Case Study: RevZilla achieves 15% improvement in first-contact resolution and $200K annual labor savings with Medallia Agent Connect

How RevZilla Uses Real-Time Customer Feedback to Improve Front-Line Team Performance

RevZilla, a leading seller of motorcycle parts and accessories, needed a better way to measure and improve performance across its frontline “Gear Geeks” while maintaining high-quality customer education and support. The company’s challenge was turning customer interactions into actionable coaching and QA insights that would drive consistent, measurable improvement across the team.

RevZilla implemented Stella Connect to collect agent-specific, real-time customer feedback (response rates over 40%) and surface it in dashboards used daily by agents and managers. That feedback guides QA selection, focused monthly reviews, and in-the-moment micro-coaching, while agents also self-correct via personal streams. The program delivered a 15% improvement in first-contact resolution, $200K in annual labor savings, and a 3% lift in QA scores, enabling the team to resolve more inquiries with fewer staff and drive more revenue.

RevZilla

Patrick Roscoe

Director of Customer Experience