How Hellofresh Is Modernizing Customer Support With AI To Keep Service Fast And Personal

The World’s Largest Meal Kit Provider Needed to Boost Agent Productivity and Better Serve Customers

HelloFresh has capitalized on an enormous consumer appetite for healthy, convenient meals, to the tune of nearly 8 million global subscribers. As the world’s largest meal kit provider, HelloFresh has over 14,000 employees and relies on a support team of around 7,000 agents to deliver a great customer experience.

Amy Armstrong, International Learning and Development Lead, says laser-focused making sure customers walk away with helpful answers after every interaction.

The Challenge

HelloFresh’s competitive advantage is their ability to tailor their service to customer preferences. With so many menu options, the complexity makes customer support a challenge.

Add to that a rapidly expanding global customer base, and their system could no longer reliably provide great answers to millions of people. Agents had 12 different homegrown sources, making it impossible to find answers efficiently. Their handle times suffered as a result.

The Solution

HelloFresh knew it was time for a system that agents could quickly adopt to boost productivity and better serve customers. They chose Shelf because it’s an easy-to-use platform that can actually serve as a single source of truth for such a complex business. Shelf removes the gap between questions and answers by helping agents understand exactly what customers are looking for.

Since Shelf seamlessly integrates with Genesys, agents now don’t have to switch tabs to manually search the base. They also use data from each customer-agent interaction to create a continuous feedback loop for content creators, essential to keeping information fresh.

Implementation

Since Shelf is so easy for agents and admins to use, HelloFresh found it simple to implement. Despite a large amount of content, Amy was impressed at how fast Shelf was able to migrate everything. She credits Shelf’s implementation team for the smooth transition. Amy noted:

The Results

Average handle time is down 20%, since the Shelf rollout because HelloFresh agents have a smart, modern solution that can proactively anticipate, respond, and adapt to real-time customer interactions. What’s more, agents are more confident and effective on day one, and it’s showing up in customer satisfaction metrics.

Agents are communicating the right things at the right time. WR mapping in particular has improved our CSAT scores.

Since HelloFresh’s IVR system is now powered by Shelf’s suggestion engine, customers don’t have to wait for agents to find answers.

Amy reports employees love how Shelf has streamlined work.

I get great feedback about Shelf on a daily basis. It has definitely helped all of our markets consolidate everything and makes the lives of the people who are curating this content a lot easier.

Since HelloFresh’s IVR system is now powered by Shelf’s suggestion engine, customers don’t have to wait for agents to find answers. Amy reports employees love how Shelf has streamlined work.

With Shelf now available globally, HelloFresh is able to deliver trusted answers to customers around the world. After all, the brand shows a thing or two about convenience and efficiency.

In the future, HelloFresh will be able to deliver smarter recommendations as more customers ask for help, all thanks to its new infrastructure powered by Shelf.