StellaService, which provides software and data services to help clients such as Zappos and Brooks Brothers deliver better online customer service, is going omnichannel, announcing today the acquisition of ICC/Decision Services, which helps retailers improve in-store customer experience through mystery shoppers and other techniques.
Financial terms of the acquisition were not disclosed. The ICC team, which includes 12 people based in Wayne, New Jersey, will be joining the 60 staffers in StellaService’s Manhattan headquarters. ICC president and chief executive officer David Rich will join the combined company’s management team as global head of Stella Metrics.
Jordy Leiser, StellaService’s co-founder and chief executive officer, says the acquisition will help his company better serve clients as purchasing, increasingly, takes place in different channels and retailers seek to unify the the experience across all of them.
“Brands have been searching for an omnichannel solution that connects the dots between in-store and e-commerce environments and enables them to deliver consistent, high-level service for consumers wherever they shop,” Leiser said in a statement. “By acquiring ICC, we can combine StellaService’s e-commerce platforms with ICC’s in-store expertise to create entirely new omnichannel solutions that drive team engagement, operational improvements, revenue growth and profitability in a way that’s never been done before.”
As a result of the deal, StellaService will offer a new omnichannel product suite which will enable companies to measure and improve operational performance across digital and in-store customer service channels, and to motivate and reward front-line staff. The company's offerings include employee engagement tools, real-time customer feedback surveys and objective performance measurement across online and in-store channels.