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.

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.

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.

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.