Generating real-time customer feedback is great, but it’s much more valuable if you know what the original interaction was actually about. Having the ability to link from individual pieces of feedback through to the related ticket in your CRM system gives you this visibility, but needs to be done one interaction at a time, which isn’t very scalable.
Our tagging feature solves this issue for integrated client and helps you understand the variables that are driving performance. Adding tags to your Stella Connect stream requires a quick update to your CRM integration. Once the change has been made, tags you create within your CRM system get passed automatically into Stella Connect and display right alongside the relevant piece of feedback. We’ve also developed a new dashboard that will show star ratings by individual tags, giving you insights into where you are doing well and areas for improvement.
You can customize the tags that you choose for your business. Some areas you might want to think about include:
- Issue type/reason code/disposition
- The feature/product type the interaction was about
- Market or client segment
We’re already using tags in our CRM system, will they automatically appear in Stella Connect now?
No, you need to make a small change to your integration so the tags are passed from your CRM system into Stella Connect. Our Integration team will be happy to help with this process.
Is there a limit to the number of tags that we can pass through?
No, but it’s worth noting that only 20 tags can be displayed in your Stella Connect stream. To be most useful, you should use tags to capture the most common themes for your customer interactions.
If we change tags in our CRM system, do we also need to change them in Stella Connect?
No, any updates you make in your CRM system will be automatically reflected alongside all future pieces of feedback you generate through Stella Connect. Any new tag updates won’t be reflected retroactively in your stream - the tags displayed against individual pieces of feedback will be the ones that were on the case / ticket when the request got triggered.
Do we have to pick from standard Stella Connect tags?
Not at all. You can fully customize the tags so that they match the types of interactions you most frequently receive.