Case Study: Williams-Sonoma reduces repeat email contacts by more than 50% with Medallia Agent Connect

Williams-Sonoma/Pottery Barn Reduces Repeat Email Contacts By More Than 50% Using Proprietary StellaService Data

Williams-Sonoma, a national home-furnishings retailer founded in 1956 with 250+ stores and a major ecommerce presence, treats customer service as a revenue opportunity. Its contact center was burdened by high email volumes that drove up operational costs, but the company lacked clear insight into what was causing so many repeat contacts.

By using Stella Metrics’ proprietary Issue Resolution data, Williams-Sonoma pinpointed root causes and individual agents who needed support, enabling targeted improvements. The changes cut repeat email contacts by more than 50%, drove a 30% increase in issue resolution in five months (reaching about 90% first-contact resolution), reduced costs and strengthened customer loyalty—surpassing its key competitor on the metric.

Williams-Sonoma

Laura Alber

President and CEO