Jet puts customer engagement into high gear

Online retail platform Jet is getting a better idea of how well its customer service efforts are working with a new tool from service measurement/optimization company StellaService.



Since fall 2015, Jet has been piloting Stella Connect, a solution that allows customers to rate front-line staff and reward them directly with physical products. Stella Connect also enables front-line staff to gain instant visibility into customer feedback through real-time dashboards. Furthermore customer data gathered from interactions can be used to support personalized marketing programs.



Feedback emails, which are triggered to customers immediately after service interactions occur, include a photo and brief biography of the front-line team member. The emails prompt customers to rate their service experience through a star rating system, share qualitative feedback, and choose to reward the person they interacted with through various incentives such as a cup of coffee, lunch, gift cards or other physical products.



Ratings, comments and rewards suggested by customers through Stella Connect flow directly into dashboards for each front-line staffer, creating real-time feedback while also providing managers with granular visibility into employee-specific performance. In addition to these real-time dashboards, managers can also gain access to more detailed reports.



Jet was one of the first retalers to sign up for Stella Connect and now has hundreds of customer service agents using the product every day. Specifically, the gamified nature of Stella Connect has resulted in Jet customers responding to Stella Connect requests for feedback consistently more than 40% of the time



In addition, more than 5,000 Jet customers who have responded to a Stella Connect request have gone on to broadcast their positive service experience via social media. The average customer service rating is 4.6 stars on a five-star scale.



"Stella Connect is an amazing asset for our team at Jet," said Jet founder and CEO Marc Lore. "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. The platform has strengthened shoppers' emotional connections to our brand, which is a vital element to building loyalty and driving sales."