Case Study: Club W doubles customer feedback volume with Medallia Agent Connect

Club W Doubles Volume of Customer Feedback by Using Stella Connect’s Zendesk Integration

Club W, a direct-to-consumer winery that curates small-lot wines for members, needed a reliable way to measure and optimize its Member Services phone and live chat interactions. The team began using Stella Connect to collect customer feedback after support interactions but wanted a more scalable, less manual process to expand usage across agents.

After piloting Stella Connect manually, Club W integrated it with Zendesk so that resolving a ticket automatically triggers an immediate feedback request and routes responses into real-time agent and manager dashboards. The integration nearly doubled daily feedback volume by enabling more agents to participate, delivered average response rates of 30–40% and reward rates of 55–60%, and made it easier to recognize top performers and target service improvements.

Club W

Sawyer Perry

Head of Customer Service Excellence