What Is It?
The new Stella Connect x Snappy Rewards Fulfillment integration will allow Stella Connect clients with a Snappy account to connect the two accounts. Once connected, a Snappy campaign will be associated with each reward level in Stella (small, medium, large). As agents earn rewards for providing outstanding customer experiences and managers mark those rewards as fulfilled in Stella, Stella will prompt Snappy to let them know it’s time to send the agent their reward!
Now, it’s simpler than ever to recognize, motivate, and engage your agents with a rewards program -- managers can spend less time managing manual fulfillment of rewards and more time celebrating their teams’ successes!
How Does it Work?
First, it’s important to note that clients will need to have a Stella Connect account, utilizing our Feedback product in order to run a Rewards program. The client will also need a Snappy account where they’ll manage their Rewards campaigns, budget reporting, and more. Assuming both of these things are true, setup is simple!
In your Stella Connect account, an Admin user will head to Settings > Areas of Excellence/Rewards
On the Areas of Excellence/Rewards page, select Rewards
The Admin will see a modal appear asking if they’d like to connect their Stella account with a Snappy account -- select Connect with Snappy
4. The Admin will need to copy their Snappy API key (from their Snappy account) and paste it into the Snappy API Key field, once finished, click Save
5. Now that the accounts are connected, it’s time to set up each reward level. Click on the Small reward icon, and in the modal that appears, select the Snappy campaign that they’d like to associate with the Small reward level in Stella Connect and the reward icon/label they’d like to appear in their survey for customers to choose from. Once finished configuring the Small reward level, you’ll do the same for the Medium and Large reward levels.
We recommend setting up your Snappy campaigns (one for each Stella Connect reward level -- small, medium, and large) before beginning configuration in Stella.
You may choose to set up campaigns specific to your Stella Rewards program (Stella Small Reward Campaign, Stella Medium Rewards Campaign, Stella Large Rewards Campaign) or you can use campaigns that already exist in your Snappy account if you prefer. Please note: we recommend creating campaign-specific to each reward level in Stella as described above because agents will be able to select any gift present in the campaign of the reward level they earn (ie. if an agent earns a Small reward in Stella, they’ll be able to see ALL gifts present in the campaign associated with the Small reward level in Stella connect). If you decide to use a campaign that already exists in your Snappy account, and that campaign contains gifts of a higher budget than you intend to grant an agent who earns a small reward, you will not be able to limit the agent from selecting the higher budget item.
6. Once you have connected a Snappy campaign with each reward level in Stella (small, medium, large), you will now walk through setting up Rewards thresholds for each reward level.
Thresholds = how many votes does an agent need to earn to receive a reward at any level? Typically, clients use ~25 votes for small reward, ~50 for medium, and ~75-100 for a large reward, but the thresholds you select are entirely up to you! The more expensive the reward items in your Snappy campaigns, the higher you may want to make your Stella rewards thresholds to balance spending on your rewards program). You must utilize Rewards Thresholds in order to fulfill rewards via Snappy.
7. Next, select whether customers will see the option to give an agent a reward vote in their feedback survey when the customer has given 4 stars or higher, or if customers will only see the option to vote to give the agent a reward if they have given the agent a 5-star rating.
8. Remember to save your settings when you’ve completed these steps! Now, your rewards program is ready to go!
Now that the rewards program is configured inside of Stella, we’ll keep track of customer votes toward agent reward thresholds automatically. Once an agent has received enough votes to earn a reward, a manager/admin can go to the Rewards Report in their Stella account and click Fulfill when they’re ready to fulfill the earned reward.
Clicking Fulfill will mark the earned reward as fulfilled (setting the Earned Rewards count back to zero for that agent/reward level) and Stella will call out to Snappy to let them know it’s time to send the agent their reward.
Snappy will send an email to the agent so that the agent can choose the reward they’d like to receive from the appropriate campaign. Snappy will then handle shipping the reward out to the agent!