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How Freshly reduced handle times for key processes by 90% using Artificial Intelligence (AI) and Robotic Process Automation (RPA)

Industry B2C eCommerce
Number of agents 100+
CXM Zendesk
Channels Chat, email, phone
Process automated Order cancellation and refund
AnsweriQ helped automate our customer service order cancellation process. What used to take 5 to 7 minutes of an agent's time now takes us 10 seconds. It integrates right with Zendesk, our CRM platform, and works across all channels when a customer emails, chats, or calls us.

Colin Crowley
VP, Customer Experience

Key results

lower-handle-time-icon

97%

Reduction in handle time

lower-handle-time-icon

35x

Increment in agent productivity

lower-handle-time-icon

~100%

Elimination of manual errors

About Freshly

Freshly is a wellness company that delivers fully-prepared, healthier meals to customers weekly. Their mission is to modernize healthy eating by providing freshly made, nutritious meals that don’t require cooking, cleaning, or a lot of time.

Since its founding in 2015, Freshly has attracted over $100 million in funding, which has been invested in expanding its reach throughout the continental United States. With more than 125,000 active customers across 48 states, Freshly is fast becoming the #1 healthy food option in the United States.

Freshly’s customer service team is 80+ members strong, spread across 4 locations, and is led by its VP of Customer Experience, Colin Crowley. Freshly’s rapid growth after national expansion this year requires the team to continually focus on implementing solutions that give their customers immediacy, responsiveness, and consistent service across all channels. This is key to scaling Freshly’s customer service while maintaining a good user experience.

Challenge

Freshly provides their subscribers flexibility to modify and choose a different meal from the menu or cancel in the event they are traveling. A typical cancellation request is handled by an agent and takes anywhere from 5 to 7 minutes to execute. This requires the agent to manage the customer service request by traversing different systems and responding to customers. Colin explains the challenge in his own words.

We usually get order cancellation requests around the same chunk of time every day. This causes an onrush of tickets that results in a backlog and other customers with time-sensitive requests can get lost in this backlog. The challenge is maintaining the gold standards of customer service, tight response times, and high CSAT.
colin-cowley

Colin Crowley
VP, Customer Experience

Solution

Freshly has partnered with AnsweriQ to deploy Robo Assist to scale their customer service and improve their customer experience while driving efficiencies. Single-click automation enabled through Robo Assist fully automates the customer service order cancellation process. What used to take 5 to 7 minutes of an agent's time now takes them less than 30 seconds.

To implement the automation, AnsweriQ’s Robo Asist delivered a step-wise process using AI and RPA with minimal to no effort from Freshly’s engineering team.

Finding a solution where the company says ‘you don’t have to wait 6 months or 1 year, and we’ll take care of all the heavy lifting, where we’ll do the research, we’ll build the bots and you just have to check all the boxes and make sure all the steps are followed’, makes it a really great process. It really is a win-win situation for everyone.

1. Capture process details

Capture process details with manual steps, including systems touched, clicks, decisions, etc.

2. Automate process with AI & RPA

Create bots to automate the process and enable intelligent decisions using AI

3. Implement single-click experience

Single-click agent experience within Zendesk for all channels.

4. Real-time analytics and reporting

Monitor processes in real-time and report analytics, errors and performance

The results

With single click automation for one of their most repetitive processes, Freshly saw a massive reduction in the average handle times and productivity.

Order cancellation is a very cumbersome process. With AnsweriQ, we now have a single click automation on the right-hand side bar that completes the entire process for us.
Robo Assist order cancellation-1

 

AnsweriQ has been able to automate such incoming requests regardless of the channel, whether it be email, chat, or voice. This has resulted in an 11x increment in agent productivity, while lowering the cost per ticket and improving CSAT scores.

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