Case Study: Earnin boosts customer experience and agent engagement with Medallia Agent Connect

Earnin & Stella Connect Improving Customer Experience; Driving Agent Engagement

Earnin is a venture-backed fintech that lets people access their pay as they earn it, and because it deals with personal finances the company prioritizes strong customer relationships. After implementing Zendesk for ticketing, Earnin still needed a way to boost agent morale, make feedback actionable at the agent level, and tie customer sentiment to coaching and incentives across its outsourced contact center.

Earnin integrated Stella Connect with Zendesk to capture real-time, agent-level feedback (including agent photos/bios), display feedback streams and leaderboards, and convert customer reward votes into weekly cash incentives and other programs like a “Golden Ticket” trip. The integration strengthened coaching and peer knowledge sharing, powered service recovery and product improvements, increased customer-driven shares and reviews (45% click-through on review invites and a more-than-doubled Google rating), and measurably improved agent engagement and performance.

Earnin

Ramon Icasiano

Vice President of Customer Experience