Release Notes June 2019
Key New Features
Product Updates
Star Rating Distribution on the Stream
What is it?
Moving forward, on each Team Member's Stream, we'll display a breakdown of star rating distribution.
Why does it matter?
It can be frustrating for Team Members that they aren't able to see the distribution of star ratings received. We added the star rating breakdown and total count to the Team Member stream to provide clarity around how their star rating is calculated, and to help instill Team Member confidence in their overall star rating. Displaying the star rating distribution on a Team Member's stream also helps to soften the blow when a new piece of negative feedback is received, as in many cases the overall count of positive feedback far outweighs the negative.
How do you use it?
No action is required by your Team Members. They can simply log in as they normally would -- they'll see the new star rating distribution by default.
Updated Manual Sending
What is it?
We've improved the look and feel of our manual send function and added an undo action.
Why does it matter?
For clients using manual send, we've enhanced the manual send box to make it easier to switch between channels, as well as adding the undo action. This is especially important for teams that work across multiple channels where the possibility exists to send a survey for the incorrect channel. Now, we'll show user information related to the survey you're sending, and give them the option to undo the send if they notice a mistake.
How do you use it?
No action is required to use the new manual send! You can simply log in as you normally would, and you will see the updated manual send function, if applicable.
Search Tags On The Stream
What is it?
We've added the ability to filter your Stream by searching for any of your tags.
Why does it matter?
For client using tags, the Stream filters previously only included their top ten tags, which meant that you couldn't filter the Stream by a less popular tag. Now, you'll have the ability to search for any tag on the Stream to filter response data, making it easier to find comments or insights related to individual tags.
How do you use it?
Look for the new tag filter on the left-hand side of your Stream. You can type ahead to search for any tag.
Service Recovery in Exports
What is it?
Service Recovery interaction details will now be included in your export whenever applicable.
Why does it matter?
To make reporting to external teams and further custom reporting capabilities, response data exports now include Service Recovery details for each response in your export file.
How do you use it?
No action is required from you! Simply export as you normally would and you will see Service Recovery information shown in the last columns of your export. For clients who do not use the Service Recovery feature, these columns will still appear, but they'll be blank.
For more information regarding exporting your response data, you can check out our Help Center article regarding exports here!
Export Responses Up To 3 Months
What is it?
We've increased the date range for exports from 30 days to 3 months.
Why does it matter?
To make reporting to external teams easier and to help improve the ease of your custom reporting, you'll now be able to export more response data at once.
How do you use it?
No action is required from you! You can simply export as you normally would -- you'll notice that the date range filter on the Export Responses page allows you to export for up to 3 months by default.
Integration Updates
Stella Connect Slack App Automation
What is it?
Now you can share Stella Connect feedback straight to Slack automatically!
Why does it matter?
We can now automate sharing Connect feedback to Slack - this means that as responses come in, we'll automatically post them to a designated channel of your choosing in Slack.
The most popular use cases for the new automation are:
- Post all 5-star responses and the comment, if applicable, to a shoutout Slack channel that you select. This allows for more company-wide visibility into your team's hard work and success!
- Send negative feedback (this includes 1-3 star responses and their comments, if applicable) to a dedicated Slack channel (or straight to a manager's private channel). This allows for more in-the-moment coaching and Service Recovery opportunities.
How do you use it?
Enabling the new Slack app automation requires some setup. You can find details and instructions in our Help Center, here!
Survey In-Channel Via Link for Zendesk
What is it?
The ability to automatically send your customer a survey link directly inside of your agents' interactions upon solving the ticket, rather than sending the survey via Email.
Why does it matter?
Some teams may prefer to send a Stella Connect survey inside of their ticket rather than sending an email. This is particularly helpful when the customer's email address is unknown, like in a Twitter DM or Facebook Message interaction. We can now support sending a survey link directly inside of the interaction for channels where the customer is still reachable after the interaction ends - this feature is particularly useful for social media support teams and text (SMS) support teams.
How do you use it?
Contact your Client Success Manager who will arrange a meeting with our integrations team. Our integration specialists will be able to guide you through the setup process and work with you to maximize the potential of this feature.
Intercom Integration
What is it?
We've built an initial request integration with the Intercom CRM, allowing you to send surveys to your customers upon conversation close.
Why does it matter?
Our integration with Intercom provides the opportunity to automate the sending of Stella Connect surveys when an Intercom conversation is closed, without disrupting your agents' workflow.
To learn more about our Intercom integration, you can find documentation here!
How do you use it?
If you'd like to integrate with Intercom, you can contact your Client Success Manager, who will arrange a meeting with our integrations team. Our integration specialists will be able to guide you through the setup process and work with you to maximize the potential of this integration.
Helpshift Integration (Beta)
What is it?
We've built an initial request integration with the Helpshift CRM, allowing you to send a Stella Connect survey to your customers automatically upon resolving an interaction.
Why does it matter?
For teams using Helpshift, you now have the option to automatically send an initial survey when resolving a conversation in Helpshift. Automated survey sending via Helpshift unlocks all the benefits of Stella Connect without any disruption to agent workflow.
How do you use it?
Contact your Client Success Manager, who will arrange a meeting with our integrations team. Our integration specialists will be able to guide you through the setup process and work with you to maximize the potential of this integration.
Additional Updates
- Performance improvements to speed up loading time on the Manage Team page, especially for larger teams.
- Performance improvements to speed up export time when exporting response data.
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