Dive Brief:
- Upstart marketplace Jet.com has realized a 40% response rate on e-mails requesting feedback following customer service interactions, Re/Code reports.
- A new product from software startup StellaService is helping the marketplace measure performance from individual customer service reps, using e-mails personalized with the rep’s photo.
- StellaService has attracted $37 million in venture capital so far, and its clients include Brooks Brothers, Mr. Porter, Sports Authority, Uncommon Goods, and Williams-Sonoma.
Dive Insight:
New software from StellaService, a software startup that has attracted $37 million in venture capital so far, is helping Jet.com realize phenomenal rates of response on requests to rate its service. Called Stella Connect, the system sends customers e-mails requesting feedback on their satisfaction with individual service reps, featuring a photo and nuggets of basic background information on the rep in question.
Further personalizing the service interaction reaps rewards not only for the company seeking to measure service as a performance factor, but also for the reps, who can often take advantage of rewards such as a cup of coffee or free lunch for delivering four- and five-star experiences. Reps can view and learn from the feedback—positive or negative—as soon as a customer submits it.
“Our brand is built for the customer, and Stella Connect is helping us take our service to the next level with a win-win for both our team and our customers,” said Marc Lore, Jet founder and CEO, in a release. “The platform has strengthened shoppers’ emotional connections to our brand, which is a vital element to building loyalty and driving sales.”
