkeyLearn to analyze texts and extract information, that has been a tough task for me because I have to do it manually, but this software has made it easy for me, it is very easy to use and very intuitive, I can use it for extracting information from emails, chats, forums, websites, etc. I would definitely recommend using this platform to others.

Incentivized

• The fundamental tool for customer satisfaction is exactly right. The way they allow us as agents to share details about ourselves, and humanize the process, has made a huge impact on the customer experience we provide. Our customers feel more inclined to leave us feedback and it allows us to get a real understanding of each of their individual expectations.
• Customer Journey. From the beginning through the Sales process, through procurement, through trial and through now being users for over a year, the Stella Connect team has been incredibly helpful, informative and has provided us with the exact amount of interaction we need. They are very good at respecting your time while making sure they get in touch when necessary. New features that are relevant to our use case are sent my way. It's one of the only product update emails I actually read. They're incredibly responsive and very helpful.

Incentivized

• I like how MonkeyLearn can track customer feedback for us, it helps us get more data about customer needs, it makes it easier for us to analyze customer feedback and act on it in the future.
• Easily build and train a machine learning model to tag and classify your text.

Incentivized

• Ability to create and send out different surveys triggered by different customer touchpoints
• Ability to create surveys that aren't focused solely on agent performance
• Ability to break down and search the data based on different customer attributes, such as profession or state

• Sometimes the segregation is generic based on the email content and needs more examples to learn.
• Financial category is not easily segregated/tagged.

Incentivized

They are the absolute best. My Sales guy Corey D. and my CSM Tim P. are totally a part of the team. They have been incredibly helpful through the process pre and post-sales and have become good friends. I appreciate that I feel like our team's success is always at the forefront of their minds.

Incentivized

We do not currently use any other products like Stella Connect, by Medallia. We have recently begun evaluating platforms that would allow us to collect feedback at different touchpoints throughout our customers' journeys, as well as through additional channels such as during our application process, quote and purchase experience, website experience, etc. We have looked at companies such as Survey Monkey, Medallia, and Qualtrics to help us better understand CSAT.

Text analysis tools. Thanks to its more than 60 native integrations in the platforms, they make it possible to import your data sets. Furthermore, they also make it easy to export your data sets to other programs. Built-in extensions make their flexible platforms. Some of these integrations include word processing, detection, and web mining.

Incentivized

• We're able to show how important it is for our agents to be equipped with the necessary tools so they can best support our customers' needs
• We're able to prove how much of an impact our agents have on our customers' experience(s)

• Extract custom data within texts.
• Their labeling process is fast and efficient.
• The Studio version of the tool is an excellent option for a complete analysis solution.