Case Study: Birchbox achieves higher customer satisfaction and reduced churn with Medallia Agent Connect

Birchbox Drives Customer Satisfaction With Stella Connect Service Recovery

Birchbox, a subscription retailer that delivers personalized beauty sample boxes, made customer service a strategic priority and sought a way to systematically address the inevitable negative interactions that can harm retention. The challenge was to motivate agents, deliver targeted coaching, and ensure customers with poor experiences were effectively and consistently recontacted to restore satisfaction.

Using Stella Connect integrated with Zendesk, Birchbox automated flagging of negative feedback into Zendesk tickets, triaged cases, and assigned follow-ups to agents or team leaders after targeted coaching. The program drove measurable improvements in overall CSAT, shifted customer sentiment through successful recoveries (helping reduce churn), and surfaced product and policy trends that informed changes across the business.

Birchbox

Deja Whitehead

Senior Manager, Customer Connections