Case Study: UncommonGoods achieves higher agent engagement and exceptional customer feedback rates with Medallia Agent Connect

UncommonGoods Uses Stella Connect to Drive Employee Engagement and Motivation

UncommonGoods is an online marketplace that celebrates craftsmanship and supports a community of makers. To maintain a positive work environment and keep a large, often seasonal customer service team motivated, the company partnered with Stella Connect to improve agent engagement and ensure consistently excellent phone-based customer experiences.

After every phone interaction Stella Connect sends customers a feedback request to rate service, leave comments, and vote to reward agents with items like coffee, lunch, or a product; responses feed real-time agent dashboards and gamify performance. The program drove around a 50% response rate, a 4.8 average star rating, 70% of responses with comments, 69% with reward votes, and notably higher team morale and motivation.

UncommonGoods

Jennifer Grim

Director or Customer Service