Case Study: Yext achieves an 8-point CSAT improvement with Medallia Agent Connect

Yext Improves Service Performance and Client Satisfaction with Stella Connect

Yext, a company that manages brand experiences across maps, apps, search engines and voice assistants, runs a New York support organization of about 80 agents handling phone, email and chat through Zendesk. The team needed better agent-level insight—its native CRM only captured brand- or product-level feedback—so Yext could more effectively coach agents, reward strong performance, and recover sub-par interactions to protect valuable B2B client relationships.

By integrating Stella Connect with Zendesk, Yext automatically solicits post-interaction feedback (25–30% response rates) and surfaces agent-level ratings in real time. Managers use the feedback for positive reinforcement (Slack shout-outs, rewards and weekly roundups), focused 1:1 coaching and rapid service recovery. The program drove measurable improvements: the partner inbound team saw an 8-point CSAT increase and average scores are now well over 90%, along with higher agent motivation and more consistent service delivery.

Yext

Colleen Ruggiero

Director, Client Support