STELLAService, a NYC-based startup which evaluates and rates the customer service of online retailers, has just raised a $15 million Series B led by Norwest Venture Partners to help accelerate its growth. In addition, STELLAService is announcing the launch of STELLA Metrics, a new platform which aims to help large companies analyze the quality of their customer service efforts and compare them with that of competitors.
With these new funds, CEO Jordy Leiser shared that STELLAService plans to “expand and deepen” its coverage of retailers, while investing in a research team to “identify competitive advantages” and opportunities for improvement. On launch, clients will be able to track their company’s performance on phone, email, chat, Twitter, shipping and returns. With $15 million secured, the depth to which clients can dive into the data will grow.
STELLAService says it stress tests the quality of retailers by “ordering and returning real products; calling, emailing and live chatting customer service questions.” The company then takes that data and sells it right back to the companies.
Leiser details that “major retailers now have a window into their service efforts and can objectively compare performance against any of their competitors on an ongoing basis.” The pricing of STELLA Metrics has not been disclosed and varies by company size.
STELLAService had previously raised $7 million, bringing the total to $22 million in funding since the startup was founded in 2009.
Image credit: Thinkstock