Case Study: Betterment achieves a 300% increase in customer feedback and streamlined agent workflows with Medallia Agent Connect

Betterment Leverages Stella Connect’s Desk.com Integration to Increase Scale and Optimize Workflow

Betterment, a leading online financial advisor focused on personalized, low-cost investing, needed a reliable way to keep service levels high and agents motivated as it scaled. The team began trialing Stella Connect with manual feedback requests to capture customer sentiment and coaching opportunities, then looked to remove selection bias and workflow friction by integrating Stella Connect into their Desk.com CRM.

By automating Stella Connect surveys to trigger when Desk.com cases close, feedback began flowing in real time to agent and manager dashboards and could be traced back to original tickets for follow-up. The integration drove nearly a 300% increase in daily feedback requests while maintaining strong engagement—average response rates of 35–40%, reward rates of 60–65%, and about half of respondents leaving comments—giving Betterment richer qualitative and quantitative insights for coaching and service improvement.

Betterment

Tom Corwin

Director of Customer Experience