By giving agents the tools to understand their customers better, Thesis delivers more personalized experiences and sees gains in customer satisfaction and survey response rates

Medallia, Inc., the global leader in customer and employee experience, announced Thesis, one of the pioneers of cognitive enhancers, has seen an immediate impact after deploying Medallia. In just the first 30 days with Medallia, Thesis’ survey response rate has increased from 4.4% to 13.3% and its customer satisfaction from 90% to 93.2%.

“Providing employees real-time insights and impactful rewards has helped drive not only agent engagement, but also significant gains in customer satisfaction — showing the value of a connected customer and employee experience. We are excited to see Thesis’ continued innovation as the program expands.”

Thesis Nootropics are nutrient compounds to enhance mental performance, and the company makes personalized recommendations based on each customer’s goals and unique brain chemistry. The company selected Medallia Agent Connect to help its contact center agents better understand customers and deliver more individualized service. The solution also enables Thesis to give “virtual high-fives” and rewards to agents in real time based on positive feedback. These efforts play a large part in how Thesis has increased engagement and put agents in the driver’s seat with real-time transparency.

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“One of our core values at Thesis is to find your formula, which for us means to create an environment for success for both our employees and customers,” said Ben Segal, Vice President of Customer Experience at Thesis. “Medallia has empowered our agents to not only understand when customers are satisfied, but also be rewarded based on the feedback they receive. We can financially reward our amazing agents for the high level of service they provide our customers, and the impact on morale has been unmatched. By engaging our agents and improving their experience, we have seen improvements in customer satisfaction. Medallia’s platform and a seamless implementation that took just days enabled us to see these rapid results.”

As part of Medallia’s native capabilities, Thesis has been able to include personalized avatars crafted by an artist for each agent when sending requests for feedback. This not only drives agent engagement, but the personal touch with customers helps increase survey response rates.

“Personalizing every experience is at the core of what we do at Medallia, so to see how Thesis has already taken this to the next level has been incredible,” said Simon Gough, VP of Product, Customer Experience, at Medallia. “Providing employees real-time insights and impactful rewards has helped drive not only agent engagement, but also significant gains in customer satisfaction — showing the value of a connected customer and employee experience. We are excited to see Thesis’ continued innovation as the program expands.”

Medallia Contact Center Suite enables organizations to make every step of the service experience personal, whether it’s providing the option for a callback or ensuring customers are routed to the right agent for the support they need, utilizing conversation analytics to understand when and where self-service is failing customers in their journey, or driving improved coaching and performance management for agents.

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