Consumer engagement tech firm PowerReviews has acquired mystery shopping software Stella Pulse from customer service feedback platform StellaService for an undisclosed sum. Using the Stella Pulse technology, PowerReviews has launched a new mystery shopping solution called Journey IQ.
StellaService says the sell-off of legacy product Stella Pulse for an undisclosed sum will enable it to focus 100% on its core product Stella Connect, which through real-time customer feedback, recognition, and rewards, allows customer service teams to identify areas for improvement. In addition, StellaService has raised $11m from a number of investors, which it will use to focus on its Stella Connect business. CEO and co-founder Jordy Leiser says that Stella Connect is already redefining how contact centers work, driving 'more efficient, more engaged, and ultimately happier and higher retention workforces'.
Meanwhile, PowerReviews has used the Stella Pulse technology to launch Journey IQ, enabling companies to recruit their own customers as mystery shoppers and 'deliver more representative insights' at scale. Unlike traditional mystery shopping, which uses a third-party network of consumers and pays cash for shoppers' time, Journey IQ rewards already loyal customers with incentives such as loyalty points or discounts on future purchases. With this technology, companies are able to create mystery shops to gain feedback from consumers both online or in-store.
Sara Rossio, SVP of Product, states: 'Eighty-nine percent of companies compete primarily on customer experience. However, only eight percent of customers believe companies deliver incredible experiences. This customer experience feedback, along with other authentic content and consumer feedback we collect on our clients' behalf, will help companies better compete.'
Web sites: www.stellaconnect.io and www.powerreviews.com .
All articles 2006-19 written and edited by Mel Crowther and/or Nick Thomas.