Case Study: Harry's achieves improved agent performance and higher customer satisfaction with Medallia Agent Connect

How the Harry’s Customer Service Team Puts Its Best Face Forward

Harry’s, the vertically integrated shaving company founded in 2013, faced the classic scaling challenge: rapidly growing ecommerce and retail channels while keeping a distributed, remote customer service operation efficient, engaged, and customer-focused. Contact center leaders needed better visibility into frontline performance, faster insight from customer feedback, and ways to reduce churn and friction without ballooning costs.

Harry’s implemented a tech stack centered on Zendesk, Stella Connect, and MaestroQA to capture real-time customer feedback, automate alerts, and enable targeted coaching and recognition. The result: higher agent morale and retention from instant kudos and leaderboards, faster issue resolution (a password fix cut 500 contacts/month and CES rose from 5 to 6 on a 7-point scale), product innovations driven by frontline insights, and measurable revenue impact (a 6% conversion on new product promotions).

Harry’s

Nick Martin

Customer Experience